**This position is Remote

Duties & 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, SMEs, etc.

• Other related duties as assigned

Minimum Qualifications

• 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

Preferred Qualifications

• Bachelors degree from an accredited institution or relevant work experience

• History of solving problems with some guidance by subject matter experts, management, general organization objectives, policies, and goals

• Knowledge of Medicare and Medicaid programs and reimbursement methodologies

• Knowledge of healthcare claims processing practices in a managed care setting

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.