Customer Service/Call Center Project Analyst
Posted on: 8 Feb 2021
Raritan, NJ
Job Description
Job Responsibilities
* Perform quality assurance for the entire Client Service department
* Support key initiatives for the division through the use of reporting and analytics
* Review performance metrics on a regular basis to identify coaching opportunities
* Utilize analytics to identify opportunities to improve performance and productivity
* Assist with projections for scheduling and refine metrics to prepare for the expected volumes
* Reduce pre-analytical errors as well assist with adhering to compliance regulations
* Review quantitative and qualitative healthcare data to reach sound conclusions
* Generate monthly reports and perform data analysis for senior leadership
* Provide support and coordinate projects for acquisitions
* Perform semi-annual customer service compliance audits
* Oversee and manage various assigned projects for the department
* Provide support to outbound customer service department as needed
* Assist the Director of Customer Service as required
Requirements
* Associate or Bachelor's degree is required
* 3 years' experience in analytical reporting and information delivery
* Previous experience working with healthcare related data
* Customer service/call center experience is a plus
* Prior experience working in the diagnostics industry is preferred
* Ability to disseminate information with a high level of attention to detail and accuracy
* Familiarity with Workforce Optimization programs such as Verint WFO is a plus
* Experience working with data mart experience is preferred
* Ability to deliver quality results in a fast-paced environment
* Excellent communication and presentation skills
* Ability to work independently or collaborate with cross functional teams
* Advanced proficiency in Microsoft Excel and Microsoft Access
* Strong working knowledge of Microsoft Teams
Shift
1
Schedule
Monday - Friday (9:00am - 5:30pm)
Laboratory Corp.
Burlington, NC
Laboratory Corporation of America Holdings operates as an independent clinical laboratory company worldwide. It operates in two segments, LabCorp Diagnostics (LCD) and Covance Drug Development. It offers various clinical laboratory tests, such as blood chemistry analyses, urinalyses, blood cell counts, thyroid tests, Pap tests, hemoglobin A1C and vitamin D products, prostate-specific antigens, tests for sexually-transmitted diseases, hepatitis C tests, microbiology cultures and procedures, and alcohol and other substance-abuse tests.
The company also provides testing services in the areas of women's health, allergy, diagnostic genetics, cardiovascular disease, infectious disease, endocrinology, oncology, coagulation, pharmacogenetics, toxicology, and medical drug monitoring; and esoteric testing, cancer diagnostics, and other complex procedures. In addition, it provides technology-enabled solutions, including a suite of applications to enable patients, healthcare providers, health systems, accountable care organizations, and insurers with convenient and secure access to LCD’s data and services, as well as billing for laboratory services. Further, it offers end-to-end drug development, medical device, and diagnostic development solutions from research to clinical development and commercial market access.
The company primarily serves managed care organizations, biopharmaceutical companies, physicians and other healthcare providers, hospitals and health systems, governmental agencies, employers, patients and consumers, contract research organizations, academic institutions, and independent clinical laboratories. Laboratory Corporation of America Holdings has collaborations with the Boston University, Columbia University, Duke University, Johns Hopkins University, The Mount Sinai Hospital, the University of Tennessee, Yale University, and QIAGEN N.V. The company was founded in 1971 and is headquartered in Burlington, North Carolinia.
-
IndustryHealthcare
-
No. of Employees61,000
-
Website
-
Jobs Posted3756
