Title:  Senior Data Analytics Associate - Patient Access

Summary

This position will manage all data requests related to areas that support Patient Access including telephony data, performance/productivity metrics, benchmarking reports, and functions listed below. This position will collaborate with Baylor Medicine department leaders, as well as key stakeholders in Patient Access, Information Technology, and Reports and Analytics teams. 

This position is to ensure that the capacity of IT services, patient access staffing, and the telephone infrastructure is able to deliver the agreed upon Baylor Medicine service level agreement in a cost-effective and timely manner. This position will manage the data for Workforce, Quality Assurance, Patient Resource Center, Front Desk, and Referral Center teams. Additionally, the position will understand the daily operations of all Patient Access areas to ensure alignment with departmental scheduling needs and organizational objectives. This individual will be responsible for understanding how to utilize RingCentral Nice in the Contact Telecommunications platform.

This position is eligible to work a hybrid work arrangement within the Greater Houston, TX area.

Job Duties

• Performs Quality Assurance which requires an understanding of platform QA build, various reporting metrics and report creation, data troubleshooting, and validation.
• Performs Quality Management which requires an understanding of the utilization of QA build and reporting.
• Functions as a Workforce/Coordinator which requires an understanding of workforce management technology in addition to operations.
• Functions as a Technical analyst which requires an understanding of all technical aspects of the telecommunications platform from setup, troubleshooting, and reporting.
• Creates and maintains routine monthly, quarterly, and annual productivity/performance reports, as required.
• Develops benchmarks, databases, dashboards, and other tools to support patient access and/or decision-making processes.
• Provides data to support the development of specific departmental goals, standards, and objectives that directly support the strategic plan and vision of the organization.
• Provides and analyzes data to ensure the quality of patient services delivered by the patient access teams and coordinates patient services with staff, physicians, and other departments.
• Provides data to support to create scheduling workflows and processes that are aligned with Baylor Medicine patient access standards.
• Partners with the Workforce team to align data retrieval and metrics.
• Partners with the QA team to streamline the QA process, data retrieval, and metrics for the collective Patient Access performance.
• Responsible for reporting related to staff productivity, quality reporting metrics, call center KPI reporting, patient access/scheduling workflows as well as data to support ongoing process improvement.

Minimum Qualifications

• Bachelor's degree.  Four years of relevant experience may substitute for degree requirement. 
• Four years of relevant experience.

Preferred Qualifications

• Master's degree and two years of relevant experience will also be considered.
• Working knowledge of electronic health record systems (e.g., Epic) and reporting.
• Experience in an Ambulatory Operations setting.
• Excel skills to include reporting, report creation, and dashboarding in multiple platforms, and strong analytical skills in Power BI.
• Experience with Telephony Platforms

Skills

• Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
• Must be able to work in a fast-paced environment and take appropriate action.