Contact Center Traffic and Scheduling Analyst, Sr. jobs in Brookline, MA

Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)

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Scheduling Specialist Ambulatory Contact Center
  • Mass General Brigham
  • Somerville, MA FULL_TIME
  • Scheduling Specialist Ambulatory Contact Center

    - (3282303)


    About Us

    As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

    We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

    Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

    The Opportunity

    We are seeking full-time Scheduling Specialists to support Ambulatory patients and providers. This is a telephone-based position operating in a call center style department; there is no face-to-face interaction with patients or other customers. Responsibilities include fielding incoming phone calls, handling online requests, performing patient registration, placing outbound phone calls, and scheduling appointments. Our goal is to ensure that patients, referring providers, and other customers receive timely, efficient, and high-quality service. In this role, you get the opportunity to directly impact patient experience and help us drive healthcare forward!

    Location

    Our Ambulatory Access Center team is based out of our Mass General Brigham headquarters located in Assembly Row (Somerville, MA). Our 160-person office suite serves as the onboarding/training hub for the Schedulers, Referral Coordinators, Registration Specialists, and Clinical Advice/Triage Nurses that join our team as part of our Ambulatory Care Transformation Initiative. Employees are expected to be onsite for all hours worked during the first 90 days of employment for onboarding/training. There are possible options for hybrid work after the successful completion of the training program, based on performance. This role is M-F 40 hours required.


    Qualifications

    Education

    • High School Diploma required
    • Associate’s Degree preferred
    • Completion of a certified Medical Terminology course preferred

    Experience

    • Medical office or health care or other relevant experience required
    • Prior customer service work experience, specifically in a contact/call center environment preferred
    • Basic computer skills, including proven ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality required
    • Epic experience strongly preferred

    Required Shifts and Location

      • Monday Through Friday 40 hours per week onsite at our Assembly Row MGB Office
      • Shifts are 8:00am-4:30 and / or 8:30am-5:00, Training starts at 8am ET, this is required for the first 2-4 weeks.
      • Onsite M-F at Assembly Row, a hybrid model to be discussed after the first 90 days
    EEO Statement


    Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.


    Primary Location MA-Somerville-MGB Ambulatory Care Somerville
    Other Locations MA-Boston, Massachusetts
    Work Locations MGB Ambulatory Care Somerville 399 Revolution Drive Somerville 02145
    Job Schedular
    Organization Mass General Brigham
    Schedule Full-time
    Standard Hours 40
    Shift Day Job
    Posted Shift Description Onsite Somerville M-F. Possible hybrid model after 90 days is not confirmed. The first 2-3 weeks require 8am start time M-F for training Shifts will then start at 8am or 8:30am ET M-F after training this will be determined
    Employee Status Regular
    Recruiting Department MGB Ambulatory Contact Center
    Job Posting Mar 18, 2024

  • 7 Days Ago

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Sr Assistant Director-Enrollment Contact Center
  • Northeastern University
  • Dedham, MA FULL_TIME
  • About the Opportunity JOB SUMMARY The Senior Assistant Director in the Enrollment Management Contact Center is responsible for overseeing a team of Enrollment Contact Representatives. The individuals ...
  • 10 Days Ago

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Sr Manager, Workforce Management
  • Constant Contact
  • Waltham, MA FULL_TIME
  • As the Senior Manager of Workforce Management, you will be responsible for the management of Capacity Planning, Forecasting, Scheduling and Real Time Monitoring, supporting the 300 person global Custo...
  • 19 Days Ago

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Billing Analyst
  • Constant Contact
  • Waltham, MA FULL_TIME
  • The Billing Analyst will be responsible for monitoring the bad debt process for all three Constant Contact brands. The right candidate will be well organized, assertive, and willing to engage our cust...
  • 12 Days Ago

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Revenue Operations Analyst
  • Constant Contact
  • Boston, MA FULL_TIME
  • The Revenue Operations team is in search of an operational all-star to serve as an important bridge by connecting with our GTM teams across Sales, Success, Marketing, and Enablement teams. The Senior ...
  • 22 Days Ago

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Registered Nurse - Contact Center (FT)
  • East Boston Neighborhood Health Center
  • Revere, MA FULL_TIME
  • Registered NurseFull-TimeRevere, MA$10,000 sign-on bonus for new full-time hires!The RN in the Contact Center provides nursing care primarily through telephone triage and consultation. She/he follows ...
  • 17 Days Ago

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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Brookline, MA area

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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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Research Administrator II - $3,000 Sign-on-bonus
  • Beth Israel Lahey Health
  • Boston, MA
  • When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives. Job Typ...
  • 3/28/2024 12:00:00 AM

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Travel Radiology Technologist - $2,557 per week
  • TRS Healthcare
  • Newton, MA
  • Supplemental Health Care is seeking a travel Radiology Technologist for a travel job in Newton, Massachusetts. Job Descr...
  • 3/28/2024 12:00:00 AM

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Outsourcing Delivery Analyst - Tax Due Dilligence
  • Markit Ltd
  • Andover, MA
  • Outsourcing Delivery Analyst - Tax Due Dilligence in Andover - Brickstone Square **Outsourcing Delivery Analyst - Tax Du...
  • 3/27/2024 12:00:00 AM

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Retail Sales Manager
  • Brilliant Earth
  • Chestnut Hill, MA
  • Retail Sales Manager - Chestnut Hill The Retail Sales Manager will build, lead and mentor a team of dedicated Customer E...
  • 3/27/2024 12:00:00 AM

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Assistant Retail Sales Manager
  • Brilliant Earth
  • Chestnut Hill, MA
  • Assistant Retail Sales Manager - Chestnut Hill Position Overview: The Assistant Retail Sales Manager for our Chestnut Hi...
  • 3/27/2024 12:00:00 AM

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Outsourcing Delivery Analyst - Tax Information Reporting
  • Markit Ltd
  • Andover, MA
  • Outsourcing Delivery Analyst - Tax Information Reporting in Andover - Brickstone Square **Outsourcing Delivery Analyst -...
  • 3/26/2024 12:00:00 AM

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Research Data Analyst, Infectious Diseases
  • Boston Medical Center
  • Boston, MA
  • This person will work with a diverse team that comprises physicians, statisticians, engineers, epidemiologists and publi...
  • 3/24/2024 12:00:00 AM

According to the United States Census Bureau, Brookline has a total area of 6.8 sq mi (17.7 km2), all but 0.039 sq mi (0.1 km2) (0.44%) of which is land. The northern part of Brookline, roughly north of the D-line tracks, is urban in character, as highly walkable and transit rich. The population density of this part of town is nearly 20,000 inhabitants per square mile (8,000/km2), on a par with the densest neighborhoods in nearby Cambridge, Somerville and Chelsea, Massachusetts (the densest cities in New England), and just below that of central Boston's residential districts (Back Bay, South E...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$75,840 to $102,833
Brookline, Massachusetts area prices
were up 2.5% from a year ago