The mission of University of Washington Medicine is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals. UW Medicine owns or operates the following: Harborview Medical Center, Valley Medical Center, UW Medical Center – Montlake, UW Medical Center - Northwest, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated, or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance.
The University of Washington is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. This position provides opportunities to work in a fast-paced, challenging, diverse and rewarding environment. As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
The UW MEDICINE CONTACT CENTER has an outstanding opportunity for a FULL-TIME SENIOR ANALYST FOR FORECASTING, ANALYTICS AND REPORTING (Day Shifts). The Senior Analyst for Forecasting, Analytics, and Reporting (Senior Analyst) is responsible for developing long-range Contact Center staffing forecasts, analyzing and modeling complex information (including financial, telephone, electronic health records, and performance data), creating productivity reports, and designing dashboards for key performance indicators. The Senior Analyst will identify opportunities for improvement, develop decision support, recommend solutions, and will work with operational unit partners to determine return on investment, recommend optimal operational models, and support accountability through performance measures. This position is accountable for providing high quality analysis and reliable time models, long-range forecasts, and recommendations to anticipate future Contact Center demand.
RESPONSIBILITIES: FORECASTING & ANALYSIS: • Operating in a complex contact center environment with numerous skills and business units, perform comprehensive analysis, data modeling and trending, and long range forecasting to optimize staffing to achieve service level. • Consider marketing campaigns, business drivers, training, and unexpected circumstances to assess impact to operations, including “what if” scenarios to help drive business and staffing decisions. • Perform as subject matter expert for NICE IEX Workforce Management system and other modeling tools utilized to perform analysis and forecasts. May serve as liaison to vendor resources. • Provide expertise and guidance to operations staff related to workforce planning and forecasting. May assist with complex scheduling issues and recommend effective staffing models. • Use actual contact center performance data (such as call volume, average handle time, speed of answer, seasonality, and call arrival patterns) to validate accuracy of forecasts and incorporate changes to improve overall performance.
REPORTING & ANALYSIS: • Synthesize and organize complex contact center data repositories to analyze and inform actionable decision support to continually improve operations and performance. • Design and publish enterprise reports, dashboards, and visualizations to support metrics, accountability, and transparency. • Conduct in-depth analysis and calculations to determine productivity, return on investment, cost per unit of work, and shared services financial allocations. • Develop presentation materials, business proposals, and contribute to continuous performance improvement efforts.
FINANCE & PROJECTS: • Support annual budget development and maintain a sustainable financial reporting framework for contact center operations and shared services delivery. • May support Director with strategic initiatives and projects.
LEAD RESPONSIBILITIES: • Lead productivity and financial analytics and forecasting for assigned area of responsibility. • Will be accountable for driving the work on behalf of the Director of Communication Technologies to ensure analysis, volume and resolution time modeling, long-range forecasting, and recommendations timely support strategic planning and decision making, including collaboration with various stakeholder groups across UW Medicine (clinical and non-clinical).
DESIRED: • Healthcare experience strongly preferred. • Experience with IEX forecasting and staffing tools. • Demonstrated excellence in client interaction, written, and verbal communication skills. • Demonstrated ability to work independently and as part of a team in a cooperative effort. • Working knowledge of other Microsoft products including Word, PowerPoint, Outlook and SharePoint. • Basic understanding of relational databases such as Microsoft Access or SQL. • Intermediate experience with Microsoft Excel. • Experience working with data projects, data sets, and data extraction. • Experience working with report visualization tools, such as Tableau. • Experience handling diverse work assignments that range in duration and time sensitivity, with frequent interruptions and emergent priorities.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.