Description and Requirements
The Real Time Analyst (RTA) is responsible for real-time and/or intraday management of resources and call flow support for a multi-site healthcare call center to ensure the correct number of employees are available at the right times to answer an accurately forecasted volume of incoming or outgoing calls at the desired service level.
This position is Remote
Duties and Responsibilities Include:
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Minimum Qualifications:
- High School Diploma or GED from an accredited school.
- Working experience utilizing Microsoft Excel to generate standardized reporting, utilizing v-LookUp and formulas, and utilizing/interpreting pivot tables.
- Working knowledge in a Workforce Management software monitoring real time statistics.
- Working experience with data mining, report analysis or reconciliation in a healthcare billing or commercial insurance environment.
- Working experience serving as a liaison between business unit and information technology to ensure that technical issues are identified, resolved and/or escalated in a timely manner.
- Proven ability to analyze complex data from various sources and translate into a viable report.
- Ability to troubleshoot basic technical issues prior to escalating to information services. Ability to interact and communicate with staff at all levels via email and verbally.
- Detail oriented while maintaining the integrity of data entered into spreadsheets in Excel and WFM tool.
- Must be able to work a flexible schedule including early mornings, after-hours and/or on weekends as needed
Preferred Qualifications:
- Associate's degree (or higher) from an accredited school.
- Ability to quickly analyze and effectively communicate on a diverse dynamic set of service items.
- Ability to present and report on issues in a concise, effective manner - ensuring issues are actionable.
- Strong reporting and data analysis skills using Excel or other Business Intelligence reporting tools.
- Programing experience with knowledge of SAS or SQL.
- Familiarity with Access as a database management system.
- Experience working with a sophisticated Workforce Management software tool.
- Previous experience in a Workforce Management role supporting a call center environment.
- Excellent organization and time management skills to manage heavy workload and produce accurate information in a stressful environment with constant interruption.
Compliance & Regulatory Responsibilities: NA
License/Certification: NA
Hiring Range:
- Greater New York City Area (NY, NJ, CT residents): $57,408 - $76,960
- All Other Locations (within approved locations): $49,795 - $72,800
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
The hiring range is defined as the lowest and highest salaries that Healthfirst in "good faith" would pay to a new hire, or for a job promotion, or transfer into this role.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.