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Access Program Analyst PSC, Full-time, Days

Northwestern Medicine
City: 
Chicago
State: 
Illinois
Employment type: 
Full time
Required degree level: 
Other
Remote Position: 
No

The Access Program Analyst, provides analytical and operations improvement support to the Manager of Access. This position facilitates data analysis, trends, supporting materials to lead improvement efforts in patient access to clinical services. The Business Analyst makes recommendations for improvement and participates in the implementation and ongoing monitoring of improvements pertaining to access strategies, improvements and goals. Gather data using interviews, document analysis, surveys, site visits, business process description, workflow analysis, EDW reporting, Cisco/Calabrio reporting, etc. Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding and recommendation. Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements. Utilize enterprise-wide requirements systems (EPIC, EDW, Cisco and etc). Successfully manage and engage in multiple initiatives simultaneously. Work independently with users to define concepts and under direction of managers. Drive and challenge processes and operations assumptions of how they will successfully execute their plans. Serves as the conduit between IT, Telecom and Access staff. Ability to create, monitor, and analyze data for forecasting projections, trend analysis, and decision making purposes. Perform other duties as assigned by OC, Manager, and Director. Generates and maintains short term forecasts for call volume, average handle times, number of agents, back office load and other business requirements for multiple skill groups, utilizing Cisco and Calabrio custom reports. Reporting upon daily/weekly and monthly forecasting trends. Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projections. Work with the key stakeholders to ensure that all KPIs are met. Analyzes contact center trends, including call volumes and call patterns, to forecast workload needed to support virtual skill groups thereby ensuring service levels are met. Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budget objectives. Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities. Monitor and coordinate activities to support operational performance management (e.g., service level, productivity, etc.). Exception entry and intraday monitoring with the ability to identify and minimize coverage gaps by intraday modification. Strategically identify need for modification of current or additional virtual call queues for scheduling. Participate in new patient access goal development and implementation. Utilize data sources and analyze trends in provider and practice level access, volume, and utilization data. Coordinate with regional partners to implement optimization tactics that drive master template changes, optimize new patient appointment availability, and allow ease of scheduling. Collaborate with Epic IT team to monitor and evaluate questionnaire and template change requests. Develop reporting tools that enable auditing of key access goal indicators. Establish ongoing meetings/touch points with Practice leadership to review access performance trends and identify opportunities. Serve as a resource to practice leadership and access division leadership for access data analytics and performance improvement. EOE Minorities/Women/Disabled/Veterans. VEVRAA Federal Contractor.
Required: Bachelors Degree. Strong analytical and project management skills. Desired: Masters Degree. Exceptional interpersonal skills. Demonstrated customer service skills. Excellent verbal and written communication skills.

Northwestern Medicine is dedicated to providing the most advanced healthcare to the communities and patients we serve. The Northwestern Medicine clinical and administrative staff, medical and science faculty and medical students come together everyday with a shared commitment to superior quality, academic excellence, scientific discovery and patient safety.

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