Customer Service Business Analyst

:

MassHealth is seeking qualified applicants for the position of Customer Service Business Analyst . The primary purpose of this position is to assist the Director of Customer Service in the continuous improvement of Customer Service for MassHealth members, providers, and internal/external stakeholders. The primary responsibility will be to focus on the performance of the vendors who provide Call Center Solutions for MassHealth to ensure that MassHealth provides high quality, courteous, and efficient customer service for our members.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

• Work closely with the Director of Customer Service by providing support for all areas under the Director's purview.
• Conduct comprehensive analysis of daily/weekly/monthly reports on call center performance key performance indicators (KPI's) including: average speed or answer (ASA), abandonment rate (AR), average handle time (AHT), First Call Resolution (FCR), and Customer Satisfaction.
• Responsible for timely analysis, feedback, and resolution of customer complaints and escalations.
• Assist in developing and implementing improvement plans related to call center performance KPIs for efficiency, customer satisfaction, and quality.
• Assist in optimizing the Interactive Voice Response (IVR) to best serve our customers.
• Assist in efforts to implement and measure customer interactions through all mediums including: voice calls, text messages, email, and internet access.
• Participate in meetings and call calibration sessions with vendors, training, and all internal/external stakeholders.
• Assist in administrative duties related to contract management including invoices, requests for information, etc.

Preferred Qualifications:

• Excellent planning, organizational, and time management skills.
• Exceptional analytical and conceptual thinking skills.
• Excellent communication skills including verbal and written communications. Comfortable communicating in person, over the phone, Teams/Zoom, etc.
• Advanced skills in Microsoft applications including: Word, PowerPoint, Excel.
• Experience leading or supporting successful projects or initiatives.
• Previous experience with customer service, contact centers, highly preferred.
• Previous Business Analyst experience preferred.
• Experience creating/requesting business intelligence reports.
• Experience with presentation development and delivery.
• Ability to prioritize, balance multiple assignments, work under time constraints and adjust to changing circumstances.
• Ability to work effectively both independently and as a team member.

TO APPLY:

Please upload both Resume and Cover Letter for this position when applying. First consideration will be given to those applicants that apply within the first 14 days.

About MassHealth:

To improve the health outcomes of our diverse members and their families by providing access to integrated health care services that sustainable & equitable health, well-being, independence, and quality of life.

For more information about our agency and programs please visit:

Pre-Offer Process: A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website. If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the ADA Reasonable Accommodation Request Form .

For questions, please the contact the Office of Human Resources at 1-800-510-4122 and select option #4

Qualifications First consideration will be given to those applicants that apply within the first 14 days. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, and (B) of which at least one year must have been in a supervisory capacity, or (C) any equivalent combination of the required experience and the substitutions below. Substitutions: I. A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required (A) experience.* II. A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required (A) experience.* III. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required (A) experience.*

• Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: No substitutions will be permitted for the required (B) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Official Title : Program Coordinator III Primary Location : United States-Massachusetts-Quincy - 100 Hancock Street Job : Administrative Services Agency : Exec Office Of Health and Human Services Schedule : Full-time Shift : Day Job Posting : Mar 20, 2024, 8:59:42 AM Number of Openings : 1 Salary : 73,566.74 - 107,580.72 Yearly If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator : Kendy Derival/ Kendy.derival3@mass,gov - 6173488456 Bargaining Unit : 06-NAGE - Professional Admin. Confidential : No Potentially Eligible for a Hybrid Work Schedule : Yes