Job Description
Speech Analytics Analyst
Job Locations: US-Remote
Requisition ID: 2022-28266
# of Openings: 1
Category; Operations
Overview
Who we are…
Ciox Health merged with Datavant in 2021, creating the nation’s largest health data ecosystems, powering secure data connectivity on behalf of thousands of providers, payers, health data analytics companies, patient-facing applications, government agencies, research institutions and life science companies. The combined company is focused on improving patient outcomes and reducing costs by removing impediments to the secure exchange of health data. Ciox, a Datavant company will offer the ability to access, exchange, and connect data among the thousands of organizations in its ecosystem for use cases ranging from better clinical care and value-based payments to health analytics and medical research.
What we offer…
At Ciox Health we offer all employees a place to grow and expand their current skills to create a career that you can be proud of. We offer you complete training and long-term career goals. Our environment is what most of our employees are the proudest of. Give us just a few moments to explain why we need you and hope you will help us change how the health Industry manages its’ medical records.
What we need…
As CIOX HEALTH’s Speech Analytics Analyst (SAA), you will serve as the primary point person to analyze call center interactions between call center agents and providers to identify actionable insights that drive deeper insights into KPI performance and provider experience. The Speech Analytics Analyst will be responsible for analyzing and partnering with operational leaders to develop improvements in business processes, facilitate the creation of appropriate reporting, and manage the speech analytics technology solution.
Responsibilities
What You Will Do…
- Support the Operations team by utilizing speech analytics technology to deliver predictive and prescriptive insights that drive quantifiable improvements to provider experiences, a deeper insight of KPI performance and trends, and improved business performance that supports the strategy and direction of the Payer Operations teams.
- Requirements gathering, definition, documentation, identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution.
- Define and develop speech/text queries in speech analytics tool to support analysis plan designed to accelerate optimal results
- Responsible for creation of specific data categories within interaction analytics software, as well as oversight for current category performance to ensure optimal results
- Analyze massive amounts of call data to identify solutions to improve and enhance Contact Center performance.
- Make recommendations and define data strategies that help to solve critical business problems and support operational strategies.
- Manage the technology that identifies real-time agent and provider behavioral insights to improve call handling strategies and enhance agent skills.
- Create reporting to proactively identify potential negative consumer impacts and work with Operational Leaders to drive change.
- Leverage reporting results to identify real time issues requiring business attention.
- Own on-time delivery and accuracy of reports/visualizations that are in tight alignment with specified analytical objectives utilizing best practices for reporting and speech analytics methodologies.
- Collaborate and communicate effectively with key business stakeholders and operational counterparts.
- Create Executive-level presentations to ensure understanding of our current customer experience and highlight opportunities.
- Test and implement new functionality, as needed.
- Provide ongoing operational support.
- Perform other related duties as assigned.
Qualifications
What Helps You Stand Out…
- Bachelor’s degree (or equivalent experience) in Business/Health Information Management, analytical or quantitative related field.
- 3+ years’ experience in data mining, analysis, and modeling preferably in a call center environment.
- 3+ years of Analyst work experience
- Prior Speech Analytics expertise, related to customer feedback channels and reporting, preferred
- Demonstrate strong competency and comfort working with and analyzing large sets of data.
- Proficient with Microsoft Windows applications, specifically Excel macro and pivot tables.
- Must have strong analytical, problem solving, organizational, and administrative skills.
- Strong project management skills.
- Excellent verbal and written communication skills with the ability to present information in a concise manner across all levels of the Company.
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Ciox Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
For remote work, this position requires that you provide a high-speed internet connection, subject to applicable expense reimbursement requirements (if any), and a work environment free from distractions.