Highmark Health Manager Analytic Call Center (Work From Home) in Camp Hill, Pennsylvania
This job oversees front-line support to users of the Analytic Platform for the organization and its Health Plan Partners. The incumbent leads the analytic call center which provides Tier 1 and Tier 2 support for analytic tools and data repositories. Overall responsibility is to provide individuals using analytic platforms with a service center where they can focus their questions and problems for resolution. This job also oversees the relationship with HMHS (IT) technical resources to help customers resolve technical issues that require IT support. The incumbent understands healthcare data and the analytic tools used to ingest data from end-to-end.
Perform management responsibilities to include, but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
Organize and oversee the department that provides Tier 1 and Tier 2 support for the analytic platforms. This includes monitoring tasks that are not resolved via first call resolution, applying corrective actions, and tracking tickets and response times.
Manage the working relationship with IT to ensure the resolution of technical issues requiring IT technical resources.Collaborate with the manager of Analytic Platform Support to ensure resolution of Tier 3 issues and the hand-off of service calls requiring longer-term training and consultations.Also collaborate with the manager building the analytic data platform to ensure the resolution of data issues impacting the data platform.
Manage, track and report upon the customer experience for those utlizing the services of the analytic call center.Identify key metrics to be measured including satisfaction scores, ticket volumes, average response times, first call resolution and others to be defined.Integrate metrics with those of the manager of Analytic Platform Support for reporting to leadership.
Other duties as assigned.
- Bachelor's degree in Computer and Information Science, Computer Systems Analysis, Business Administration/Management, Management Information Systems or Healthcare Informatics
- 6 years relative and progressive experience in lieu of Bachelor degree
- Master's degree in Management Information Systems or Business Administration/Management
3 - 5 years Management
1 - 3 years Data Analyses and Analytic Tool Exeprience with SAS
1 - 3 years Analytic Tool Experience with Tableau
- 3 - 5 years Call Center
LICENSES or CERTIFICATIONS
Oral & Written Communication Skills
Analysis of business problems/needs
Analytical and Logical Reasoning/Thinking
Language (Other than English)
0% - 25 %
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled