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Workforce Analyst of Patient Access Operations(Full Time)

Erie Family Health Centers

This is a Full-time position in Chicago, IL posted March 5, 2021.

Erie Family Health Centers is looking for an analytical, strategic, and detailed oriented individual like you to join our Patient Access Operations Team!

Eries Workforce Analyst of Patient Access Operations is responsible for gathering and reviewing information related to staff performance and customer issues.ResponsibilitiesAnalyze and determine ways to improve operations through effective staffing decisions so that patients needs are metEnsure proper amount of staff is available to perform all required tasks for the Patient Access Center, and other departments across the organizationMonitor phone, portal and chat queues, agents assigned to call queues, monitoring IVRs, tracking PAC Rep adherence, scheduling agents based on current call center trends and forecastsAnalyze workforce metrics, trends/patterns and resource allocation to meet organizational needsReview schedules and process PTO based on business needsHelp establish forecasting for providers and clinical support rolesWork across the organization to support Eries to meet enterprise goal outcomesWork to understand correlation of call volume as it relates to appointments across the agency such as never fill or time to next available appointmentCollaborate with PAC & Site Leadership, IT and Manage Service Providers to ensure proper coverage for holiday hubs and early closures across the organizationSchedule trainings, meetings, and work schedules based on forecastsResponsible for daily management of service levelsDevelop and analyze scheduled and ad hoc reportsRequirementsAssociate or bachelors degree in statistics, mathematics, health care or another related field, preferred2+ years of experience in Workforce Management, requiredKnowledge of forecasting, staffing, and call center metricsStrong written and verbal communication skillsProficiency with Microsoft Office and WFM toolsStrong analytical and problem-solving skillsPositive attitude, strong work ethic, and a team player attitudeExcellent interpersonal skills: helpful, professional, and comfortable working closely with others at all job levelsOperational and strategic coordination with multiple internal and external partners (Supervisors, Program Managers, IT, etc.)Understands and aligns with Eries mission and Diversity, equity and inclusion purpose statementThe Workforce Analyst of Patient Access Operations is a full-time role, that will be working during Eries Hours of Operations.

This is a hybrid role that will require some days in the office (Erie Humboldt Park Chicago) as well as remote work.

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