Patient Services Center Analytics & Forecasting Analyst

altamed; Anaheim (CA); On-site; USD 69,000 - 86,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

403(b) Matching

FSA

Paid Time Off

CME Days

Tail Coverage

Tuition Reimbursement

Employee Discounts

Referral Bonus

Job summary

AltaMed is hiring a Workforce Analyst to support the Patient Service Center with data analytics, forecasting, and ACD technology tools. You will create daily, weekly, and monthly PSC dashboards, forecast workloads, and manage scheduling to meet service level targets.

You will interact with management and executives to present trends and root-cause analyses, while operating the workforce management tool to ensure on-time service levels and optimal staffing.

Qualifications

• Bachelor’s Degree or equivalent combination of education and work experience preferred.
• 3+ years of progressive analytics or operations experience in a contact center.

Responsibilities

• Mine and analyze data to deliver daily, weekly, and monthly PSC dashboards.
• Forecast workload and schedule to meet service level targets.
• Communicate trends, recommendations, and root-cause analysis to PSC management.
• Configure, operate, and optimize the workforce management tool to ensure SLA commitments.

Skills

Data analytics

Forecasting

Queue management

ACD technology

Education

Bachelor's degree

Tools

Workforce management software

Job description

AltaMed is hiring a Workforce Analyst to support the Patient Service Center with data analytics, forecasting, and ACD technology tools. You will create daily, weekly, and monthly PSC dashboards, forecast workloads, and manage scheduling to meet service level targets.

You will interact with management and executives to present trends and root-cause analyses, while operating the workforce management tool to ensure on-time service levels and optimal staffing.