Patient Service Center Workforce Analyst

AltaMed Health Services Corporation; Anaheim (CA); Hybrid; USD 68,640 - 85,800; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

403(b) Matching

FSA

Commuter benefits

PTO & Holidays

Tuition Reimbursement

Employee Discounts

Job summary

AltaMed Health Services Corporation is seeking a Workforce Analyst for the Patient Service Center in Anaheim, CA. The role focuses on data analytics, forecasting, queue management, and ACD tech support to optimize service levels and achieve first call resolution targets.

You will mine and utilize data to deliver dashboards, communicate trends to management, and lead workforce management configurations to meet service level commitments.

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• Minimum of 3 years of progressive experience in analysis, identifying trends, business operations, or analytics in a Contact Center.

Responsibilities

• Generate daily, weekly, and monthly dashboards for PSC metrics.
• Mine, extract, and analyze data to optimize service levels and Net Promoter Score targets.
• Configure and operate the workforce management tool for scheduling and forecasting.

Skills

Data analytics

Forecasting

Queue management

ACD technology support

Education

Bachelor's degree

Job description

## Patient Service Center Workforce AnalystApplyremote type: Hybridlocations: Anaheim, CA 92805time type: Full timeposted on: Posted Todayjob requisition id: JR10145**Grow Healthy**If you are as passionate about helping those in need as you are about growing your career, consider AltaMed. At AltaMed, your passion for helping others isn’t just welcomed – it’s nurtured, celebrated, and promoted, allowing you to grow while making a meaningful difference. We don’t just serve our communities; we are an integral part of them. By raising the expectations of what a community clinic can deliver, we demonstrate our belief that quality care is for everyone. Our commitment to providing exceptional care, despite any challenges, goes beyond just a job; it’s a calling that drives us forward every day.**Job Overview**The Workforce Analyst supplies the Patient Service Center (PSC) with data analytics, forecasting, queue management, and additional ACD technology support to optimize service levels and deliver on our first call resolution, access, and Net Promoter Score targets. The Workforce Analyst supports the efforts of our PSC by mining, extracting, and utilizing appropriate data to deliver daily, weekly, and monthly dashboards on all appropriate PSC metrics. The WF Analyst interacts with management and executives to plan, develop, and execute on PSC strategic initiatives. The Analyst provides clear communication on trends, recommendations, and root-cause analysis for the optimization of a busy contact center environment. This position has primary responsibility for the operation of our workforce management tool, configuring the setup, scheduling, analysis, and forecasting functions to ensure service level commitments are met.**Minimum Requirements*** Bachelor’s Degree or equivalent combination of education and work experience preferred.* A minimum of 3 years of progressive experience with analysis, identifying trends, business operations, or analytics in a Contact Center.**Compensation**$68,640.00 - $85,800.00 annually**Compensation Disclaimer**Actual salary offers are considered by various factors, including budget, experience, skills, education, licensure and certifications, and other business considerations. The range is subject to change. AltaMed is committed to ensuring a fair and competitive compensation package that reflects the candidate's value and the role's strategic importance within the organization. This role may also qualify for discretionary bonuses or incentives.**Benefits & Career Development*** Medical, Dental and Vision insurance* 403(b) Retirement savings plans with employer matching contributions* Flexible Spending Accounts* Commuter Flexible Spending* Career Advancement & Development opportunities* Paid Time Off & Holidays* Paid CME Days* Malpractice insurance and tail coverage* Tuition Reimbursement Program* Corporate Employee Discounts* Employee Referral Bonus Program* Pet Care Insurance**Job Advertisement & Application Compliance Statement**AltaMed Health Services Corp. will consider qualified applicants with criminal history pursuant to the California Fair Chance Act and City of Los Angeles Fair Chance Ordinance for Employers. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if AltaMed Health Service Corp. is concerned about a conviction directly related to the job, you will be given a chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.