Associate Real Time AnalystExpress Scripts Holding Company - Dublin, OH
Associate Real Time Analyst
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Track call volume, staffing levels, and employee productivity levels for a call center. Track real time call volume and trends to monitor staffing levels throughout the day. Serve as a technical expert for systems and phone problems. Track and analyze compliance to quality and service standards. Provide reports to call center management on call trends, productivity, quality, service levels and cost per call. Identify and escalate repetitive questions and/or problems.
Track real time call volume and trends to monitor staffing levels throughout the day and assess the need for overtime or early release of staff.
Maintain employee profiles and reallocate resources to accommodate different types of calls and complete back up project work for other departments (i.e. claims processing, patient profile entry, mail sorting, etc...).
Serve as a technical expert for systems and phone problems within the call center.
Troubleshoot call center system, PC, or phone problems.
Report issues to the IS team, communicate status to call center, follow-up on issues until resolved, and maintain issue log.
Track and analyze compliance to quality and service standards.
Monitor compliance to client-specific performance guarantees and notify management of problems as soon as possible.
Provide reports to call center management on call trends, productivity, quality, service levels and cost per call.
Run ad hoc reports as requested.
Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited.
Assist in development of call center programs and process improvements to enhance the level of internal and external customer service provided.
Complete necessary paperwork for system access, phone access, workstation setup and security access for new or transferring employees.
Develop and maintain call center equipment inventory.
Special projects as assigned.
High School Diploma or equivalent experience.
6 years relevant work experience.
1 year in a call center environment preferred.
Knowledge of Microsoft Office, Database Software, Internet, and Microsoft Outlook.
Working knowledge of automatic call distributor technology.
Technical expertise of call center systems and platforms preferred.
Demonstrated understanding of call center processes and procedures.
Excellent phone, oral and written communication skills.
Ability to adapt in a dynamic work environment and make independent decisions.
Demonstrated ability to handle multiple projects simultaneously and prioritize workload.
Extremely detail oriented.
Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.
Knowledge of PBM industry/Managed care industry preferred but not mandatory
Willingness to work a flexible schedule for peak call times.
ABOUT THE DEPARTMENT
The Pharmacy Operations Group is crucial to achieving our mission of practicing pharmacy smarter and putting medicine within reach. Members of this team are at the front line every day interacting with patients, strategizing on improvements and efficiencies, and processing the more than one million prescriptions that come through our world-class pharmacies and distribution facilities across the country.
ABOUT EXPRESS SCRIPTS
Advance your career with the company that makes it easier for people to choose better health.
Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the Most Admired Companies in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
Express Scripts is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation. Express Scripts is a VEVRAA Federal Contractor.
9 days 1 hour ago
Express Scripts Holding Company
applyAssociate Real Time Analyst Express Scripts Holding Company - Dublin, OH, United States
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