PAC Forecast & Monitor Analyst, M-F 6:45 AM -3:15 PM

Exemption Status:

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:

1. Accurately and routinely performs analysis of overall PAC performance.
a. Maintains a high level of awareness of call center processes, procedures, and industry leading practices
b. Identifies, monitors, and articulates reporting requirements including target benchmarks, anticipated outcomes, and additional key performance indicators
c. Provides weekly reports that analyze call volume trends, call type breakdowns and performance based on defined key performance indicators
d. Continually monitors data and articulates trends to PAC management
e. Performs various as hoc analyses; formulates conclusions and presents conclusions to management

II. Position Qualifications:

License/Certification/Education:
Required:
1. BA or BS in business or information technology related field.

Experience/Skill:
Required:
1. Strong computer skills and aptitude with Network environment and Microsoft Office applications.
2. Experience with Excel formulas, macros, and visualization.
3. Ability to analyze high-level metrics and research trends.
4. Ability to determine root cause(s) of performance trends.
5. Experience with statistical analysis.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.