Operations Associate II

Job description

Department: 12708 Enterprise Corporate - Patient Access & Care Team: Support Services Status: Full time Benefits Eligible: Yes Hou rs Per Week: 40 Schedule Details/Additional Information: M-F 8AM - 5PM Remote Must reside in AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY. Call Reporting and Analysis Develop and maintain recuring and ad hoc operational reports and dashboards. Extract, validate, and analyze data from multiple systems using SQL to ensure data accuracy and support operational decision making. Monitor key contact center performance metrics, identify trends and opportunities for improvement, and communicate actionable insights. Create, maintain, and enhance interactive dashboards and performance reporting in Power BI to provide timely, actionable insights into teammate, team, and service line performance. Analyze volume trends, staffing utilization, productivity metrics, and operational performance. Continuously identify opportunities to improve reporting efficiency through automation, process improvement, and data visualization best practices. Preferred Skills & Experience Experience writing SQL queries for data extraction, transformation, and analysis. Experience developing interactive dashboards and reports using Power BI (preferred) or similar BI platforms such as Tableau. Strong analytical and problem-solving skills with the ability to identify trends and provide actionable insights. Demonstrated knowledge of medical terminology and basic clinical concepts Experience working with large datasets in a contact center, healthcare operations, customer service, or related environment. Knowledge of data visualization best practices and KPI development. Ability to work independently and make effective decisions with minimal guidance. Pay Range: $28.55 - $42.85 Essential Functions Collects, reviews, and analyzes data related to assigned projects. Conducts time studies for various process improvement activities and compares performance prior to process changes and post implementation. Acts as a subject matter expert on certain aspects of practice operations as defined above in development of process workflows. Documents process workflows, develops job aids, documents process changes and publishes documents in an organized, disciplined format. Uses critical thinking skills to evaluate the current readiness for change and works to facilitate the change management process for all process and workflow changes for internal customers. Manages several projects at the same time. Trains teammates on various operational systems and/or new functionality through implementations as necessary. Interacts with providers, team members, and practice managers and implements stated organizational goals. Physical Requirements Work is performed in an open office with some partitioned areas. Work is generally performed at a desk using telephone and computer entry. Travel to other facilities and practices in teammate's vehicle is required on a regular basis. Each teammate has the responsibility to work in a safe manner. Education, Experience and Certifications Associate's degree plus 2 years practice operations experience or 4 years of related clerical or clinical practice experience required. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.