Your Role

The Growth and Servicing analytics team is part of the centralized Data and Analytics organization and oversees Analytics relating to Contact Center, Digital, Marketing, Claims, Appeals, Grievances, Disputes, Customer Experience and Lines of Business. The Medical Informatics Analyst, Senior will report to the Senior Manager of Inventory Management. In this role you will support the contact center customer experience stakeholder to deliver faster and deeper data insights and solutions with measurable financial and experiential outcomes. You will connect into the contact center domain, harnessing all available data to execute analytic initiatives that help achieve contact center goals around experience, efficiency, and cost of healthcare. You will also engage directly with stakeholders to help frame business problems, participate in recommending analytic frameworks to address those problems and deliver high quality / high impact solutions.

Your Work

In this role, you will:

• Analyze structured and unstructured data to uncover pain points, establish causality/identify the root causes and recommend and size improvements for prioritization
• Build complex data sets linking data to enable analytics
• Use statistics and modeling to identify causes/drivers of call volume, call duration, call experience metrics
• Build reports and dashboards to empower stakeholder decision making
• Perform text mining/topic modeling to mine insights from verbatims, chats, call transcripts

Your Knowledge and Experience

• Requires an MPH, MBA, MS, MA, RN, or RHIA in health science, quantitative social science, public health, health services research or business, or BA/BS with demonstrated equivalent work experience
• Requires SAS Certified Base Programmer Credential or equivalent
• Requires at least 5 years of prior relevant experience
• Requires at least 3 years of experience in Health Care (managed care, academic, or gov't payer)
• Desired 3+ years contact center knowledge - processes, journeys, tools such as Nuance, Avaya/Genesis, Verint/NICE, Five9
• Advanced level skill with SQL, Excel, data visualization (Tableau preferred), query tuning, various database models (normalized / dimensional / data vault / etc.) Strongly Preferred strongly
• Desire proficiency in statistics, regression techniques, text mining, predictive modeling
• Desire proficiency in agile methodology, confluence, Jira, etc.
• Desire proficiency in cloud-based computing and data platforms (Azure, Google Cloud, BigQuery, Snowflake, DataBricks)
• Must be able to create data visualizations to effectively narrate an actionable data story. Preferred working experience with Tableau Desktop
• Prefer healthcare experience, machine learning experience
• Desired expert level exploratory, descriptive, predictive analytics. Intermediate at statistics, regression techniques and text mining

Pay Range:

The pay range for this role is: $ 99000.00 to $ 148500.00 for California.

Notes:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.