About the Role
Contact Center Workflow Optimization Analyst II
Work from Home
Nashville, TN, United States
Full-time • Work From Home
Admitting Registration Clerical and Scheduling
Job ID: 2657832
Description
Introduction
Do you want to join an organization that invests in you as a Contact Center Workflow Optimization Analyst II? At Work from Home, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.
Benefits
Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
- Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
- Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
- Free counseling services and resources for emotional, physical and financial wellbeing
- 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
- Employee Stock Purchase Plan with 10% off HCA Healthcare stock
- Family support through fertility and family building benefits with Progyny and adoption assistance.
- Referral services for child, elder and pet care, home and auto repair, event planning and more
- Consumer discounts through Abenity and Consumer Discounts
- Retirement readiness, rollover assistance services and preferred banking partnerships
- Education assistance (tuition, student loan, certification support, dependent scholarships)
- Colleague recognition program
- Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
- Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.
You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Business Analyst II like you to be a part of our team.
Job Summary and Qualifications
A Contact Center Workflow Optimization Analyst will be responsible for assisting the Company in monitoring and optimizing operations. He/she will also interpret, design and develop appropriate analyses to solve complex operational and/or financial problems. Assists with developing and reviewing any reports necessary to support Parallon operations, including the development of tools to effectively measure performance. The Analyst will work closely with management to research and answer operational trends and results.
What You Will do in this Role:
- Access data for analysis using business intelligence tools (e.g. Tableau, Microstrategy Visual Insight, SQL, Power BI, etc.)
- Financial analytics to track and assess ROI on various business/strategic initiatives
- Develop and produce month-end reports for internal and external use.
- Support department in retrieving and organizing the necessary data for reporting.
- Communicate results of analysis to various levels of the organization including Executive Leadership. Establish benchmark performance metrics for services, centers and employees
- Develop, analyze and interpret key performance indicators (KPIs)
- In conjunction with Operations Management and Process Innovation staff, continually assess the efficiency of Operations work flows, practices, processes, procedures and/or systems
- Review efficiency and effectiveness of operations workflows/procedures
- Evaluate inventory strategies, including conducting champion challenger tests
- Create process documentation
- Ad hoc requests from management
Qualifications:
- Bachelor’s degree in business administration, operations management or related subjects.
- 5-10 years of relevant work experience in financial or operational analysis.
- Preferred candidates will have experience in using tools such as Tableau, Microstrategy or Power BI as well as write SQL queries to extract data.
- Knowledge of healthcare and/or call-center operations preferred
- Excellent oral and written communication skills in in individual and group setting
- Experience with current Parallon software technologies such as Genesys or Meditech.