Operations Analyst

  • Location: Oakland, California
  • Type: Contract
  • Job #76941

A healthcare client is looking for an Operations Analyst

Location: Oakland, CA 94612
Position: Operations Analyst
Pay Rate: $49.38 /hr
Duration: 12months
Expected Shift: 8:00am-4:30pm
Expected Shift:  Monday – Friday 8-5pm
Hybrid/remote (candidate must be within NCAL)
Travel Requirements: 10% within NCAL

Job Responsibilities: 

  • The Consumer Experience Member Patient Experience Management (MPXM) and Loyalty Score Pilot Contractor will support the regional and local KP teams in program monitoring under the program managers, targeted member outreach efforts aimed at identifying member concerns, following up and closing the loop with members and KP employees to provide a better experience and resolving member issues/gaps.
  • The Contractor will be responsible for all forms of member outreach with support from the regional and local KP team and will log all interventions in the existing tracker tool.
  • The intervention tracker must be organized and updated in a timely manner to avoid data loss and ensure that all member concerns are being follow up on in a timely manner.
  • The Contractor will provide this oversight and general oversight for local teams as they operationalize interventions in their respective service areas.

 

  • Additionally, the contractor will manage all NCAL pilot sites as they engage with the regional team to test the Loyalty Score. Using existing materials, the contractor will be expected to engage with the local team on a weekly basis guiding them through the assess, design and test phases.

 

Responsibility Details Time Allocation
Member Outreach Including but not limited to phone calls, texting, mailers, email campaigns, interview recruitment, etc. 0.5 FTE (20 hrs per week)
Follow up and loop closing coordination Transferring member concerns to local operational team for follow up; confirming that loop has been closed with operational team
Maintain and Update Intervention Tracker As members and outreached to, all touchpoints must be logged into the intervention tracker and updated as follow up is complete
Manage and provide ongoing support for NCAL Pilot Sites Using existing tools, guide local operational teams through project phases (assess, design, and test)* see below for specific deliverables; Most of project support will be in test phase 0.5 FTE (20 hrs per week)

Job Requirements:

  • Facilitation skills
  • Customer-centric
  • Customer service skills – call center background is a plus
  • Self-motivated and organized
  • Problem solving skills
  • Collaborative

Not required but a plus:

  • Intermediate excel and data analysis skills
  • PowerBI knowledge a plus

KP Assets Needed:

  • KP Caller ID/ KP Phone
  • Allowed access to PHI Dashboards
  • KP Laptop (including access to Teams, Email, Microsoft tools)

About Our Client

Our client is one of the largest non-profit health plans founded in 1945 which offers comprehensive, affordable health coverage plans for individuals & family, Medicare, employers, and large group.

Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Don't miss out on this amazing opportunity! If you feel your experience is a match for this position please apply today and join our team. We look forward to working with you!

#SLA
 

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About APR Consulting
APR Consulting, Inc., is one of the most trusted talent acquisition and workforce solutions providers in the United States. Known for exceptional responsiveness, agile strategies, and consistently high-level talent, the firm has become a go-to for organizations and managed services providers navigating complex change and urgent challenges. Since its founding in 1980, APR has transformed from a California IT-focused staffing firm to a full-service solutions provider filling a wide range of positions and serving over eight industries — including aerospace and defense, healthcare, IT, telecom, hospitality/gaming, sports/entertainment, government, and utilities –– in all 50 states, with a loyal roster of more than 850 specialized professionals.