Contact Center Traffic and Scheduling Analyst, Sr. analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Being a Contact Center Traffic and Scheduling Analyst, Sr. ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Additionally, Contact Center Traffic and Scheduling Analyst, Sr. utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Traffic and Scheduling Analyst, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
Responsible for the collection of up front deposits due from patients from information obtained during the scheduling process. Offers alternative financial arranges to the patient in the event she/he is unable to meet deposit requirements. Verifies insurance benefits, obtain necessary authorizations, verifies all authorizations with insurance company and documents accordingly, schedules outpatient procedures, and maintain good rapport with physician offices and patients. Contacts patients to advise of appointment time, insurance benefits, and financial obligation using appropriate scripting.
High school graduate or equivalent
Basic telephone stills and etiquette
Keyboard proficiency
Knowledge/Ability to perform Microsoft applications
Strong interpersonal/public relations skills
Dependable in both production and attendance
Strong interest in helping others
POSITION DESIRED QUALIFICATIONS:
1. Medical Terminology
2. Customer Service experience
3. Previous hospital scheduling experience preferred
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