Experienced Remote Real Time Analyst - Contact Center Operations for Dynamic Healthcare Environment

Introduction to Healthfirst and Our Mission

Healthfirst is a leading healthcare organization dedicated to providing high-quality services to our members. We are committed to excellence in everything we do, from our clinical practices to our customer service. As a key player in the healthcare industry, we recognize the importance of having a skilled and dedicated team to drive our success. That's why we're excited to offer an exceptional opportunity for an experienced Real Time Analyst to join our Contact Center Operations team in a remote capacity.

About the Role: Real Time Analyst - Contact Center Operations

In this critical role, you will be responsible for the real-time and intraday management of resources and call flow support for our multi-site healthcare call center. Your primary objective will be to ensure that the correct number of employees are available at the right times to answer an accurately forecasted volume of incoming or outgoing calls at the desired service level. This is a unique opportunity to leverage your analytical skills, technical expertise, and passion for delivering exceptional customer experiences to drive business results.

Key Responsibilities:

• Monitor real-time call traffic volume for multiple queues and respond to spikes in high call volumes in relation to low staffing, average customer wait time, and call abandon percentages.
• Analyze trends such as call volume and Average Handling Time (AHT), and attendance to understand and plan for potential overstaffing/understaffing conditions.
• Determine requirements necessary and make staffing adjustments accordingly to ensure optimal service levels.
• Respond to periods of low call volume in relation to high agent staffing using agreed-upon measures such as training, mentoring, meetings, etc.
• Provide bi-hourly, daily, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make informed business decisions regarding staffing, training, schedule adherence, etc.
• Compile information, interpret data, and take appropriate action to support the Operations Team with regard to overtime, offline time, and downtime.
• Responsible for documentation of root cause analysis to explain Key Performance Indicator (KPI) performance, productivity, and system escalations.
• Act as a liaison between Call Center Operations and the Business Analyst team relative to call flow issues, call routing issues, and system issues in general, according to the established escalation process.
• Ensure that established Operations, Human Resources, and Workforce Management policies are adhered to with regard to Call Traffic responsibilities and that the appropriate escalation process is initiated in instances of non-adherence to those policies.
• Coordinate and manage same-day and/or short-term non-phone related tasks and manage the workload effectively.
• Work with the leadership team on the execution of recommended schedule adjustments to meet daily KPIs.
• Assist in the development of any reports and/or processes that increase the ability of the contact center to effectively and accurately plan acceptable performance results.

Essential Qualifications:

• High School Diploma or GED from an accredited school.
• Working experience utilizing Microsoft Excel to generate standardized reporting, utilizing v-LookUp and formulas, and utilizing/interpreting pivot tables.
• Working knowledge in a Workforce Management software monitoring real-time statistics.
• Working experience with data mining, report analysis, or reconciliation in a healthcare billing or commercial insurance environment.
• Working experience serving as a liaison between business unit and information technology to ensure that technical issues are identified, resolved, and/or escalated in a timely manner.
• Proven ability to analyze complex data from various sources and translate into a viable report.
• Ability to troubleshoot basic technical issues prior to escalating to information services.
• Ability to interact and communicate with staff at all levels via email and verbally.
• Detail-oriented while maintaining the integrity of data entered into spreadsheets in Excel and WFM tool.
• Must be able to work a flexible schedule, including early mornings, after-hours, and/or on weekends as needed.

Preferred Qualifications:

• Associate's degree (or higher) from an accredited school.
• Ability to quickly analyze and effectively communicate on a diverse dynamic set of service items.
• Ability to present and report on issues in a concise, effective manner - ensuring issues are actionable.
• Strong reporting and data analysis skills using Excel or other Business Intelligence reporting tools.
• Programming experience with knowledge of SAS or SQL.
• Familiarity with Access as a database management system.
• Experience working with a sophisticated Workforce Management software tool.
• Previous experience in a Workforce Management role supporting a call center environment.
• Excellent organization and time management skills to manage a heavy workload and produce accurate information in a stressful environment with constant interruption.

Career Growth Opportunities and Learning Benefits

At Healthfirst, we are committed to the growth and development of our employees. As a Real Time Analyst, you will have access to a range of training and development opportunities to help you build your skills and advance your career. You will work closely with experienced professionals who are passionate about delivering exceptional customer experiences and driving business results. Our collaborative and dynamic work environment will provide you with the opportunity to learn from others, share your ideas, and contribute to the success of our organization.

Work Environment and Company Culture

Healthfirst is a values-driven organization that is committed to excellence, integrity, and respect. We believe in creating a work environment that is inclusive, supportive, and empowering. As a remote employee, you will be part of a virtual team that is connected by a shared passion for delivering exceptional customer experiences and driving business results. You will have access to a range of tools and resources to help you stay connected with your colleagues and contribute to the success of our organization.

Compensation, Perks, and Benefits

We offer a competitive compensation package that reflects our commitment to attracting and retaining the best talent. Our salary range for this role is $49,795 - $72,800, depending on your location and experience. In addition to your salary, you will have access to a range of benefits, including medical, dental, and vision coverage, incentive and recognition programs, life insurance, and 401k contributions. We believe in providing a comprehensive compensation and benefits package that recognizes your contributions to our organization and supports your well-being.

Conclusion

If you are a motivated and analytical professional who is passionate about delivering exceptional customer experiences and driving business results, we encourage you to apply for this exciting opportunity. As a Real Time Analyst - Contact Center Operations, you will play a critical role in the success of our organization and have the opportunity to build a rewarding and challenging career with a leading healthcare organization. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now and let's discuss how you can become a vital part of our success story.