Analyst, Technical Patient Service Center

Job description

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 Technical Analyst, Workforce Management, helps provide a seamless and consistent customer service interaction experience. The analyst monitors metrics to improve key performance indicators (KPIs) and analyzes data to provide insights and identify trends that can help improve operational efficiency and evaluate the effectiveness of Omnichannel strategies, optimization, and patient engagement. The Analyst supports staffing optimization by load-balancing skills/queues/resources to help ensure service levels are met. The Analyst supports generating agent reports and dashboards to track metrics related to workforce management, such as staffing levels, overtime, and employee productivity. The Analyst builds employee schedules and adds exceptions, approves or denies time off requests, and monitors agent productivity. The Analyst analyzes workforce data such as forecasting, staffing models, and metrics to provide insights and a Root Cause Analysis that can help improve operational efficiency. In addition, the Analyst configures, updates, and maintains Workforce Management software. The Analyst provides support for technical issues related to Workforce Management and systems. Lastly, the Analyst provides ongoing support to help staff adapt to new technologies and partners with and supports IT/Telecom to diagnose and quickly resolve Omnichannel technical issues. Minimum Requirements BS or BA degree or equivalent combination of education and work experience. Minimum of 2 years of relevant experience with Contact Center Customer Service metrics and/or analytics Workforce Management experience is preferred Project Management experience is preferred Project Timeline experience is preferred Leadership, Contact Center Customer Service, Project Management, or a background in Analytics Workforce Management Software experience preferred; NICE, IEX, Kronos, Genesys, Blue Pumpkin, TCS, or any WFM-related software 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.