JOB SUMMARY The Reporting Specialist will be responsible for developing by leveraging multiple data sources, creating queries and utilizing relevant reporting tools for analyzing data. This position will create daily, weekly, monthly and ad hoc reports while also utilizing various statistical methodologies to derive insights, recognize trends and patterns within the patient experience and the organizations operation. Additionally, the role will work with senior leadership to identify efficiency and productivity opportunities as well as assist with departmental planning activities.
ESSENTIAL FUNCTIONS OF THE ROLE Works across various platforms (such as telephony, CRM, electronic medical records, work force management and quality management) to create, generate, manage and schedule systematic reports as required for various stakeholders.
Leverages applications and tools to analyze data, compile and visualize historical information.
Works with senior leadership to identify data needs and interprets existing data for consideration.
Oversees, develops and distributes daily, weekly and monthly performance reports while also ensuring the integrity of the information.
Participates in the development and acceptance testing of new reports and enhancements.
Works on activities, projects and requests for data extraction as requested by operational leadership.
Identifies potential risks that may impact the organizations ability to meet service objectives.
KEY SUCCESS FACTORS Previous experience in a contact center, customer service or call center reporting role.
High level of proficiency with Microsoft Office, Excel, as well as BI and data visualization tools.
Functional knowledge of telephony platforms (Cisco preferred), Workforce and Quality Management applications (Calabrio preferred).
Strong understanding of the Contact Center, Customer Service or Call Center environment.
Ability to work collaboratively in teams with a consultative approach across various levels.
Must have exceptional verbal and written communication skills.
Must have troubleshooting, problem solving, technical and analytical skills.
Experience in project management to support implementation of new features and capabilities while also working with internal stakeholders and vendor.
Location/Facilit-Baylor Scott and White Call Center-Temple
Shift/Schedule-Monday-Friday Days Full Time
BENEFITS Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level
- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - 4 Years of Experience
Internal Number: 21000952
About Baylor Scott & White Health
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!