If you are passionate about making a difference in the work you do, being recognized for your talent and expertise in solving complex and challenging analytical/data problems while contributing to the success of key strategic initiatives, consider growing your career with a Fortune 10 healthcare leader!
As a member of the Enterprise Analytics organization you will be responsible for the leadership and coordination of critical cross-functional analytic initiatives aimed at driving best in class analytic solutions for our call center and customer service. You will provide exceptional consultative skills working with stakeholders to capture their business requirements and build out patient experience improvement and workforce optimization systems. This will include measurement of patient behavior drivers, pilot execution and measurement, call volume forecasting, capacity planning and workforce schedule optimization. You will be responsible for planning and deployment of advanced modeling initiatives, which can include process improvement, system integrations, insight tools development, and data infrastructure. You will collaborate with business partners from client operations, information technology, resource planning, call centers, clinical, marketing, and program development, and analytics and data science partners to develop and implement effective analytic solutions to support data-driven business decision making for our partners, improve our service model and customer experience and satisfaction.
Essential Job Functions:
Provide overall leadership for customer experience, call volume forecasting, capacity planning, workforce schedule optimization, including oversight and coordination of all solution components within Enterprise Analytics to deliver effective solutions to our partners;
Develop core analytic development processes and workflows to ensure cross-team collaboration and leveraging specialty expertise from across Enterprise Analytics and other internal partners;
Develop a core understanding of drivers patient calling and digital utilization drivers, call volumes, capacity planning, and integration with e-workforce management tool (e.g. Aspect;);
Collaborate with key internal and external stakeholders to gather and analyze their needs;
Identify opportunities for process improvements with cross-functional team, including internal stakeholders and external vendors;
Identify the data gaps, and create action plans to work with data engineering and IT teams to fill those gaps and provide timely progress updates to the stakeholders;
Develop and maintain staffing and analytic work plans for each need;
Apply creativity in developing analytic solutions based on available data sources, and in representing analytic findings in reports, tools, and other media to support most effective translation and application of internal and external customers;
Partner with data science collaborators to design, implement and deploy advanced analytic solutions;
Design and implement robust analytic and data insights solutions to support the identified needs.
To be considered for this new opportunity on our team, please have a minimum of 8 years of relevant experience. Educational background may serve as a substitute for part or all of the length of relevant employment requirement. In addition, you will need to have:
Working knowledge of health care industry products/services and operations and experience working with administrative claims data;
Ability to establish and maintain effective working relationships with a variety of internal and external partners;
Process improvement and project management skills, including coordinating activities across diverse departments and ensuring that contributions across different teams are aligned and integrated as part of overall delivery;
Outstanding written and oral communication skills, including developing and presenting strategic plans and analytic roadmaps to executive and technical audiences with the goal of obtaining feedback and alignment on project goals and delivery strategies;
Proficiency and understanding in data analysis and management tools such as SQL, Python, R, SAS and exposure to data visualization with tools such as Tableau
Excellent problem solving skills and ability to construct analytic solutions to business problems
Ability to quickly develop knowledge and understanding of new domains and underlying data sources.
Working knowledge of modeling and forecasting techniques such as time series, multivariate sequence models.
Proven ability to develop innovative analytic approaches leveraging all available internal and external data sources.
Experience with call volume forecasting, capacity planning and workforce optimization;
Familiarity with software tools such as Avaya, PeopleSafe, Aspect's EWFM;
Experience with in-depth statistical methodologies.
Bachelor's degree in relevant technical field required, advanced degree/experience in Project Management, industrial engineering, or MBA strongly preferred.
It's a new day in health care.
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all.
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.
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