Analyst, Operational Performance

Concentrix York , PA 17403

Posted 2 months ago

Job Title:

Analyst, Operational Performance

Job Description

The Analyst Operational Performance will deliver analysis of call center performance and customer satisfaction data in support of operational improvement initiatives. This position works on an analytic team to assess call center-controllable processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores. The Analyst Operational Performance will interpret performance trends, identify root causes behind the trends, and then help support and champion performance improvement efforts.

Essential Functions/Core Responsibilities

  • Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports

  • Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools

  • Determines areas for focus and conducts analyses to understand the drivers of performance gaps

  • Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time

  • Coordinates data feeds with Operations to provide data for analysis

  • Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives

  • Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation

  • Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes

  • Facilitates the implementation of action plans in collaboration with Call Center Operational units

  • Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics

  • Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations

  • Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans

  • Contributes to decisions regarding analytic design, information requirements and deliverable schedules

Candidate Profile

  • Bachelor's degree in related field from a four-year college or university with one to two years related experience preferred

  • Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes

  • Strong attention to detail

  • Sense of professionalism and ability to develop relationships

  • Strong communication skills, both written and verbal

  • Strong customer service orientation

  • Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts

  • Ability to work an emerging and rapidly changing environment

  • Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables

  • Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred

  • Proficient in Microsoft Office

  • Exposure to Six Sigma methodology

  • Up to 10% travel may be required

Career Level Description Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. Analyzes possible solutions using standard procedures and principles. Builds knowledge of the organization, processes and customers. Solves a range of straightforward problems. Receives a moderate level of guidance and direction.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an EEO/AA/M/F/Vet/Disability Employer

#NACNX

  • msja

Location:

USA, Cincinnati, OH

Language Requirements:

Time Type:

Full time


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Financial Analyst & Negotiator (61225)

Wellspan Health System

Posted 3 weeks ago

VIEW JOBS 3/15/2020 12:00:00 AM 2020-06-13T00:00 General Summary: Under general supervision of the Business Manager, Payor Contracting and in conjunction with objectives set by the Director of Payor Contracting, performs a variety of payment/financial analysis and financial reports for all System entities. Participates, and in some cases, manages third party payor contract negotiations to ensure fair/adequate payment rates & methodology, and acceptable & manageable operational terms as well as, memorializing such terms into the written payor agreement. Assures payor compliance with contract financial terms. Perform a wide variety of fiscal analysis and contracting recommendations in support of Payor Contracting and Population Health Finance. Provides financial support of contracted payor reimbursement, which include, but are not limited to, financial analysis, payor performance reporting, development of other fiscal management processes to support Payor Contracting and Population Health's portion of System's continuous pursuit of its Mission. Works independently and exercises independent judgment and discretion. Works collaboratively with strategic WellSpan Health Payors. Duties and Responsibilities: Prepares and analyzes various data reports in support of payor negotiation for all System entities. (Hospitals, Medical Groups, VNA, WellSpan Pharmacy, WME and Apple Hill Surgery Center). Prepares, analyzes the financial impact and negotiates contracts for specialty services, specialty pricing/bundles, entities, such as Hospitals, Medical Groups, Ancillaries and Dental Center. Prepares, analyzes and maintains payor performance reports/yield and payor scoring reports for all System entities and identifies opportunities for improvement. Supports System compliance with contract notification terms, such as, annual price increases and changes in service. In conjunction with Vice President of Payor Contracting & Population Health, prepares analysis for unique reimbursement methodologies for specialized payor contracts. Supports professional and collaborative relationships with Payors and team members. Manages active contract negotiation processes to ensure System contracting terms are adequately addressed, and the administrative process is controlled effectively on behalf of the Health System. Provides ad-hoc financial and negotiation analysis and reports to System management as requested. In conjunction with Business Manager and operational staff, analyze financial impact of contract reimbursement, policy or language changes/initiatives. Negotiates with payors to resolve via rate or language updates. In conjunction with Director of Payor Contracting, assure that proposed, new and/or changed contractual programs are attainable within the organization, the contract language accurately memorializes the agreed upon terms and appropriate WellSpan Health personnel is educated on the new or changed programs. Maintains knowledge of industry accepted contractual arrangements, financial opportunities, operational challenges and other payor initiatives. Including but not limited to State and Federal MCO regulatory programs. Participates in the strategic improvement of payor contracts as part of the Contract Integration Team and at times with Chief Clinical Directors, Directors of Quality, Administrative Vice Presidents, Quality & Clinical Improvement Managers, Ancillary & Hospital Leadership and Payors. Required Skills Bachelor's Degree Preferred Education Finance, Accounting, Management and/or Health Care Administration Bachelor's Degree Masters Level Management, HealthCare Administration/Finance/Payor Relationships Minimum Experience Working knowledge of Health System Revenue Cycle operations and payment methodologies. Overall understanding of various aspects of health care financing. Preferred Experience 3+ years Healthcare reimbursement, third party payor negotiation/operations or regulatory experience preferred. Excellent written and oral communication, interpersonal, computer; analytical, negotiation, project management and able to work well in a team Wellspan Health System York PA

Analyst, Operational Performance

Concentrix