Your Role

The Growth and Servicing analytics team is part of the centralized Data and Analytics organization and oversees Analytics relating to Contact Center, Digital, Marketing, Claims, Appeals, Grievances, Disputes, Customer Experience and Lines of Business. The Data Analyst, Senior will report to the Senior Manager of Inventory Management. In this role you will support the contact center customer experience stakeholder to deliver faster and deeper data insights and solutions with measurable financial and experiential outcomes. You will connect into the contact center domain, harnessing all available data to execute analytic initiatives that help achieve contact center goals around experience, efficiency, and cost of healthcare. You will also engage directly with stakeholders to help frame business problems, participate in recommending analytic frameworks to address those problems and deliver high quality / high impact solutions.

Your Work

In this role, you will:

• Analyze structured and unstructured data to uncover pain points, establish causality/identify the root causes and recommend and size improvements for prioritization
• Build complex data sets linking data to enable analytics
• Use statistics and modeling to identify causes/drivers of call volume, call duration, call experience metrics
• Build reports and dashboards to empower stakeholder decision making
• Perform text mining/topic modeling to mine insights from verbatims, chats, call transcripts

Your Knowledge and Experience

• Bachelor’s degree in mathematics, health science, quantitative social science, statistics, engineering or health services researc, or with demonstrated equivalent work experience
• Requires at least 5 years of prior relevant experience
• Requires at least 3 years of experience in Health Care (managed care, academic, or gov't payer)
• Working experience with complex data sets and contact center knowledge – processes, journeys, tools such as Nuance, Avaya/Genesis, Verint/NICE, Five9
• Proficiency in Python, Machine Learning Experience and SQL is strong preferred
• Proficiency in statistics, regression techniques, text mining and predictive modeling is strong preferred
• Desire proficiency in cloud-based computing and data platforms (Azure, Google Cloud, BigQuery, Snowflake, Databricks)
• Advanced level skills in text as data, transcripts/review analysis
• Desire proficiency in agile methodology, confluence, Jira, or other relevant tools
• Must be able to create data visualizations to effectively narrate an actionable data story. Preferred working experience with Tableau Desktop
• Requires SAS Certified Base Programmer Credential or equivalent