Contact Center Forecasting Analyst II

Job Summary:

The Call Center Analyst III is responsible to serve as the Service Operations expert related to accreditation and government regulatory requirement and design internal operating procedures that ensure processes and reporting meet accreditation and regulatory requirements.

Essential Functions:

• Conduct Service Operations business analysis function to include analysis and interpretation of statistics
• Design, gather and analyze data for various function areas for resources, utilization, process and productivity performance and make recommendations for improvement
• Design and implement internal Service Operation processes and operating procedures, and ensure processes and reporting are in place to meet accreditations and regulatory requirements
• Collaborate in the development of business systems to support Service Operations related business processes and core organizational functions
• Prepare and deliver reports, recommendations, or alternatives that address trouble areas in systems or processes for Service Operations
• Establish application strategies and partner to drive application improvements
• Collaborate with business partners and end users to define business, financial, and operations requirements and systems goals; work with manager/director level to provide operational planning support (forecasting, staffing needs, budget requirements)
• Lead support activities including problem analysis, technical evaluation, work estimates, and implementation services
• Identify opportunities for continuous improvements through analysis of data, and drive change to improve business processes and the member/provider experience
• Develop business requirements / make business cases and actively manage projects to completion
• Direct and train new team members to orient them to policies, procedures, and responsibilities
• Perform any other job duties as requested

Education and Experience:

• Bachelor of Science degree in Management Information Systems, Business Analysis, or equivalent years of relevant work experience is required
• Minimum of five (5) years of customer service experience related to healthcare payer dealing with both members and providers
• Minimum of five (5) years of experience in data analysis and/or analytic programming is required
• One (1) or more years project management experience is required, to include previous experience implementing external partner operations and creation of process maps and policies
• One (1) or more years of experience supporting multiple state jurisdictions with different regulatory and service requirements are preferred
• Experience translating business requirements into technical specifications is required

Competencies, Knowledge and Skills:

• Overall knowledge and understanding of government regulatory requirements
• Experience with SAS and SharePoint is preferred
• Knowledge of application development, system design and development tools and languages
• Proficiency in Microsoft Office is required
• Ability to understand and translate accreditation and regulatory requirements
• Ability to document and maintain system requirements including process flows is required
• Ability to analyze processes and produce recommendations for improvements is required
• Ability to develop, prioritize and accomplish goals
• Ability to keep current on technologies through self-directed learning
• Excellent written and verbal communication skills
• Strong interpersonal, active listening and critical thinking skills

Licensure and Certification:

• None

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time
• Ability to travel as required by the needs of the business

Compensation Range:

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Organization Level Competencies

• Create an Inclusive Environment

• Cultivate Partnerships

• Develop Self and Others

• Drive Execution

• Influence Others

• Pursue Personal Excellence

• Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.