Real Time Analyst Jobs

About the role:

K Health is seeking a Real Time Analyst to join our Operations Workforce Management Team owning the front-line real-time management of patient queues and clinical staffing levels.

The ideal candidate will have strong analytical skills and customer service experience. This person will thrive in high pressure situations, and will be excited about working toward developing a best in-class workforce management operation. While this is an entry level position, you will be joining a growing team with a high potential for growth and advancement based on motivation and performance. Your primary role would be to assure service goals are met across all lines of business along with agent scheduling, time adherence, productivity reporting for management, SLA compliance, skill and application management, as well as dashboard monitoring.

As a Real Time Analyst, you will provide operational support for our 24/7 chat-based platform. As such, we schedule to meet our business needs. We currently staff for 8 hour shifts and are looking to fill in our 5 PM - 1AM EST shift (subject to change). As part of this shift, weekends, holidays, and occasional overtime are expected. The pay rate for this role also includes a premium rate of $24 per hour for any hours worked after 7 PM and/or on weekends.

What you'll be doing:

• Triage a variety of questions, concerns, and issues from frontline Providers via Slack, responding appropriately
• Monitor service levels, schedule adherence, and communicate all service impacting issues to the Leadership Team
• Monitor and report any service issues, system issues, or system outages following published Disaster Escalation policies
• Prioritize patient visits to meet service-level agreements
• Recommend and assist in the development and implementation of customized reports and metrics to enhance overall business efficiency
• Monitor overall staff performance and make real-time changes in clinical staffing and patient routing to achieve objectives
• Monitor individual Provider performance (idle, post-chat, schedule adherence) to assure they are handling contacts when scheduled
• Manage shift change process, monitor and address provider schedule adherence, and make recommendations to management on improvements
• Work closely with Managers and Team Leads to provide feedback and analysis of Provider and queue performance and suggest and/or implement solutions to drive sustainable gains

What we're looking for:

• Excellent written and verbal communication skills
• Experience with G-Suite and Slack
• Ability to work independently and in a team environment
• Experience with change management
• Demonstrated ability to prioritize and manage time effectively
• Strong attention to detail and accuracy
• Flexibility to work occasional evenings and weekends

Benefits & Perks: #LI-Remote

• Fully remote position
• Competitive health, dental, and vision insurance options
• 401k benefit
• 20 paid vacation days & 5 sick days per year
• Stock options for every full-time employee
• 10 additional 3-day weekends per year
• Monthly social committees for company events
• Paid parental leave