Clinical Business Analyst, Contact Center Reporting & Analytics

About NYC Health + Hospitals

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NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services.

Our diverse workforce is uniquely focused on empowering New Yorkers.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Work Shifts

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9:00 A.M – 5:00 P.M

Duties & Responsibilities

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The Clinical Business Analyst, Contact Center Reporting & Analytics will take the lead in identifying and executing all reporting and analytic needs for the Contact Center and the programs it supports. This person will be responsible for identifying ways to drive operational efficiencies, improve the overall patient experience as well as results of special projects, initiatives and pilots.

This individual will be responsible for creating, designing, and revising reports to support all facets of the Contact Center and the programs it supports. The Clinical Business Analyst, Contact Center Reporting and Analytics will also analyze data and provide strategic or improvement recommendations based on their analysis.

SUMMARY OF DUTIES AND RESPONSIBILITIES:

• Partner with Contact Center leadership and stakeholders to determine key reporting needs and then lead the design and implementation of appropriate reports and dashboards
• Ensure that best practices for report/dashboard design and architecture are followed to ensure scalability, reuse and accuracy
• Leverage best practices to identify and troubleshoot data anomalies and assess impact to ensure accuracy of dashboards/reports
• Partner with senior leadership and multiple work streams to ensure consistent look and feel of reports
• Take a proactive approach to understand the needs of the contact center through analysis of various reports and data.
• Review data and reporting consistently to glean areas or opportunities for improvement; i.e. productivity, efficiency and fiscal performance.
• Partner with technical resources on data management and architecture requirements
• Produce and distribute manual and ad hoc reports as necessary for the business
• Present data and analysis in a compelling manner to all levels of leadership
• Additional duties, projects or responsibilities that may be assigned by Assist Vice President or Sr Assist Vice President.

Minimum Qualifications

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1.

A Masters degree or advanced clinical degree from an accredited college or university and one (1) year of experience gathering and documenting business, clinical, and/or functional requirements using interviews, document analysis, workshops, surveys, site visits, business process descriptions, scenarios, business analysis, task and workflow analysis or related in a clinical, allied health, non-allied health, behavioral health, information technology, information services, business, analytics or related area; or, one (1) year of experience in a relevant clinical and/or healthcare administration role/function; or

2. A Baccalaureate degree from an accredited college or university and three (3) years of experience as described above; or

3. A satisfactory combination of education, training, and experience.

4. Specialty certification(s) issued by a national commercially available program, state, professional society, academic or technical institution in an area(s) listed above, may be credited on a month-to-month basis toward the required work experience for a total of one (1) year.

Department Preferences

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• Project management
• Contact Center Operations
• Data analytics
• Strong MS Office Suite including Excel, Power Point, Word, Visio, Access and Project
• Cisco Unified Intelligence Center
• Use of data visualization tools such as Tableau

High attention to detail and the ability to see things through from concept to implementation

• Strategic thinker with a strong understanding of how strategic development and planning impact reporting needs
• Advanced skills and experience working with large and/or complex data sets and using data analysis tools, dashboards and business intelligence systems to analyze, interpret and communicate insights and information to a range of audiences
• Leverage strong written and verbal communication skills to effectively explain data and analysis in a compelling manner to all levels of leadership
• Must be self-directed and self-motivated- able to work independently on a variety of tasks while achieving team-oriented objectives and collaborating with leadership and/or stakeholders where appropriate
• Strong communication skills with an ability to build positive working relationships with both contact center team and internal partners
• 5+ years of previous data management, reporting and analytic experience within the contact center industry with a proven track record preferred

Benefits

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NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• Loan Forgiveness Programs for eligible employees
• College tuition discounts and professional development opportunities
• College Savings Program
• Union Benefits for eligible titles
• Multiple employee discounts programs
• Commuter Benefits Programs

How To Apply

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If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.