Contact Center Traffic and Scheduling Analyst, Sr. analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Being a Contact Center Traffic and Scheduling Analyst, Sr. ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Additionally, Contact Center Traffic and Scheduling Analyst, Sr. utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Traffic and Scheduling Analyst, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
Description
Department: Contact Center
Supervisor Title: Contact Center Manager
Location: Afton, WY
Employment Status: Full-time
Compensation: Minimum $14.24, commensurate with experience and certification.
Benefits: We offer a competitive compensation package that includes:
Summary
As a Contact Center Representative, you support the Star Valley Health mission, vision and values every day. You are responsible for providing exceptional customer service and support to our patients, staff and community. You are often the first contact patients have with Star Valley and you are entrusted with the responsibility of providing a positive first impression to individuals served by Star Valley Health. You are responsible for providing timely, efficient, and customer focused service to patients, visitors, and team members.
Job Duties
- Billing questions
- Available medical services
- Hours of operation
- Locations
Requirements
Abilities & Skills:
- Excellent written and verbal communication skills in English; proficiency in Spanish is a plus.
- Strong customer service orientation with the ability to communicate effectively.
- Familiarity with medical terminology or experience in a medical office is advantageous.
- Proficient in data entry with attention to detail.
- Ability to multitask and prioritize tasks efficiently.
- Work in a team-oriented environment, communicate effectively, and demonstrate sensitivity to patients, visitors, and teammates.
- Demonstrate sound judgment, patience and always maintain a professional demeanor.
- Work in a busy and sometimes hectic environment.
- Creativity, problem analysis and decision making.
- Comply with HIPAA and other federal, state and local regulations as well as maintain the highest degree of confidentiality in patient, visitor and team member matters.
- Computer skills: Microsoft Word, Excel, Outlook, electronic medical records software, contact center software.
- Bilingual proficiency is preferred for effective communication with diverse customers.
Experience & Education
- High school diploma or GED
- Previous hospital or call center experience and knowledge of medical and billing terminology preferred
- General filing, billing, and business office organization experience preferred
- EMR/EHR experience preferred
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