Outreach Optimization Analyst

Job Summary

WELLBE INTRODUCTION

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care.  WellBe's care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

The Outreach Optimization Analyst will report to the VP of Contact Center Operations and support the WellBe Outreach Team’s efforts to maximize patient engagement. More specifically, the analyst will be responsible for analyzing WellBe’s patient population and generating the optimal daily outreach list to ensure we are contacting the right patient, at the right time. This position will analyze, develop, and design call list strategies through data analytics methodologies and best practices to ensure ongoing performance improvement and alignment of member outreach scheduling (call lists) to forecasted, market and business needs.  This position will leverage system and data knowledge to create and maintain outreach specific reporting in various data visualization tools.  This position will serve as the Subject Matter Expert between our Markets and Outreach Center to ensure calling algorithms align to the optimization of neighborhood design, routing and outreach dialing algorithms. This role will be critical in matching internal supply with external patient demand.

Job Description

This unique role provides the opportunity to directly contribute to WellBe’s growth as well as improve our ability to help people receive WellBe’s life-changing care.

SKILLS & COMPETENCIES

Required Skills and Abilities:

• Supports process improvement teams/initiatives.
• Must have great interpersonal skills, excellent verbal, and written communication skills.
• Must possess the ability to listen effectively, navigate tough conversations, handle objections gracefully, and understand and address the needs of the business.
• Has worked in or directly with outreach centers-based data sets with an understanding of such.
• Familiar with call list and dialer-based functionality (RingCentral, NICE InContact)
• Demonstrated ability to organize, take initiative, and follow-up with little to no supervision.
• Proven time management, multi-tasking, prioritization, and follow-up skills in a rapidly changing environment
• Ability to think independently and make decisions, while adhering to company standards and guidelines
• Ability to work independently while being a productive member of the team.
• Ability to work in a fast-paced dynamic growth environment.

Job Requirements

QUALIFICATIONS

Educational/Skills Requirements:

• Bachelor’s degree or higher
• Black Belt Six Sigma or Lean certifications a plus
• 5 years’ data analytics with customization, designing solutions as well as reporting out.
• 5 years’ proven experience with SQL, VBA, or similar programing languages
• 5 years’ experience supporting process improvement projects.
• 3 years’ Tableau or other visual data representation software used for data analysis and reporting.
• 1 years of experience applying process improvement, data analytics, development, and design in call center space, preferably in the healthcare industry.
• Must have great interpersonal skills, excellent verbal, and written communication skills.
• Must possess the ability to listen effectively, navigate conversations, handle objections gracefully, and understand and address the needs of the business.
• Demonstrated abilities with leveraging MS Office and Google Workspace software applications as it applies to data analysis, reporting and development of models.

Preferred Skills:

• Applied statistics experience.
• Data analysis in healthcare industry, with knowledge of regulatory privacy of information acts

Supervisory Responsibility: Potential future supervisory position

Travel requirements: Willing to travel up to 25% of the time.

Work Conditions: Ability to lift to 20lbs.  

• Requires prolonged sitting. May require some bending, stooping, twisting, and/or stretching from seated or standing positions.
• Requires eye-hand coordination and manual dexterity sufficient to frequently operate a keyboard, telephone, copier, calculator, and other office equipment.
• Requires normal range of hearing and eyesight to record, prepare and communicate appropriate information via telephone or computer.
• Requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment.
• Must be able to lift 10 lbs. or more.

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change, or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.