Healthfirst · 8 hours ago

Workforce Systems & Reporting Analyst

Tennessee, United States

Full-time

Remote

Mid Level

$57K/yr - $78K/yr

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Commercial InsuranceHealth Care

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Responsibilities

Identify root causes and make recommendations for process improvements to increase efficiency and improve overall productivity

Assess, prepare, and address the operational impacts, workflow, and training issues related to any assigned project(s)

Provide daily, weekly, and monthly status to the Business Unit(s) via dashboards, reports, and tools including but not limited to Workforce Management Activity, Desktop Process Activity, Data Maintenance Inventory, Payroll/Time Management, Agent/Department Performance, Provider Data Management Program, and Provider Portal Activity

Collaborate with business units to understand strategic goals and promote an environment conducive to creativity, change, and information exchange

Participate in systems testing and validation for various systems including call center programs, SharePoint, Salesforce and other business-related programs

Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making

Create and edit ad-hoc reporting to be used to identify tracks and trends to increase overall operational efficiencies with supported departments

Work with leadership team on execution or recommended schedule adjustments to meet daily KPIs while also maintaining Key Performance Metrics Scorecards for the business using WFM and customized tools

Support ad-hoc requests from Leadership as requested

Seek occasional guidance while working under moderate supervision from Team Leads, Managers, SME’s, etc.

Other related duties as assigned

Qualification

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Microsoft ExcelSQLSalesforceSharePointVerint Workforce ManagementData interpretationHealthcare claims processingProject management

Required

Associates degree from an accredited institution or relevant work experience

GED or HS Diploma from an accredited institution

Experience in Microsoft Excel creating formulas, pivot tables, using macros, creating graphs and producing reports with large volume of data

Ability to gather business requirements, create, execute and control tools to improve the overall operational efficiency of a business

Working experience with call center computer software applications such as Microsoft Office, SAS, SQL, Salesforce, SharePoint, Verint Workforce Management, Desktop Process Analytics, Interactive Intelligence Administrator/Attendant or Crystal Reporting

Working experience using analytical and problem-solving skills; interpreting and summarizing complex data as it relates to call center operation and technologies

Experience presenting reports, forecasts, trends and recommendations to the team and senior management in a clear, concise, and actionable manner

Ability to work effectively and meet deadlines in a rapidly changing environment, while handling multiple projects at a time whether individually or working with a team