Job Information
UCLA Health Workforce Analyst- Patient Communication Center in Agoura Hills, California
Description
The Workforce Analyst will support the Patient Communication Center by making data related real-time decisions to alleviate impacts to Service Level and Performance goals. This requires strong analytical skills, timely communication, a sense of urgency and reliability in order to maintain visibility on an average of 1250 calls per hour, patterns and adherence trends. This data will be communicated in real time to all members of the administrative team to ensure positive overall service to our patients.
Analyze and interpret data from daily reports and real-time dashboard to ensure the most efficient and timely workforce coverage.
Address teams falling below the Patient Communication Center Service level goals and teams with Abandonment rates greater than the goal.
Monitor, report out, and address agent performance and adherence to achieve expected call metrics such as Average Speed of Answer and Not Ready time.
Allocate any available/idle patient communication representatives to queues with calls holding and adjusting skill proficiency within the Cisco system.
Review weekly and monthly call system reports in order to identify opportunities for adjustments to staffing or workflows.
Provide support to all patient communication representatives to improve inefficiencies.
In the event of any queue issues, communicate with the telecom team, affected parties and management. Proactively recognizes potential issues and develops plans to address.
This position works under a fixed hybrid model and will require you to be on site 1 to 3 days at either our Irwindale or Agoura Hills location.
Salary range: $64,800-$137,600Qualifications
Skill in analyzing information, problems, situations, practices, and procedures to recognize alternatives and provide solutions.
Knowledge to problem-solve with other members of the Patient Communication Center team and to effect change toward improvement of services.
Skill in speaking clearly and using appropriate grammar. Must have pleasant and courteous telephone voice and manners.
Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.
Possesses strong customer service skills to promote pleasant and effective interactions with patients, staff, and doctors.
Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment.
Skill to organize workflow to accomplish established objectives.
Ability to establish cooperative working relationships with administrators, physicians, peers, and the public.
Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.
Advanced organizational skills to ensure a workable, efficient office.
Strong analytical skills, ability to parse complex data sets and identify trends
Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word, Excel, Outlook, CareConnect, and the internet.
Typing skills to prepare forms and correspondence with speed and accuracy.
General knowledge of medical procedures and terminology.
Position may be subject to testing
UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.