Job details
Job type full-time
Full job description
Overview: come join our team! we have an immediate need for a remote call center operations data analyst- patient access department in our manitowoc headquarters! if you are ready to make an impact every day, and thrive in a fast-paced environment, then a career at forefront may be the perfect fit for you! applicants must be located in a state in which forefront or an affiliated practice has a locationResponsibilities: ensures the continuous, most appropriate matching of projected patient demand for our physician provided services using a variety of resources and toolsIncludes hardware equipment management for call center employees, volume forecasting, staffing needs projections, schedules, and intra-day adherence monitoring and respondingAn individual contributor role that works as part of the patient access department to enter data, generate forecasts/schedules, and perform analytics on results.
Responsible for the delivery tracking, retrieval, and maintenance of remote worker software and hardware functionality
Provide measurement, analysis and reporting on performance, trends and patterns for daily, weekly and monthly agent reportingProvides feedback to improve performance and training programs.
Project staffing level shortages and overages and tracking agent movement and attrition
Identify, support and recommend the implementation of various programs for improvement in operations and processes.
Compile, summarize, and disseminate reports as required
Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Helps formulate operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
Provides key recommendations to management with respect to short team and long term strategies for ensuring optimal service levels
Participates in regular meetings with patient access department leadership and it department as needed
Central contact for technology concerns, responsible for working with it department, as needed, monitor ques and associates to ensure patients are being assisted efficiently
Qualifications: education & skills
Bachleors degree
2+ years in an analytical role preferred
Prefer experience in workforce forecasting and planning
Call center experience strongly recommended
Nice incontact contact center solution experience strongly recommended
Strong foundation in mathematics and statistics
Excellent interpersonal, public presentation,written and communication skills
Proven ability to influence cross-funcational teams without formal authority
Computer literacy in microsoft office: windows, excel, word, and powerpoint
Here are just a few things we offer:
Access to health, dental, and vision insurance
Health savings account $500 matching contribution
Eligible for pto and holiday pay
Company paid life insurance and long term disability (full-time only)
Access to voluntary short term disability insurance (full-time only)
Access to additional life insurance
Eligible for accident and critical illness insurance, hospital indemnity and cancer guardian
401k with employer contributionprofit sharing
Employee discounts
And much more!
#indpor
