Contact Center Reporting & Data Analyst

Contact Center Reporting & Data Analyst$60K-$75KHybrid work schedule, must be w/in commuting distance to the hospitalAs Mount Sinai grows, so does our legacy in high-quality health care.Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.Culture of Caring: The Sinai WayOur hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.Job SummaryThe Reporting & Data Analyst will be responsible for gathering, analyzing, and interpreting data from various sources to improve the operational efficiency of the medical center. A key focus of this role involves optimizing call center operations, which serve as the central hub for all patient phone interactions. By preparing detailed reports and actionable analytics, you will evaluate Key Performance Indicators (KPIs), identify trends, and provide insights that enhance patient care and streamline workflows. Collaborating with cross-functional teams—including healthcare providers, administrative leadership, and call center management—you will play a vital role in driving data-informed decisions that improve service delivery and overall patient outcomes.Key ResponsibilitiesData Collection and Analysis: Collect and analyze data from various sources, including call center interactions, patient records, and operational metrics, to identify patterns, inefficiencies, and opportunities for improvement.Call Center Performance Analysis: Monitor and assess KPIs such as call volume, wait times, call resolution, and customer satisfaction, providing insights to optimize call center operations and improve the patient experience.Reporting and Dashboards: Design and maintain real-time dashboards and reports to track call center and clinical performance. Share insights with stakeholders to drive data-informed decision-making.Operational Insights: Analyze workflows and processes within the call center to identify areas for improvement, offering recommendations to enhance patient interactions and overall operational efficiency.Collaboration with Teams: Work closely with call center managers, IT, and others to align data insights with organizational objectives and improve service delivery across the board.Risk and Compliance Tracking: Ensure compliance with healthcare regulations (e.g., HIPAA) and track quality assurance metrics, helping the call center meet regulatory standards.Customer Experience Optimization: Use data analysis to enhance patient satisfaction, analyzing feedback, call interactions, and service delivery patterns to suggest process improvements.Continuous Improvement: Contribute to initiatives aimed at improving both call center performance and patient outcomes, supporting process enhancements and team training based on data-driven findings.RequirementsEducation: Bachelor's degree in quantitative, Healthcare Analytics, Business Administration, or related field.Experience: 3+ years of experience in data analysis or a similar role, strong analytics skills, with preference for experience in healthcare and/or call center operations.SkillsStrong analytical skills and familiarity with healthcare data (e.g., patient records, appointment scheduling).Knowledge of call center metrics such as call handling times, resolution rates, and customer satisfaction.Proficiency in tools such as Excel, SQL, Tableau, Power BI, or similar for data analysis and visualization.Strong communication skills with the ability to present data insights to non-technical audiences and collaborate effectively across departments.Desired QualificationsFamiliarity with EMR systems (e.g. EPIC) and call center platforms (e.g., Salesforce, Five9)Knowledge of HIPAA and compliance standards related to healthcare dataExperience in predictive modeling or statistical analysis to support decision-makingFamiliarity with patient feedback systems and satisfaction surveysProject management experience, especially in process improvement within healthcarePrevious exposure to call center optimization in a healthcare or customer service settingBenefitsWe believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes:Health benefitsLife insuranceLong-term disability coverageHealthcare spending accountsRetirement planPaid time offPet InsuranceTuition reimbursementEmployee assistance programWellness program