Ohio State University Physicians · 2 months ago
Workforce Analyst
Columbus, OH
Full-time
Onsite
Entry Level
$22.17/hr - $33.25/hr
1+ years expOhio State University Physicians is dedicated to providing exceptional patient care while fostering a collaborative work environment. The Workforce Analyst will analyze call volume, staffing levels, and call center performance data to provide real-time reporting and recommendations to ensure business needs are met.
Hospital & Health Care
Responsibilities
Monitoring of queues in real time across multiple lines of business comparing forecasted and actual results, re-forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume
Administration of Workforce Management System, which includes creating, monitoring and managing employees work schedule and adherence
Make recommendations, based on Workforce Management escalation plans, and experience to achieve staffing and company goals to include changing operational guidelines to improve communications and operational efficiency
Identify and anticipate issues, including but not limited to system downtime, processes and staffing gaps; react to changing situations with solutions, timelines, and data
Report, monitor, track, and analyze service level performance, including future projected performance - provide this information to Member Service Center management, including determining overtime needs
Collaborate with supervisors and leadership to identify when standards are not met, opportunities are available for improvement and trends in data and forecasting are emerging; making recommendations for solutions and escalating as appropriate
Qualification
Required
Bachelor's degree or an equivalent combination of education and a minimum of one year of previous experience in forecasting, monitoring and/or analysis of customer contacts
Working knowledge of Cisco CUIC, or a similar ACD reporting tool
Experience working with large data sets and databases
Highly collaborative and solution focused
Strong problem-solving, critical thinking, communication, and analytical skills
Excellent time management skills with an ability to multi-task, manage priorities and workflow, and complete repetitive tasks daily
Demonstrated ability to identify problems, perform root-cause analysis, and proactively identify and recommend solutions to improve the business
Ability to work in a fast-paced environment where continuous innovation is desired, as well as the ability to work under pressure, meet deadlines and redefined priorities, with an emphasis on providing data for interval performance
Strong team player with a 'can do' attitude willing to help teammates, as needed, to complete all departmental work
Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily
Demonstrated ability to develop professional working relationships, plan, organize, and prioritize multiple tasks, work independently, and be self-motivated and results and detail oriented
Candidate must demonstrate a commitment and desire to grow professionally and promote the company philosophy, mission, and administrative policies to ensure quality of care
Preferred
Two years of experience in a fast-paced call center environment
Strong administrative and technical skills including familiarity with Microsoft Office (Outlook, Word, Excel, PowerPoint), video conferencing and messaging (Teams & Zoom), and telephones
Benefits
Medical
Dental
Vision
Health reimbursement accounts
Flexible spending accounts
Retirement
Employee assistance program
Paid time off
Holidays
Wellness program
Company
Ohio State University Physicians
Ohio State University Physicians is the medical group managing The Ohio State University Wexner Medical Center, creating a fully integrated, high-performing practice.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Karrie Jordan, MBA
Human Resources Business Partner II
Lori Oberholzer
Chief Compliance Officer
Company data provided by crunchbase