Patient Services Center Workforce Analyst

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

Benefits offered by this job

Medical insurance

403(b) plan

Paid time off

Job summary

AltaMed Health Services Corporation in Anaheim, CA seeks a Workforce Analyst to supply the Patient Service Center with data analytics, forecasting, queue management, and ACD tech support to optimize service levels and first call resolution.

The role collaborates with management to develop dashboards, communicate trends, perform root-cause analysis, and operate the workforce management tool for scheduling and forecasting to meet service levels.

Qualifications

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

Responsibilities

• Provide data analytics, forecasting, and queue management for the PSC.
• Develop and maintain daily, weekly, and monthly dashboards on PSC metrics.
• Communicate trends, root-cause analyses, and recommendations to management and executives.

Skills

Data analytics

Forecasting

Queue management

ACD technology support

Dashboards

Education

Bachelor’s degree or equivalent

Tools

Workforce management software

ACD technology

Job description

## Patient Services Center Workforce AnalystApplyremote type: Hybridlocations: Anaheim, CA 92805time type: Full timeposted on: Posted Todayjob requisition id: JR10144**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.