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Clinical Contact Center Business Support Manager (SQL/Reporting)

Company Name:
Test Company KP
Title: Clinical Contact Center Business Support
manager
(SQL/Reporting)
Location: Fairfax, VA
The Clinical Contact Center Business Manager has responsibility for providing financial and analytical support including performance reporting for all of the functions within the Clinical Contact Center. This is a key
position
to support and monitor the ability of the Clinical Contact Center to provide
services
to the members of the Mid-Atlantic Region.
Essential Functions:
- Manages direct report of performance analyst who will provide a high level of technical expertise in systems relating to the Clinical Call Center.
- Prepares and makes provision for accurate and timely performance reports for the critical aspects of the Clinical Contact Center service functions adequate to drive data-based management decision-making.
- Represents department on interdepartmental project teams.
- Inputs data and produces simulation reports needed for forecasting call volume and scheduling as well as for long term capital, operational budget and staff planning.
- Requires effective forecasting and scheduling to ensure that staffing matches volume demand.
- Requires a management engineering approach to work flows and processes.
- Utilizes simulations and modeling to project resource needs and costs.
- Must be able to explain highly technical data to less technical stakeholders.
- Provides analytic feedback to Clinical Contact Center operations managers to facilitate achievement of performance objectives.
- Designs and implements data bases and reports used for the day to day management and performance monitoring of the Clinical Contact Center and other designated areas.
- Monitoring to ensure that resources are utilized effectively.
- Identifies relevant short, medium and long term trends and brings same to the attention of the Clinical Contact Center Management to ensure that performance standards are met.
- Coordinates and collaborates with Delivery System Performance Management regarding strategic planning, budgeting, performance monitoring, etc.
- Acts as a regional resource with regards to both operational and strategic access initiatives.
- This includes reviewing alternative models or strategies and there potential impact on service and budgetary goals, analysis of other Kaiser statistical information with the objective of identifying trends and best practices.
- Provides requested data and analysis for NCQA and other regulatory agencies.
- Oversees Network Specialty Termination notification, including vendor contract negotiation and management as well as letter generation, which has compliance accountability.
- Designs data collection and reports to assist Managers in task of ensuring appointments are booked appropriately.
- Enables the Team to identify problems and develop solutions that improve performance and satisfy members and providers.
- Provides credible, accurate and relevant data in order to meet standards, satisfy customers, and build support and cooperation with the KPMAS
community
.
- Directs call center scheduling function that provides research and recommendations on optimal staffing patterns to department performance objectives.
- May plan and organize analytical and reporting activities for other areas as designated.
Qualifications:
Basic Qualifications:
Experience
Three (3) years of experience in an analytical position like Telecommunications, Information Systems or other relevant area.
Education
- High School Diploma or GED required.
License, Certification, Registration
- N/A.
Additional Requirements:
- Competency with Microsoft Office Suite of products (Word, Excel, PowerPoint, Visio, Project).
Preferred Qualifications:
- Three (3) years of experience in an analytical position like Telecommunications, Information Systems or other relevant area preferred. This includes three (3) years experience developing statistical reports to measure and evaluate individual and group performance in a related environment.
- Bachelor's degree OR three (3) years of a strong quantitative analysis background.
- Familiarity with collection, production and analysis of statistical information.
- Expertise in queuing theory, forecasting, and scheduling preferred.
- Extensive familiarity with Call Center operations and technology preferred.
-
computer
literacy (especially spreadsheets, data base management software).
- Has understanding of health care preferred.
- Able to predict call volumes, message transfer rates, appointment availability preferred.
- Timeliness of the delivery of data is essential.

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