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UMass Memorial Health - Worcester, MA
posted 2 months ago
Full-time - Mid Level
Worcester, MA
10,001+ employees
Ambulatory Health Care Services
About the position
The PAC Forecast & Monitor Analyst at UMass Memorial Health Care is responsible for analyzing the performance of the Patient Access Center (PAC) and providing insights to improve operational efficiency. This role involves monitoring call center processes, generating reports on call volume trends, and presenting findings to management. The analyst plays a crucial role in ensuring high-quality patient care through data-driven decision-making.
Responsibilities
- Accurately and routinely performs analysis of overall PAC performance.
- Maintains a high level of awareness of call center processes, procedures, and industry leading practices.
- Identifies, monitors, and articulates reporting requirements including target benchmarks, anticipated outcomes, and additional key performance indicators.
- Provides weekly reports that analyze call volume trends, call type breakdowns and performance based on defined key performance indicators.
- Continually monitors data and articulates trends to PAC management.
- Performs various ad hoc analyses; formulates conclusions and presents conclusions to management.
Requirements
- Bachelor's degree in business or information technology related field.
- Strong computer skills and aptitude with Network environment and Microsoft Office applications.
- Experience with Excel formulas, macros, and visualization.
- Ability to analyze high-level metrics and research trends.
- Ability to determine root cause(s) of performance trends.
- Experience with statistical analysis.
Benefits
- Potential signing bonus available.
- Opportunities for career growth and development within a large health system.
