Develop, organize and create dashboards for all aspects of the HUB to empower the team to do root cause analysis so as to improve the overall current membership experience and develop solutions to further meet goals.
Drive data driven decision making, root cause analysis and continuous operational improvements.
Monitor and coordinate ad-hoc and scheduled reporting that enables transparency into operational performance.
Responsible for data extraction (from several sources including the Enterprise Data Lake and Service Cloud), manipulation, querying and presentation; campaign management, distribution of lead strategies and prioritization.
Responsibilities:
Determine strategy on lead management distribution, assignments and prioritizations.
Synthesize and combine member lists from Care Management, Quality, and other business areas, with data sets on members including their contacts with EmblemHealth, to help stratify and sequence members for outreach.
Based on defined KPIs/metrics, analyze transactional data including member touchpoints to determine efficacy of outreach.
Develop dashboarding and scorecards for the above; align scorecards and results specific to Member HUB team targets/KPIs.
Gather reporting requirements from non-technical operational contacts.
Synthesize requirements into a technical specification for development in partnership with technical teams.
Ensure integrity of data and validity of reporting.
Create, develop, and maintain ad hoc and scheduled operation reports.
Use database queries, spreadsheets, charts, graphs, and other analytics techniques to discover, explore, document and present issues and trends on organization and employee performance.
Execute analytics based on defined business logic to identify opportunities for operational improvements.
Work with leadership to identify opportunities to improve customer and employee experience based on insights and performance results.
Collaborate with stakeholders to resolve key data issues involving the quality and consistency of data for analytical purposes.
Drive process improvements by actively identifying opportunities through data analytics and data management.
Identify deficiency or gaps in data model/performance as well as opportunities to improve campaign, employee performance as well as customer experience-based insights and performance results.
Take ownership of identified gaps, propose, revise and execute course correction.
Resolve key data issues involving the quality and consistency of data for analytical purposes.
Lead large projects associated with ongoing development of data.
Serve as a key team member and act as a consultant and subject matter expert while providing mentorship to other members of organization; and as consultant and subject matter expert while providing mentorship to other members of organization.
Perform ad-hoc tasks/reporting/analyses as directed or required.
Requirements:
Bachelor's degree in information management, IT, or related required; additional related experience/specialized training may be considered in lieu of educational requirements
Certification in Analytics & Tableau preferred
4 - 6+ years of relevant, professional work experience required, preferably with some experience in Customer Service
3 - 5+ years of progressive experience in a report writing, data analysis or business intelligence analysis role required
2+ years of Tableau experience preferred
Experience working in the health care industry preferred
Knowledgeable in programming languages, such as SQL or Python required
Proficiency in math; ability to analyze, model and interpret data required
Proven ability to effectively manage multiple competing deadlines and successfully deliver completed products/projects required
Accuracy and attention to detail; critical thinking and creative problem-solving skills using a methodical and logical approach required
Experience working with structured and unstructured data, including manipulation and/or mining required
Understanding of best practices in presenting and visualizing data in graphical and tabular formats required
Advanced proficiency in Microsoft Office (Word, Excel, Access, PowerPoint, Outlook, Teams, etc.) required
Excellent communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience required
