Business Analyst I, Full Time, Days, 9am-5pm, AMG Call Center, Morristown, NJ

The Business Analyst supports Atlantic Health and Atlantic Medical Group Contact Centers by collecting, analyzing, and interpreting data to improve performance metrics and increase operational efficiency. This role involves preparing reports, dashboards, and actionable insights for the leadership team and providing timely updates to Patient Access Director in efforts to improve or sustain department goals.

Job Duties:
• Translates complex data into clear, actionable insights. Performs statistical analyses to identify trends in patient outcomes, resource utilization, and quality metrics.
• Reviews and analyze all available reporting sources/data to forecast future workload trends and plan staffing levels.
• Partner with Contact Center leaders to build capacity plans, create schedules and respond to ad hoc workforce planning requests to ensure strong coverage and service levels.
• Forecast call volume and staffing/resource needs (long-range capacity, day-of-week and intraday forecasts).
• Monitor and report schedule adherence.
• Conducts routine account and call quality audits to ensure appropriate account and appointment scheduling completion.
• Develop and maintain dashboards, scorecards, and reports using tools such as Excel, Power BI for team member reviews, department KPIs and AI dashboard/reporting.
• Attend operational meetings and presents findings to stakeholders in a clear and concise manner, supporting evidence-based decision-making.
• Assist with tracking and trending department issues list
• Support department goals, processes improvement initiatives and assistance with testing required for new projects.
• Complete special projects to meet expectations of scope and deliverables.
• Performs other duties as needed to support departmental and organizational goals

Requirements:
Minimum Education
• Bachelor’s degree or 4 additional years of relevant work experience: Required
• A minimum of one year in data analysis, preferably in healthcare and/or Contact Center management. Preferred.
• Previous data analyst business development/client management/sales experience in healthcare: Preferred

Preferred:
1. Experience working in a Health Care facility, Hospital System or relevant area.