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Contact Ctr Data Analyst

Req #:  212681
Facility:  Advocate Medical Group
Department:  Data Analyst
City:  Rosemont
Posting Budget Status:  Day
Shift Type:  Full Time - Permanent
Posting FTE:  1

Diversity and inclusion matters at Advocate Aurora Health.  We celebrate our differences and nurture an environment where everyone feels included.  We know that when we reflect the communities we serve, when we embrace differences and bring our whole selves to work every day, we are working as one to build a healthier tomorrow for everyone.  Aurora supports a safe, healthy and drug-free work environment through criminal background checks and pre-employment drug testing.  We maintain a smoke-free environment at all our locations.  We are an equal opportunity employer.

At Advocate Aurora Health, we will never exclude someone for employment, deny them benefits of employment or discriminate in any other way based on their age, race, religion, color, sex, national origin or ancestry, disability or association with a person with a disability, genetic information of team members or their family members, arrest or conviction record, sexual orientation, gender identity, marital status, pregnancy or childbirth, political belief or affiliation, military participation, genetic testing, submitting to honesty testing or use or non-use of lawful products off our premises during non-working hours.

With more than 1,500 top doctors and advanced practice clinicians, Advocate Medical Group provides primary care, specialty services, and medical imaging within community and hospital-based medical practices at more than 350 locations across Chicagoland.

Contact Center Data Analyst

Full-time (40 hours per week)

ADVOCATE MEDICAL GROUP - Chicago

Advocate Aurora Health is the 10th largest not-for-profit, integrated health system in the United States and a leading employer in the Midwest with more than 70,000 employees and the region’s largest employed medical staff and home health organization. A national leader in clinical innovation, health outcomes, consumer experience and value-based care, the system serves nearly 3 million patients annually in Illinois and Wisconsin across more than 500 sites of care. Advocate Aurora is engaged in hundreds of clinical trials and research studies, and is nationally recognized for its expertise in cardiology, neurosciences, oncology and pediatrics. The organization contributed $2 billion in charitable care and services to its communities in 2016.

Aurora Careers for Wisconsin jobs and Advocate Careers for Illinois jobs.

OUR PURPOSE:  We Help People Live Well OUR VALUES:

  • Excellence: We are a top performing health system in all that we do and continually find new and better ways to improve.
  • Compassion: We unselfishly care for others.
  • Respect: We treat people in a way that value their unique needs and preferences.

 

Position Requirements:
~Bachelors degree or equivalent
- 2~3 years experience in a service industry
~Previous contact center and workforce planning and quality experience required
~Competent statistical under~standing.
~Ability to quickly develop a strong understanding of func~tional aspects of call center operations.
~Strong analytical and critical thinking skills.
~Possesses superior modeling and data management skills, with a strong mastery of MS Excel.
~SQL/MS Access knowledge preferred.
~Positive, enthusiastic, and helpful demeanor.
Organized and able to set and manage priorities. None. ~Maintains high energy and a positive attitude.
~Demonstrates a personal commitment to promoting high performance.
~Thinks quickly and uses appropriate judgment.
~Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues.
~Ability to use computer terminal for extended time frames.
~Ability to work weekends, holidays, and different shifts in order to accommodate staffing.
~Maintains high energy and a positive attitude.
~Demonstrates a personal commitment to promoting high performance.
~Thinks quickly and uses appropriate judgment.
~Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues.
~Ability to use computer terminal for extended time frames.
~Ability to work weekends, holidays, and different shifts in order to accommodate staffing.

Purpose:
This role is responsible for providing performance analysis to ensure accurate, timely report~ing to support business processes, decision~making and effective management of the con~tact center. Major responsibilities include analyzing data, identifying areas of improvement, producing and adjusting reports to assist managers in decision~making. The Data Analyst will also assist the Manager of Performance Improvement with other ROCC duties, as needed.

Accountabilities:
Personnel Resource Management
Quality Assurance
Customer Relations
Other Duties
Call Reporting and Analysis
Data Source Development and Analysis

About Advocate Health Care

 

Advocate Health Care, named among the nation’s Top 5 large health systems based on quality by Truven Analytics, is the largest health system in Illinois and one of the largest health care providers in the Midwest. Advocate operates more than 250 sites of care, including 12 hospitals that encompass 11 acute care hospitals, the state’s largest integrated children’s network, the state’s largest emergency and Level I trauma network, one of the area’s largest home health care companies, and the region’s largest medical group. Advocate Health Care has 4 teaching hospitals and is a not-for-profit, mission-based health system affiliated with the Evangelical Lutheran Church in America and the United Church of Christ.