PCC Enterprise Analytics Specialist

Pediatric Associates was founded in Hollywood, FL in 1955. The same clinician-led, evidence-based, medical home passion is a unifying driver for those who join Pediatric Associates Family of Companies. The Pediatric Associates Family of Companies is a growing team of Pediatricians and Pediatric Care Teammates who are excited to be part of the first nationwide Pediatric Primary Care Medical Home. We further our uniqueness by ensuring the clinician voice is leading our medical home innovations.

Remote Opportunity

PRIMARY FUNCTION

The PCC Enterprise Analytics Specialist is responsible for the business analytics and development of the Patient Contact Center Enterprise. This position utilizes immediate complex critical decision-making skills and makes recommendations based on internal and external factors to minimize risks and formulate plans to achieve an organization's long-term goals. The position will develop PCC strategies to support business growth and stability in the department. Will be responsible for conducting analysis to help with decision making at an enterprise level.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Determines call center operational strategies and KPI by conducting needs assessments, performance reviews, capacity planning, budgeting, and cost/benefit analysis; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Is proactive to identify areas of improvement via system and analytical audits and assists in quality assurance implementation.

Use call center systems to identify gaps, recommend improvements and ensure all support systems integrate seamlessly with the existing process and strategy. Create and process a variety of analytical reports to include but not limited to: KPI reporting, proactive alerting, predictive analysis, and prescriptive action, completing action plans; completing system audits and analyses; managing system.

Provides and presents findings of analysis to the PCC leadership team by defining, analyzing, and delivering actionable intelligence to operational decisions. Provides recommendations to process, operations, and policy improvement based on analysis.

Engages and collaborates with inter-departmental teams to maintain abreast of company activities, projects, and operations that may impact the PCC department. Accounts for any inter-departmental activities that may impact PCC efficiency and metrics and mitigates any potential risks or negative impact to PCC operations by providing recommended actions to PCC leadership.

Maintains abreast of industry best practices and tools, and provides recommendation to implement new processes, tools, methodologies, processes, and technologies.

Collaborates and assists leadership in implementation of department improvement projects.

Partners and works closely with 3rd part vendors.

Oversees and works with 3rd party vendor.

QUALIFICATIONS

EDUCATION:

• Bachelor's degree in business administration, Engineer, or related analytics field required.
• 5 years of related experience is commensurate to the education required.

EXPERIENCE:

• 5+ years analytics or related experience.
• Call Center experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Understanding of technology used in contact center operations including call routing, call system reporting, EHR, and database management.
• Strong analytical skills
• Ability to think strategically.
• Good communication skills.
• Leadership skills.
• Organizational skills.
• Willingness to work with others and respect their views.
• Negotiating skills.
• Excellent interpersonal and communication skills verbally and written.
• Excellent decision making and problem-solving skills.
• Ability to be detail oriented and have good analytical skills.
• Must have good judgment, careful listening, and critical thinking skills.

TYPICAL WORKING CONDITIONS

• Non-patient facing
• May rotate working in the office and remote/telework.

• This job must be U.S. based or nearshore based.

• Ability to travel.

OTHER PHYSICAL REQUIREMENTS

• Vision
• Sense of sound
• Sense of touch

PERFORMANCE REQUIREMENTS

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.

The Pediatric Associates Family of Companies an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.