Manager Analytic Call Center (Work From Home)

Job ID: J127270
Company: Highmark Health
Location: Home, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Jul 11, 2018

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Description

JOB SUMMARY

This job oversees front-line support to users of the Analytic Platform for the organization and its Health Plan Partners.  The incumbent leads the analytic call center which provides Tier 1 and Tier 2 support for analytic tools and data repositories.  Overall responsibility is to provide individuals using analytic platforms with a service center where they can focus their questions and problems for resolution.  This job also oversees the relationship with HMHS (IT) technical resources to help customers resolve technical issues that require IT support.  The incumbent understands healthcare data and the analytic tools used to ingest data from end-to-end.

ESSENTIAL RESPONSIBILITIES

  • Perform management responsibilities to include, but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.  Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
  • Organize and oversee the department that provides Tier 1 and Tier 2 support for the analytic platforms. This includes monitoring tasks that are not resolved via first call resolution, applying corrective actions, and tracking tickets and response times.
  • Manage the working relationship with IT to ensure the resolution of technical issues requiring IT technical resources.  Collaborate with the manager of Analytic Platform Support to ensure resolution of Tier 3 issues and the hand-off of service calls requiring longer-term training and consultations.  Also collaborate with the manager building the analytic data platform to ensure the resolution of data issues impacting the data platform.
  • Manage, track and report upon the customer experience for those utlizing the services of the analytic call center.  Identify key metrics to be measured including satisfaction scores, ticket volumes, average response times, first call resolution and others to be defined.  Integrate metrics with those of the manager of Analytic Platform Support for reporting to leadership.
  • Other duties as assigned.

EDUCATION

Required

  • Bachelor's degree in Computer and Information Science, Computer Systems Analysis, Business Administration/Management, Management Information Systems or Healthcare Informatics

Substitutions

  • 6 years relative and progressive experience in lieu of Bachelor degree

Preferred

  • Master's degree in Management Information Systems or Business Administration/Management

EXPERIENCE

Required

  • 3 - 5 years Management
  • 1 - 3 years Data Analyses and Analytic Tool Exeprience with SAS
  • 1 - 3 years Analytic Tool Experience with Tableau


Preferred

  • 3 - 5 years Call Center

LICENSES or CERTIFICATIONS

Required

  • None

Preferred

  • None

SKILLS

  • Microsoft Office
  • SAS
  • Communication Skills
  • Management
  • Oral & Written Communication Skills
  • Analysis of business problems/needs
  • Analytical and Logical Reasoning/Thinking

Language (Other than English)

None

Travel Requirement

0% - 25 %

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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