Reporting & Analytics Specialist - Remote - (Customer Retention & Loyalty) Job at EmblemHealth
Summary of Position
- Drive data driven decision making, root cause analysis and continuous operational improvements.
- Monitor and coordinate ad-hoc and scheduled reporting that enables transparency into operational performance.
- Responsible for data extraction (from several sources including the Enterprise Data Lake and Service Cloud), manipulation, querying and presentation.
Principal Accountabilities
- Use database queries, spreadsheets, charts, graphs, and other analytics techniques to discover, explore, document and present issues and trends on escalation primary drivers.
- Root cause escalation cases and analyze transactional data including member touchpoints to determine root cause of escalation, corrective actions and drive a solution-based culture and accountability.
- Deliver continuous process, system, people improvements and reduce overcall complaints and eliminate repeated complaints.
- Work with cross functional teams including CTS and Claims to improve customer Collaborate with stakeholders to drive process improvements.
- Synthesize and combine member lists from Executive Escalations, Social Media, Client Retention and Access to Care with data sets on members including their contacts with EmblemHealth, and determine strategy on assignment, prioritization, and case management.
- Develop dashboarding and scorecards for the above; align scorecards and results specific to escalation team targets/KPIs.
- Ensure integrity of data and validity of reporting.
- Create, develop, and maintain ad hoc and scheduled operation reports.
- Stand up voice of customer, voice of employee tools.
- Monitor and analysis results to deliver improved customer experience and employee engagement.
- Serve as a key team member and actively participate in projects around data, data sources, platform, and analytics.
- Perform ad-hoc tasks/reporting/analyses as directed or required.
Education, Training, Licenses, Certifications
- Bachelor’s degree in information management, IT, or related required; additional experience/specialized training may be considered in lieu of educational requirements
- Certification in Analytics & Tableau preferred
Relevant Work Experience, Knowledge, Skills, and Abilities
- 3 – 5+ years of related work experience required
- Experience in report writing, data analysis; or in a Business Intelligence Analyst role required
- Experience working in the health care industry preferred
- Knowledgeable in programming languages, such as SQL, Oracle, and Python required
- Proficiency in math; ability to analyze, model and interpret data required
- Accuracy and attention to detail; critical thinking and creative problem-solving skills using a methodical and logical approach required
- Experience working with Tableau preferred
- Experience working with structured and unstructured data, including manipulation and/or mining required
- Understanding of best practices in presenting and visualizing data in graphical and tabular formats required
- Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, etc.) required
- Excellent communication skills (verbal, written, presentation, interpersonal) required
- Strong teamwork & organization skills required
Additional Information
- Requisition ID: 1000000516
- Hiring Range: $65,000-$85,000
Please Note :
apexdining.ca is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apexdining.ca provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.