Contact Center Quality Analyst jobs in Washington

In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300 sites of care, including 11 hospitals and nearly 5,000 physicians and providers. Together, we are empowered to make an even greater impact on the health and well-being of our communities.

CHI Franciscan and Virginia Mason are now united to build the future of patient-centered care across the Pacific Northwest. That means a seamlessly connected system offering quality care close to home. From basic health needs to the most complex, highly specialized care, our patients can count on us to meet their needs with convenient access to the region’s most prestigious experts and innovative treatments and technologies.

Franciscan Medical Group, as part of Virginia Mason Franciscan Health, is currently looking for a Contact Center Business Analyst for the fast-paced Franciscan Patient Access Administration team in Tacoma, WA. Hybrid role with variable hours 7:00am-6:00pm. No weekends required.

This job is responsible or driving analysis and data reports for ambulatory patient access and Contact Center strategy. Also responsible for efficient and complete data abstraction and analysis with the ability to draw meaningful conclusions from that data to maximize the effectiveness of contact center resources, service delivery systems and financial performance. An incumbent will complete patient access and connection center-related projects of a quantitative and qualitative nature. Work also includes monitoring, researching, analyzing and preparing written and verbal reports on metrics related to Connection Center metrics that are identified by VMFH leadership as guided by various initiatives. An incumbent works collaboratively with others to proactively identify, communicate and assist in data analysis as well as to elicit requirements, analyze metrics and data and effectively present the information needed to facilitate a decision to move forward with solutions.

Work requires strong communication skills and the ability to successfully interact with all levels of positions within the organization.

for incumbents allocated to this job class may also contain relevant job content information and are referenced hereto.

• Gathers the information from various sources to help understand the specific situation and studies/analyzes the information to find a solution; collaborates, as appropriate, to discuss reporting requirements to maintain contact center operational dashboards.
• Creates and/or runs SQL queries on the data to address specific requirements for reports and or data needs.
• Identifies and interprets patterns and trends, assesses data quality and eliminates irrelevant data; develops periodic trend analysis reports that monitor key performance indicators and compares them to internal/external benchmarks to review performance of operational, financial, patient satisfaction, provider satisfaction and employee satisfaction metrics.
• Participates in work groups, teams, task forces and committees to support ongoing improvement in contact center operations; provides value-added and productive input and drives continual improvement, supports standardization and streamlining and resolves ongoing patient care issues.
• Develops, analyzes and recommends process and system changes to enhance customer services; conducts analysis on patient satisfaction trends and results; provides business intelligence to staff to enhance customer service and assure patients, internal employees and providers receive excellent customer services.
• Takes ownership and initiative on recommending, developing and implementing contact center reporting changes to enhance the patient experience and increase patient satisfaction.
• Communicates, verbally and in report form, the results of the analysis.

Performs related duties as required.

• Bachelor’s degree in Computer Science, Information Systems, Finance, Business Administration or related field and Two years as an analyst in healthcare analysis, finance, financial modeling, economics, contact center or equivalent.
• Or any equivalent combination of education and experience which provides the required knowledge, skills and abilities to perform the essential functions of the position may be substituted for the degree requirement.