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Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, womens health, primary care and the largest hospitalist program in Florida.
Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100 primary care practices and more than 60 outpatient facilities that span Floridas east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.
Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. Orlando Health Is Your Best Place to Work is not just something we say, its our promise to you.
Job Summary
This role is responsible for forecasting volume and projecting staffing needs to ensure accurate and adequate support for all patient access center business processes. The analyst will be expected to accurately project FTE requirements for near-term, long-term, and overall budgeting purposes, while maintaining a forecast-to-actual variance of less than 5%. Other key responsibilities include identifying trends and behaviors to ensure optimal cost effectiveness and operational efficiency, making recommendations to best achieve KPI metrics for the access center, and producing team member schedules to meet the access center service levels and other goals and objectives. It is expected that applicants are highly analytical and can quickly turn large sets of data into meaningful analyses.
Orlando Health Medical Group Access Center Department
Located in Downtown Orlando
Responsibilities:Experience
One year of workforce management experience in a contact center environment required.
One year of data analytics experience required.
Prior experience with workforce management tools (e.g. Verint, Calabrio, NICE, Genesys, etc.) strongly preferred.
Advanced knowledge of Microsoft Excel required.
Experience with telephony systems such as Cisco, Avaya, and Aspect preferred.
Experience with IVR design, modification, and testing preferred.
Experience using Erlang C preferred.
SQL experience preferred.
Skills
Full Time
$80k-103k (estimate)
06/29/2024
07/18/2024
orlandohealth.com
ORLANDO, FL
15,000 - 50,000
1977
DAVID STRONG
$1B - $3B
Hospital
Orlando Health Digestive Health Institute integrates Gastrointestinal Medicine, Surgery, Radiology and Pathology into a comprehensive program to optimize patient care, actively engage in high quality, impactful research as well as education. The Institute integrates all satellite campuses into a cohesive network in order to provide the highest standard of clinical care and allow for community based clinical research and education.