PSC Workforce Analytics Analyst (Hybrid)

AltaMed Health Services; Anaheim (CA); Hybrid; USD 69,000 - 86,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

403(b) Retirement

Flexible Spending Accounts

Career Development

Paid Time Off

CME Days

Malpractice Tail Coverage

Tuition Reimbursement

Employee Discounts

Pet Care Insurance

Job summary

AltaMed Health Services Corp. is seeking an Analyst for the Patient Service Center Workforce in Anaheim, CA.

This hybrid role focuses on data analytics, forecasting, and queue management to optimize service levels and deliver on first call resolution targets. The candidate will mine and analyze data to produce dashboards, communicate trends and root-cause analyses, and support the PSC’s strategic initiatives.

Qualifications

• 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.

Responsibilities

• Provide data analytics, forecasting, queue management, and ACD technology support to optimize PSC service levels.
• Develop daily, weekly, and monthly dashboards on PSC metrics for management and executives.
• Configure and operate the workforce management tool to meet service level commitments and improve first call resolution.

Skills

Data analytics

Forecasting

Queue management

ACD technology support

Education

Bachelor's degree

Tools

Workforce management tool

Job description

AltaMed Health Services Corp. is seeking an Analyst for the Patient Service Center Workforce in Anaheim, CA.

This hybrid role focuses on data analytics, forecasting, and queue management to optimize service levels and deliver on first call resolution targets. The candidate will mine and analyze data to produce dashboards, communicate trends and root-cause analyses, and support the PSC’s strategic initiatives.