Description
Location: This position is located at our Dublin, OH campus with hybrid flexibility.
We’re on a mission to make healthcare simpler and more effective. We fight to ensure our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®. We’re committed to building diverse and inclusive teams, so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.
At Quantum Health, we are passionate about our members and always strive to provide the best experience possible while helping them navigate through their healthcare journey. Within the Workforce Management team, the WFM Queue Performance Analyst will monitor and support the WFM Queue Performance Practice and will participate in the coordination of PSR utilization and occupancy and to ensure the proper and effective interval requirements based on planned staffing ratios for POD (LOB) Operations. This position serves as a primary point of contact in reference to queue activity, adherence infractions, ACD states, and performance goals for ASA targets and service levels within the operational queues. This position works with Senior Performance Analyst to identify and analyze impacts based on daily, weekly, and monthly volumes for POD Operations. Key functional responsibility includes the ability to demonstrate a strong understanding of how WFM planning relates to staffing requirements queue performance management to support POD operations. This position plays a critical part in analyzing and providing insights regarding the effectiveness of the contact center operations processes and the effectiveness of the contact center trending.
What you’ll do
What you’ll bring
What’s in it for you
What you should know
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Note: Compensation information published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate’s unique combination of experience and qualifications related to the position.
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