Contact Center Traffic and Scheduling Analyst jobs in Pennsylvania

Contact Center Traffic and Scheduling Analyst analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Being a Contact Center Traffic and Scheduling Analyst ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Additionally, Contact Center Traffic and Scheduling Analyst utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Traffic and Scheduling Analyst occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)

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Contact Center Specialist (Scheduling)
  • UPMC
  • Pittsburgh, PA FULL_TIME
  • Job Summary:

    Are you a dedicated professional interested in building a rewarding career?  Are you interested in a call center position that offers terrific benefits, opportunities to grow, and an excellent work-life balance and the ability to work from home post training?  Then you may be the perfect fit for our Scheduling Services Contact Center Specialist role!  This role is based out of the Quantum One Building in the South Side of Pittsburgh or in Erie at our East Bayfront location. 

    In this role, you will serve as the first line of contact for the patient.  The Contact Center Specialist acts as an advocate for patients by providing guidance, interpretation, and education on scheduling.   They provide details regarding their appointment, including directions, and required preparation.   They also review, verify, and enter the patients’ demographic and insurance information. 

    We also offer a monthly incentive program, which is based off performance and 3 months of employment.  

    If you are enthusiastic about assisting others in a customer service role and think you are up for the challenge, apply today!

    Responsibilities:

    • Answer multi-line telephone system while scheduling appointments according to the department protocols ensuring the appropriate exam, physician, and timeslot are utilized. Redirect telephone calls and take messages, when appropriate, interacting with the staff and leadership of other departments when necessary.

    • Review, verify and enter the patient's demographic, financial, and insurance information to ensure data integrity. Enter or update information in the appropriate system(s) accurately, verify and revise existing information on patients that have not been interviewed within the past 30 days.

    • Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointment), billing, claims, and various patient related inquiries.

    • Complete forms, upload, scan, or fax documents as required for patient appointment. Follow up on any incomplete or inaccessible information to assure a completed record. Obtain, verify, and correct registration information of new and existing patients.  Mail new patient packets prior to scheduled appointment and handle medicine refill requests.

    • Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.

    • Document all actions taken on a patient account.

    • Identify and take action to address patient concerns by utilizing effective decision making skills to know when to handle the call, send the call to in house clinical staff or send call to the physician's office to meet the patient's needs.

  • Just Posted

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Business Analyst - Contact Center
  • Ventures Unlimited Inc.
  • Pittsburgh, PA FULL_TIME
  • Company DescriptionVUI since 2004 has been helping clients improve their business, environmental and social performance. We do this by applying innovative processes, market intelligence and fresh thin...
  • 14 Days Ago

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Contact center analyst
  • Wawa Inc. (210515330)
  • Wawa, PA FULL_TIME
  • Description Job Title : Temporary Contact Center Analyst Location : Corporate Department : Store Operations Position Summary : The Wawa Contact Center handles contacts from our Customers and Store Ass...
  • 26 Days Ago

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Distribution Center Worker - 2nd Shift
  • Phoenix Contact
  • Harrisburg, PA FULL_TIME
  • Job Summary The Distribution Center Worker will assist with the daily functions associated with the operation of the Distribution Center. The position will carry out responsibilities in some or all of...
  • Just Posted

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FOIA Analyst
  • Contact Government Services, LLC
  • Williamsport, PA FULL_TIME
  • FOIA AnalystEmployment Type: Full Time, Mid-LevelDepartment: Information TechnologyCGS is seeking a FOIA Consultant to join our team supporting the legal mission of a large federal agency. This positi...
  • 3 Days Ago

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Business Analyst
  • Contact Government Services, LLC
  • Williamsport, PA FULL_TIME
  • Business AnalystEmployment Type: Full-Time, ExperiencedDepartment: Information Technology CGS is looking for business analysts to work with a large federal agency! As a Business Analyst in Business op...
  • 3 Days Ago

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Technical Support Technician
  • Connect Search, LLC
  • Milwaukee, WI
  • Technical Support Technician Direct Hire Technical Support Technician opportunity with one of my clients based out of th...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Andover, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Amherst, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Senior Financial Analyst
  • Calabrio, Inc.
  • Minneapolis, MN
  • Calabrio, a leading customer experience intelligence company, is seeking a highly skilled and motivated Senior Financial...
  • 3/28/2024 12:00:00 AM

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UKG Associate Programmer Analyst – Universal Epic Universe
  • Universal Orlando
  • Orlando, FL
  • Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybr...
  • 3/28/2024 12:00:00 AM

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Research Analyst
  • First Trust Capital Management L.P.
  • Chicago, IL
  • Summary The Research Analyst role at First Trust Alternative Investment Research (“FT AIR”) is focused on supporting all...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Harrisonburg, VA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Business Development Analyst
  • Makse Group
  • Denver, CO
  • Job Overview: As a Business Development Analyst, you will play a vital role in our company's growth by generating a robu...
  • 3/28/2024 12:00:00 AM

Pennsylvania (/ˌpɛnsɪlˈveɪniə/ (listen) PEN-sil-VAY-nee-ə), officially the Commonwealth of Pennsylvania, is a state located in the northeastern and Mid-Atlantic regions of the United States. The Appalachian Mountains run through its middle. The Commonwealth is bordered by Delaware to the southeast, Maryland to the south, West Virginia to the southwest, Ohio to the west, Lake Erie and the Canadian province of Ontario to the northwest, New York to the north, and New Jersey to the east. Pennsylvania is the 33rd-largest state by area, and the 6th-most populous state according to the most recent of...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$57,398 to $74,769