Job SummaryThe Customer Service Analyst will be responsible for analysis and reporting of call center data related to defined operational and performance standards with the goals of improving overall quality of service and providing a seamless customer experience. The incumbent will interpret data to identify and evaluate trends and patterns, and determine and recommend process improvement opportunities. This position will be responsible for training call center staff related to data reports to ensure consistent interpretation and application of results. The incumbent will maintain all databases used to support customer service initiatives. In addition, the incumbent will support integration between Customer Service and IS by providing production support through systems patch testing and roll-out management. Will support large and small projects, and interface with systems vendors as necessary. The incumbent will play a role in the deployment and maintenance of key CRM Customer Service technologies.Essential Functions
Support small and large projects lifecycle, including testing scenarios, documentation updates, and business requirements.
Optimize report designs for availability, flexibility and optimal performance; ensure reports are put into production appropriately.
Act as liaison with systems vendors, including troubleshooting, investigation of issues, and coordination of testing and data exchange.
Complete Facets patch testing and roll-out management and complete ad-hoc reports.
Analyze and report data related to key operational standards and performance standards for all call centers.
Track, interpret data and trend data to proactively report on service quality results and to advise on areas falling short of goal.
Represent the customer service department on key cross functional workgroups.
Provide training to call center staff specific to data analysis and reporting to ensure consistent interpretation and application of results.
Maintain databases as necessary.
Assist in the deployment and maintenance of key Customer Service technologies.
Qualifications
Required Associate's Degree
Preferred Bachelor's Degree in health, business administration, mathematics or statistics related degree
2 years of relevant experience in related field. Required
1 year of relevant experience Call Center support role. Preferred
2 years of relevant experience health insurance setting. Preferred
Experience with creating and maintaining call flows. Preferred
Working knowledge of Network Services and Telephony applications (ACD, IVR,WFM, Skilling and Call Recording tools) Preferred
Physical Demands
Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
Waist to Waist > 5 lbs: Seldom up to 10 lbs
Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
Waist to Overhead > 5 lbs: Seldom up to 10 lbs
Bilateral Carry > 5 lbs: Seldom up to 10 lbs
Unilateral Carry > 5 lbs: Seldom up to 10 lbs
Pushing Force > 5 lbs: Seldom up to 10 lbs
Pulling Force > 5 lbs: Seldom up to 10 lbs
Sitting: Frequently
Standing: Occasionally
Walking: Occasionally
Forward Bend - Standing: Seldom
Forward Bend - Sitting: Occasionally
Trunk Rotation - Standing: Seldom
Trunk Rotation - Sitting: Occasionally
Reach - Above Shoulder: Seldom
Reach - at Shoulder or Below: Seldom
Handling: Occasionally
Forceful Grip > 5 lbs: Seldom
Forceful Pinch > 2 lbs: Seldom
Finger/Hand Dexterity: Frequently
Primary LocationSITE - Kentwood Medical Office Building - 4600 Breton Rd - KentwoodDepartment NamePatient Access Service Center - Support ServicesEmployment TypeFull timeShiftDay (United States of America)Weekly Scheduled Hours40Hours of Work8 a.m. to 5 p.m.Days WorkedMonday to FridayWeekend FrequencyVariable weekendsCURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only. Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.You may request assistance in completing the application process by calling 616.486.7447.