Senior Analyst, Digital and Contact Center Analytics

Company: Blue Shield of California
Location: El Dorado Hills
Posted on: November 18, 2023

Job Description:

Your Role The Digital/CX/Operations Analytics team is responsible for accelerating data driven value-based solutions that drive out expense, generate growth while elevating experience for members, providers, and brokers The Senior Medical Informatics Analyst will report to the Senior Manager of Omni Channel Analytics. In this role you will support the contact center customer experience stakeholder to deliver faster and deeper data insights and solutions with measurable financial and experiential outcomes. You will connect into the contact center domain, harnessing all available data to execute analytic initiatives that help achieve contact center goals around experience, efficiency, and cost of healthcare. You will also engage directly with stakeholders to help frame business problems, participate in recommending analytic frameworks to address those problems and deliver high quality / high impact solutions. Your Work In this role you will:

• Analyze structured and unstructured data to uncover pain points, establish causality/identify the root causes and recommend and size improvements for prioritization
• Build complex data sets linking data to enable analytics
• Use statistics and modeling to identify causes/drivers of call volume, call duration, call experience metrics
• Build reports and dashboards to empower stakeholder decision making
• Perform text mining/topic modeling to mine insights from verbatims, chats, call transcripts At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We're excited to share Blue Shield of California has received awards and recognition for LGBT diversity, quality improvement, most influential women in corporate America, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we're striving to make a positive change across our industry and the communities we live in , Join us!Your Knowledge and Experience
  • Requires bachelor's degree in mathematics, economics, business analysis, statistics, or engineering
  • Requires 3+ years working with complex data sets
  • Requires 3+ years contact center knowledge -processes, journeys, tools such as Nuance, Avaya/Genesis, Verint/NICE, Five9
  • Requires developed conceptualization and problem solving skills
  • Requires expert level exploratory, descriptive, predictive analytics. Intermediate at statistics, regression techniques and text mining
  • Requires intermediate level SQL and SAS / Python / R
  • Requires mastery at excel and tableau type visualization packages
  • Prefer healthcare experience, machine learning experience Pay Range: The pay range for this role is: $ 96800.00 to $ 145200.00 for California. Note: Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

Keywords: Blue Shield of California, Sacramento , Senior Analyst, Digital and Contact Center Analytics, Professions , El Dorado Hills, California