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Professional, Customer Care Analytics & Testing
Schenectady, NY
Job Description
Professional, Customer Care Analytics & Testing
Headquarters Office, 625 State Street, Schenectady, New York, United States of America Rochester Office, 220 Alexander Street, Rochester, New York, United States of America Tarrytown Office, 303 South Broadway, Tarrytown, New York, United States of America Virtual Req #1130
Monday, May 16, 2022
Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow. We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds-tech people, numbers people, even people people-working together to make health insurance better. If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference-it's time to make a healthy career move to MVP!
Full-Time, Exempt
Performs a series of standard reporting functions, including production of scheduled and ad hoc reports regarding historical, current, and forecasted KPIs, contact center metrics, appeals and grievances reporting, and other reporting needs of Customer Engagement. Supports and assists with development and maintenance of reporting documentation including audit of documentation on a defined timeline. Brings issues and trends noted in reports to leadership's attention and makes recommendations as appropriate. Supports reporting and analysis automation activities. Collaborates with testing SMEs throughout MVP to support coordination and facilitation of testing activities for Customer Engagement including test plan development, test case creation, and testing execution. Identifies and coordinates resources needed for testing in collaboration with Customer Engagement leadership. Acts as point of contact for testing issue validation and resolution. Provides status updates to Customer Engagement leadership on testing activities. Performs other duties as assigned by leadership
POSITION QUALIFICATIONS:
Minimum Education:
Associates Degree in Business/Management or related field or 2 additional years or equivalent work experience with high school diploma
Four-year college degree preferred
Minimum Experience:
Proficiency using MS Access and MS Excel including ability to build and execute queries, formulas, and charts
Experience in positions where adherence to strict confidentiality is required
Healthcare, health insurance contact center experience preferred
Experience with Genesys and/or MS Dynamics and/or Power BI strongly desired.
Required Skills:
Note position requires candidate to be able to effectively work from home/remotely, including access to private, reliable high-speed internet and a private workspace during work hours. Position requires long periods of sitting and working with computers.
About MVP
MVP Health Care is a nationally recognized, not-for-profit health insurer caring for more than 700,000 members in New York and Vermont. Committed to the complete well-being of our members and the communities we serve, MVP makes health insurance more convenient, more supportive, and more personal. We are powered by the ideas and energy of more than 1,700 diverse, employees from all backgrounds, committed to having a positive impact on the health and wellness of everyone we serve. MVP Health Care is an Affirmative Action/ Equal Employment Opportunity (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), and the EEO is the Law Poster and Supplement protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at hr@mvphealthcare.com
Please apply and learn more - including how you may become a proud member of our team.
Other details
Apply Now
Headquarters Office, 625 State Street, Schenectady, New York, United States of America
Monday, May 16, 2022
Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow. We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds-tech people, numbers people, even people people-working together to make health insurance better. If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference-it's time to make a healthy career move to MVP!
Full-Time, Exempt
Performs a series of standard reporting functions, including production of scheduled and ad hoc reports regarding historical, current, and forecasted KPIs, contact center metrics, appeals and grievances reporting, and other reporting needs of Customer Engagement. Supports and assists with development and maintenance of reporting documentation including audit of documentation on a defined timeline. Brings issues and trends noted in reports to leadership's attention and makes recommendations as appropriate. Supports reporting and analysis automation activities. Collaborates with testing SMEs throughout MVP to support coordination and facilitation of testing activities for Customer Engagement including test plan development, test case creation, and testing execution. Identifies and coordinates resources needed for testing in collaboration with Customer Engagement leadership. Acts as point of contact for testing issue validation and resolution. Provides status updates to Customer Engagement leadership on testing activities. Performs other duties as assigned by leadership
POSITION QUALIFICATIONS:
Minimum Education:
Associates Degree in Business/Management or related field or 2 additional years or equivalent work experience with high school diploma
Four-year college degree preferred
Minimum Experience:
Proficiency using MS Access and MS Excel including ability to build and execute queries, formulas, and charts
Experience in positions where adherence to strict confidentiality is required
Healthcare, health insurance contact center experience preferred
Experience with Genesys and/or MS Dynamics and/or Power BI strongly desired.
Required Skills:
- Demonstrated ability to work in a fast-paced environment and manage staff schedules to both meet and exceed goals and key performance measures
- Passionate about customer service with a continuous improvement mindset
- Excellent problem solving, trend identification, and analytical skills, with a demonstrated ability to problem solve effectively and efficiently
- Ability to advance ideas even in the face of resistance and act as a change agent
- Commitment to high ethical standards in all work; protects the privacy of member and MVP data and exercises discretion in handling confidential member information
- Excellent oral and written communication skills, including reporting and presentation skills
- Demonstrated PC skills using Microsoft applications
- Must be able to travel to other office locations
- Must be able to work flexible schedule including weekend, evening, and holiday hours in support of telecommunications needs
Note position requires candidate to be able to effectively work from home/remotely, including access to private, reliable high-speed internet and a private workspace during work hours. Position requires long periods of sitting and working with computers.
About MVP
MVP Health Care is a nationally recognized, not-for-profit health insurer caring for more than 700,000 members in New York and Vermont. Committed to the complete well-being of our members and the communities we serve, MVP makes health insurance more convenient, more supportive, and more personal. We are powered by the ideas and energy of more than 1,700 diverse, employees from all backgrounds, committed to having a positive impact on the health and wellness of everyone we serve. MVP Health Care is an Affirmative Action/ Equal Employment Opportunity (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), and the EEO is the Law Poster and Supplement protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at hr@mvphealthcare.com
Please apply and learn more - including how you may become a proud member of our team.
Other details
- Job Family Customer Service
- Pay Type Salary
Apply Now
- Headquarters Office, 625 State Street, Schenectady, New York, United States of America
- Rochester Office, 220 Alexander Street, Rochester, New York, United States of America
- Tarrytown Office, 303 South Broadway, Tarrytown, New York, United States of America
- Virtual
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
2+ years
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