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Millennium Physician Group · 3 hours ago

Real Time Analyst

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Millennium Physician Group is a healthcare management organization seeking a Real Time Analyst to ensure the efficient operation of their call center. The role involves monitoring agent activity, managing schedules, and implementing strategies to optimize performance and maintain service levels.

Electronic Health Record (EHR)Health CareMedicalNursing and Residential Care

H1B Sponsor Likely

Responsibilities

Continuously monitor and analyze agent activity to ensure proper adherence to schedules and service level agreements (SLAs)

Monitor call center systems for any system outages or issues impacting operations and take appropriate action to resolve or escalate

Notify supervisors and management of potential issues that could impact performance, including low staffing levels, system outages, or agent availability

Manage and update real-time agent breaks, lunches, and off-phone activities to maintain proper staffing levels throughout the day

Adjust schedules as necessary to optimize staffing based on current call volume and operational needs

Update and distribute intraday interval reports detailing call center performance metrics, including agent adherence, call volume, and service levels

Provide real-time updates and performance analysis to management to assist in decision-making

VTO (Voluntary Time Off) Management:

Oversee the Voluntary Time Off (VTO) process, ensuring that requests are processed in a timely and efficient manner

Manage VTO schedules and ensure they are aligned with operational needs and staffing requirements

Act as a liaison between agents, supervisors, and management to ensure accurate communication of schedule changes, issues, or escalations

Collaborate with leadership to proactively identify opportunities to improve real-time performance and staffing efficiency

Monitor operational trends and provide feedback on opportunities to optimize call center processes

Assist in the development and implementation of the best practices and process improvements

Demonstrate excellent guest service to internal team members and patients

Perform other related duties as assigned

Qualification

Call center operationsReal-time monitoringScheduling toolsHealthcare experienceAnalytical skillsMicrosoft Office SuiteCommunication skillsInterpersonal skillsProblem-solvingFlexibility

Required

A bachelor's degree in business administration, communications, or a related field

2+ years of experience in a call center environment, preferably in a real-time monitoring or workforce management role

A strong understanding of call center operations, performance metrics, and scheduling processes is essential for success in this role

Strong analytical skills and keen attention to detail

Advanced skills in call center software, scheduling tools, and the Microsoft Office Suite (including Excel, Word, Outlook, and Teams) are required

Demonstrated ability to manage multiple tasks simultaneously and prioritize effectively in a dynamic, fast-paced environment

Excellent communication and interpersonal skills are necessary, with a proven ability to collaborate effectively across various teams

A strong aptitude for problem-solving and a keen attention to detail are crucial for navigating challenges that may arise

Flexibility to handle unforeseen situations and a willingness to adapt to changing circumstances is important

Open to working flexible hours, including evenings, weekends, and holidays, as required by the needs of the team and organization

A capacity to work effectively under pressure while maintaining a positive and professional demeanor

We are looking for dedicated individuals who are eager to contribute to our team and provide exceptional support to our clients in a rewarding healthcare environment

Ability to work independently in a fast-paced, cross-functional environment

Preferred

Previous experience in a healthcare setting is highly valued and enhances our team's effectiveness

Company

Millennium Physician Group

Millennium Physician Group provides end to end inpatient telemedicine and health care services.

Founded in 2008

Fort Myers, Florida, USA

1001-5000 employees

https://www.millenniumphysician.com

H1B Sponsorship

Millennium Physician Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (2)