The Member Service Contact Centers (MSCC) are seeking an analytic consultant to assist in identifying trends and/or opportunities that drive a positive member experience via analysis of member touch points in our Member Service Contact Centers. The person will support various analytic projects primarily focused on key MSCC initiatives aimed to assist KP leadership in making strategic data-related decisions by manipulating, tracking, internally managing, and reporting data to derive the best information to address customer needs. This position will support analytic projects both as an analyst and a consultant and work closely with customers, project managers and stakeholders to provide analytic support for customer-specific data analysis and reporting. The analytic consultant will be responsible for data capture, data modeling and reporting creation, and execution of user training for relevant members of the MSCC team. .
Essential Functions:
- The ability to integrate and analyze data from multiple, disconnected, and complex data sets. This requires the ability to review and clean for data integrity, identify and address inconsistencies in data, develop solutions for dealing with non-linking and missing data, and build and run queries to efficiently clean and analyze information across data sources, including correlation and regression analysis where appropriate.
- Performs analysis; synthesizes and identifies key findings. Develops and utilizes data gathering tools, such as surveys/questionnaires, work sampling, financial modeling, and/or interview questions, to ensure that appropriate data is gathered for the analyses. Prepares preliminary interpretations of analyses for project teams, clients, and/or department management.
- Analyzes complex logical database designs, data models, and relational data and consults on the integration of application systems into the work environment, regarding their operational and training implications. Acts as project lead in the coordination of solution development and the implementation of the final product/service and acts as a liaison between business clients and technical staff.
- Translate business goals into measureable and actionable objectives and make recommendations on tracking, reporting, benchmarking and analysis in order to measureperformance against objectives.
- Design innovative techniques for working withdata sets and translate outputs of self-directed data analysis into easily digestible, insightful, and high-level findings for both compliance and practical applications
- Must be comfortable working under pressure, able to produce quality work on multiple high profile matters under tight deadlines, and possess strong analytical reasoning skills with the ability to recognize and evaluate facts, to objectively analyze situations, and to synthesize and organize data/information from multiple sources and highlight salient facts.
- Provides consultation to clients, including organizational leadership & guides work towards actionable outcomes
- Regularly measures the impact of business decisions on clients & customers
- Evaluates effectiveness of actions/programs implemented & makes recommendations
- Works w/ clients & staff to identify opportunities & methods to improve efficiencies w/Analysis
- Provides support to peers & mentoring to junior staff including technical & programming
- Assistance, project management & scoping, documentation review & support
- Directs & executes creative analytic approaches that lead to actionable outcomes which further promote organizational goals
- Proactively recognizes potential issues, develops plans to address & understands how to communicate these steps to department leadership & clients
- Builds sophisticated statistical models & forecasting tools using databases
- Responsibilities impact the achievement of key department and/or functional objectives
- Involves interpreting & analyzing established concepts
- Exercises judgment to make decisions for less defined issues & selects methods & techniques for obtaining solutions
- Organizes work & structures analyses & discussion to facilitate appropriate decision-making
- Influences others regarding existing concepts, processes and/or methodology
- Effectively leverages the expertise of other teams & departments to achieve objectives
- Demonstrates good team-work, facilitating, participating & promoting cooperation of others
- Assume other duties as assigned
- Preferred certification or advanced qualification by third party association that matches the function or field applicable to the business discipline - Six Sigma Green Belt certification or equivalent experience.
- Experience developing, configuring other areas of the Call Center platform a plus, such as development and delivery of call routing, IVR or CTI solutions
- Experience with data integration tools(Toad, Alteryx); additional database platforms (Microsoft SQL Server, Oracle), ability to write queries and extract data from databases
Qualifications:
Basic Qualifications:
- Minimum: Bachelor's and five (5) - eight (8) years of work experience
- Preferred: Bachelor's and five (5) or more years OR master's and three (3) years of work experience
- Four (4) year degree in related field OR equivalent experience
- Thorough knowledge of policies, practices and systems
- Complete understanding and application of principles, concepts, practices, and standards
- Full knowledge of industry practices
- Broad application of principles, theories, and concepts in applicable discipline, plus working knowledge of other related fields
- Knowledge of healthcare industry preferred
- Familiarity with Kaiser Permanente healthcare system preferred
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.