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Customer Support Center Analyst

Company: Greater Lawrence Family Health Center
Location: Methuen
Posted on: June 10, 2021

Job Description:

Established in 1980, the Greater Lawrence Family Health Center (GLFHC) is a multi-site mission-driven non-profit organization employing over 600 staff whose primary focus is providing the highest quality patient care to residents throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is currently seeking a bilingual (English/Spanish) a Customer Support Center Analyst. Customer Support Center Analysts provides leadership for the Customer Support Center by supporting customer relations, training and analytics on standard operating procedures. Measures compliance and productivity to improve overall Customer Support Center performance.

  • Analyzes daily, weekly, and monthly statistical reports and makes appropriate recommendations/forecasts regarding call volume and staff schedules.
  • Analyzes overall staff productivity, staffing ratios and allocation of staff time. Recommends changes in systems to increase efficiency and productivity.
  • Evaluating and maintaining technology to support call center operations; preparing call center performance reports by collecting, analyzing and summarizing data and trends.
  • Coordinates all aspects of telephone communication at the Customer Support Center.
  • Designs and implements evaluation improvement programs.
  • Analyzes and implements processes to improve staff's call, voice and email quality.
  • Identifies and addresses potential customer issues.
  • Creates objective measurement tools to support patient experience and employee engagement.
  • Assists with monthly budget variance analysis and annual budget process.

Requirements Bilingual, Spanish and English.

  • Associates Degree.
  • Three to five years' experience in health care.
  • Proficient with Windows, Excel and PowerPoint.
  • Strong analytical skills.

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Public Statement

This health center is a Health Center Program grantee under 42 USC 254b and a deemed Public Health Service employer under 42 USC 233 (g)-(n). No one will be denied access to services at GLFHC due to inability to pay; there is a discounted/sliding fee schedule available based on family size and income.

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Copyright

Greater Lawrence Family Health Center

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Keywords: Greater Lawrence Family Health Center, Methuen , Customer Support Center Analyst, Other , Methuen, Massachusetts

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