Workforce Analyst Sr - TRICARE

TriWest Healthcare Alliance; Phoenix (AZ); Remote; USD 68,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) Retirement Savings Plan (with""

Paid time off

Tuition reimbursement

Job summary

TriWest Healthcare Alliance Corp. is seeking a data analytics professional to drive performance improvements across operations. You will analyze data, develop metrics, and collaborate with internal partners including Contact Centers and Enrollment to resolve issues.

The role involves compiling data, creating reports, and presenting actionable recommendations. A DoD background and US citizenship are required, with the ability to work in a remote-capable environment while maintaining data

Qualifications

• U.S. citizenship and ability to obtain DoD background clearance
• Bachelor's degree in Business Administration or related field
• Minimum 4 years of data analysis, performance metrics or 2 years in a related TriWest role
• 4 years with scheduling/workforce management software or equivalent and telephony systems (or 2 years in related TriWest roles)
• 4 years of contact center experience and knowledge of call center operations
• Proficient with Excel (Vlookup, Pivot Tables, Sum and Count If, index match) and with Access, PowerPoint, Visio, and Outlook
• Knowledge of statistical analysis, quality control, and performance metrics
• Experience with data analysis software such as Excel and SQL
• Knowledge of workforce management concepts and Erlang-based metrics

Responsibilities

• Utilizes performance metrics to track actual performance against standards
• Develops, communicates, and coordinates data-based recommendations for operational improvement
• Compiles data, organizes into meaningful format, and analyzes performance levels, cost data, budget outcomes and other data to improve operational understanding
• Identifies operational issues and trends, performs data reconciliation and variance analysis, and develops data reports
• Develops new ways to measure outcomes, performs data compilation and analysis to document business process outcomes
• Uses ongoing data collection and analysis to ensure attainable and reasonable standards are managed successfully
• Compiles, analyzes, and communicates departmental, unit, and individual performance measurements
• Develops monthly audit reports to track changes
• Makes formal recommendations for changes in policies, procedures, systems to maximize resources and efficiency
• Assesses quality and system standards to ensure compliance with TriWest standards and government requirements
• Participates in assessment of new technology to enhance operational outcomes
• Develops or assists with development and maintenance of new databases to track performance measures, costs, and operational data
• Takes active steps to ensure data integrity
• Reviews operational trending, data analysis, and reporting functions
• Regular and reliable attendance is required

Skills

Data analysis

Performance metrics

SQL

Excel

Education

Bachelor's degree in Business Administration

Tools

Excel

Access

PowerPoint

Visio

Job description

Profile

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MI, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

Conducts data analysis to improve TriWest's operations through performance metrics, process improvement, and emerging technology. Collaborates with internal partners to identify and resolve processes and operational performance issues. Collaborates with Contact Centers, Consult Tracking, and Enrollment on operational issues and needs for data analysis.

Education & Experience

Required

• Bachelor's degree in Business Administration or related field
• Must be a U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• 4 years of experience in data analysis, performance metrics, and data reporting, or 2 years of TriWest experience as a Workforce or Performance Reporting Analyst, Contact Center Supervisor
• 4 years of experience with scheduling software, workforce management software or equivalent, and telephony systems, or 2 years of TriWest experience as a Workforce or Performance Reporting Analyst or Contact Center Supervisor with scheduling software, workforce management software or equivalent, and telephony systems
• 4 years Contact Center experience and knowledge of call center operations
• Intermediate Excel (Vlookup, Pivot Tables, Sum and Count If, index match Formulas) and Proficient with Access, PowerPoint, Visio, and Outlook
• Knowledge of statistical analysis, quality control, and performance metrics
• Experience with data analysis software such as Excel and SQL
• Knowledge of workforce management concepts and methodology. Such as staffing calculations, including erlang and the metrics used in the calculations.

Preferred

• Knowledge of process improvement methodologies

Key Responsibilities

• Utilizes performance metrics to track actual performance against standards.
• Develops, communicates, and coordinates execution of data-based recommendations for operational improvement.
• Compiles data, organizes into meaningful format, and analyzes performance levels, cost data, budget outcomes, and other specialized data to improve operational understanding.
• Identifies operational issues and trends, performs data reconciliation, and performs variance analysis, and develops data reports.
• Develops new ways to measure outcomes, performs data compilation and analysis to document business process outcomes.
• Uses on-going data collection and analysis to ensure attainable and reasonable standards are managed successfully.
• Compiles, analyzes, and communicates departmental, unit, and individual performance measurements.
• Develops monthly audit reports to track changes.
• Makes formal recommendations for changes in policies, procedures, systems, and other factors to maximize resources and increase efficiency. Makes recommendations for operational changes when performance levels fall below contract requirements.
• Assesses quality and system standards to ensure compliance with TriWest standards and government requirements. Conducts monthly audits of selected reports to track changes.
• Participates in the assessment of new technology to enhance operational outcomes.
• Develops or assists with the development and maintenance of new databases to track performance measures, costs, and operational data.
• Takes active steps to ensure data integrity.
• Reviews operational trending, data analysis, and reporting functions.
• Regular and reliable attendance is required.

Competencies

Communication / People Skills:

Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy:

Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility:

Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Independent Thinking / Self-Initiative:

Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

Information Management:

Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.

Multi-Tasking / Time Management:

Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills:

Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis:

Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player:

Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills:

Knowledge of workforce management concepts and methodology, statistical data analysis and statistical quality control; performance metrics, continuous process improvement; writing skills, including structure and grammar; research skills; expertise in report development, data presentation, and writing formal recommendations; collaboration and project management skills; ability to maintain confidentiality with proprietary issues.

Working Conditions

• Ability to cover any work shift
• Ability to work overtime, if needed
• Onsite: Works within a standard office environment
• Remote: Private and secure workspace and workstation with high-speed internet is required
• Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone

Company Overview

Taking Care of Our Nation’s Heroes.

It’s Who We Are. It’s What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve!

Our job is to make sure that America’s heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.

Benefits

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $68,000 - $75,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.