Reporting Analyst, Customer Service

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Anywhere 🌎
Type
Full Time
Opening date
Closing date
13 Feb 2022
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170

Evolent Health is looking for a Reporting Analyst, Contact Center Performance and Workforce Management to be a key member of our Customer Service Organization team. This individual will report to the Associate Director of Contact Center Performance and Workforce Management and play a critical role in executing Evolent Health’s mission, focused on producing, coordinating, and monitoring the reporting requirements of business operational functions within the Customer Service Organization. This position will work with both internal and external business partners to develop and implement an operational reporting inventory and calendar to improve the reporting process and timeliness

Essential functions

Responsibilities

  • Design business analysis and data recording systems for use throughout the department.
  • Maintain databases and perform updates as necessary to ensure accuracy.
  • Development of reporting (internal and external) inventory and calendar.
  • Interprets and analyzes large amounts of data using exploratory mathematical and statistical techniques.
  • Performs data collection, analysis, and reporting that lend valuable insights that capitalize on a combination of internal and external data.
  • Monitor data to identify changes and trends.
  • Analyzes data from conceptualization through presentation and requires proficiency with analytical tools, knowledge of data analysis methodology, use of presentation software, and strong communication skills.
  • Identifies, evaluates, and implements new data-driven strategies and processes for reporting.
  • Prepares ad hoc and standard reports in an accurate, concise, and timely fashion.
  • Provide guidance and support to operations personnel and leadership towards resolution of issues with an emphasis on root cause analysis by compiling, reviewing, and analyzing data.
  • Serve on various committees and attends required meetings
  • Perform other duties and projects as assigned

Academic Qualification

  • Bachelor’s Degree or similar certification with either a quantitative discipline (e.g. actuarial, statistics, economics, engineering, computer science, operations research, applied math) or healthcare (health administration, public health, medicine)
  • Extensive knowledge of PCs and related software applications, such as Word, PowerPoint, Excel, Project
  • 1 – 3 years of experience within a health plan, managed care organization, provider operated healthcare environment or third-party administrator
  • 3 – 5 years of experience in collecting, analyzing, and presenting data and recommendations to management

Technical requirements:

Currently, Evolent employees work remotely temporarily due to COVID-19. As such, we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent Health is committed to the safety and wellbeing of all its employees, partners and patients and complies with all applicable local, state, and federal law regarding COVID health and vaccination requirements. Evolent expects all employees to also comply. We currently require all employees who may voluntarily return to our Evolent offices to be vaccinated and invite all employees regardless of vaccination status to remain working from home. Certain jobs require face-to-face interaction with our providers and patients in client facilities or homes. Employees working in such roles will be required to meet our vaccine requirements without exception or exemption.

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