MTM Health · 2 days ago
Digital Agent Analyst
United States
Full-time
Remote
Mid Level
$65K/yr - $82K/yr
3+ years expMTM Health is a company dedicated to creating communities without barriers, and they are seeking a Digital Agent Analyst to enhance operational effectiveness and member experience. This role involves optimizing IVA processes, analyzing performance data, and collaborating with cross-functional teams to drive digital transformation.
CommunitiesHealth CareHospitalMedical
Responsibilities
Oversee overarching trends within the IVA and all AI functionality, utilizing data to improve overall performance for call containment
Define, optimize, and govern enterprise-wide IVA processes
Analyze key performance indicators (KPIs) across all plans for self-service to assess operational efficiency of the IVA and financial health of the overall business
Develop and maintain dashboards, reports, and models to track performance trends and forecast outcomes
Collaborate with cross-functional teams to identify performance gaps and recommend actionable solutions
Support strategic planning and budgeting processes with data-driven insights
Conduct root cause analysis on performance issues
Monitor call trends and member/client satisfaction to inform benchmarking and strategic initiatives
Assist in the design and implementation of performance management frameworks within the IVA and AI functions
Provides data-driven answers or solutions to business questions through assigned projects of moderate to high complexity
Utilizes strong consultative and collaborative approach in working with internal business partners to anticipate and address needs; effectively translates business questions or needs into solution and associated requirements
Identifies opportunities for improvement of processes and leads process improvement efforts
Analyze and derive findings, identify impacts, and formulate ideas, options, and recommended actions
Other duties as assigned
Qualification
Required
Analytical mindset with a focus on measurable outcomes and continuous improvement
Ability to present and manage up to executive level audiences
Ability to prioritize, manage multiple tasks and projects, and meet deadlines in a fast-paced environment
Proficiency in data visualization tools (e.g., Power BI, Call Center Platforms, AI Platforms) and advanced Excel skills
Strong operational knowledge with data modeling and statistical analysis
Excellent communication and presentation skills with the ability to translate complex data into actionable insights
Strong attention to detail
Demonstrate the ability to act upon deadlines that may change often
Detail-oriented with strong problem-solving and critical thinking abilities
Understanding of Lean Six Sigma or other process improvement methodologies
Ability to build partnerships and work collaboratively
High level of confidentiality
3+ years of experience in business analysis, performance management, or strategic planning
Experience in managing cross-functional projects and initiatives
High School Diploma or GED required
Bachelor's degree in Business, Finance, Economics, Data Analytics (or related field), or equivalent experience
Benefits
Health and Life Insurance Plans
Dental and Vision Plans
401(k) with a company match
Paid Time Off and Holiday Pay
Maternity/Paternity Leave
Casual Dress Environment
Tuition Reimbursement
MTM Perks Discount Program
Leadership Mentoring Opportunities
Company
MTM Health
MTM Health is a medical and transportation management company whose mission is to partner with our clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner.
1001-5000 employees
H1B Sponsorship
MTM Health 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 (1)
Funding
Current Stage
Late StageTotal Funding
$2.5MKey Investors
Advantage Capital
2022-08-01Debt Financing
2016-06-22Debt Financing· $2.5M
2015-11-17Debt Financing
Leadership Team
Rick Holbrook
Chief Technology Officer
Recent News
2025-02-06
Company data provided by crunchbase