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Dialer Analyst

Job ID R28127

Location

Orlando, Florida, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, Oregon, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Oklahoma, Alabama, Alaska, Arizona, Arkansas, California, Connecticut, Washington, DC, Delaware, Florida, Georgia, Idaho, Illinois, New Jersey, New York, North Carolina, North Dakota, Ohio Orlando, Florida, United States of America; VIRTUAL, Pennsylvania, United States of America; VIRTUAL, Rhode Island, United States of America; VIRTUAL, South Carolina, United States of America; VIRTUAL, South Dakota, United States of America; VIRTUAL, Tennessee, United States of America; VIRTUAL, Texas, United States of America; VIRTUAL, Utah, United States of America; VIRTUAL, Vermont, United States of America; VIRTUAL, Virginia, United States of America; VIRTUAL, Washington, United States of America; VIRTUAL, West Virginia, United States of America; VIRTUAL, Wisconsin, United States of America; VIRTUAL, Wyoming, United States of America; VIRTUAL, Massachusetts, United States of America; VIRTUAL, Michigan, United States of America; VIRTUAL, Minnesota, United States of America; VIRTUAL, Mississippi, United States of America; VIRTUAL, Missouri, United States of America; VIRTUAL, Montana, United States of America; VIRTUAL, Nebraska, United States of America; VIRTUAL, Nevada, United States of America; VIRTUAL, New Hampshire, United States of America; VIRTUAL, Oregon, United States of America; VIRTUAL, Indiana, United States of America; VIRTUAL, Iowa, United States of America; VIRTUAL, Kansas, United States of America; VIRTUAL, Kentucky, United States of America; VIRTUAL, Louisiana, United States of America; VIRTUAL, Maine, United States of America; VIRTUAL, Maryland, United States of America; VIRTUAL, Oklahoma, United States of America; VIRTUAL, Alabama, United States of America; VIRTUAL, Alaska, United States of America; VIRTUAL, Arizona, United States of America; VIRTUAL, Arkansas, United States of America; VIRTUAL, California, United States of America; VIRTUAL, Connecticut, United States of America; VIRTUAL, District of Columbia, United States of America; VIRTUAL, Delaware, United States of America; VIRTUAL, Florida, United States of America; VIRTUAL, Georgia, United States of America; VIRTUAL, Idaho, United States of America; VIRTUAL, Illinois, United States of America; VIRTUAL, New Jersey, United States of America; VIRTUAL, New York, United States of America; VIRTUAL, North Carolina, United States of America; VIRTUAL, North Dakota, United States of America; VIRTUAL, Ohio, United States of America

Date posted 07/05/2022

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Overview of Position

The Dialer Analyst will support the Dialer Manager in the daily operation and management of the dialing campaigns. The Dialer Analyst will assist in building, monitoring and refining strategies to optimize key metrics such as contact rates, conversion rates, abandon rates, and overall strategy campaign analysis. This individual will ensure SLAs and KPIs are met through proper allocation of resources and campaign prioritization.

What will be my duties and responsibilities in this job?

  • Ensure testing of dialer systems and applications to assure department objectives are met and to maximize productivity through call handling efficiencies, system uptime, staffing levels, reporting and analysis. Communicate effectively with Dialer Manager regarding dialer capabilities and execution of strategies.

  • Following up on the execution of the call campaigns ensuring desired penetration and contact rates are achieved.

  • Effectively performing day to day operations and strategy. Ability to multi-task while maintaining efficiency

  • Monitoring of real-time production standards, production of daily reports and troubleshooting of dialer issues.

  • Preparing call center performance reports by collecting, analyzing, and summarizing data and trends.

  • Recommend and implement improvements in call flow, dialing strategies, inbound call routing and efficiency improvements.

  • Reinforce that all work is performed in compliance with Company policies as well as local, state and federal collection laws and regulations

What are the requirements needed for this position?

  •  Associate Degree in Business, Finance or a related field is preferred.

  • High level of proficiency with Microsoft Office productivity suite

  • 2 years working with a Dialer is mandatory

  • Experience with workforce, real time management, reporting, and lead segmentation asset.

  • Demonstrate ability to build, launch, and manage call campaigns.

  • Ability to coordinate a variety of assignments simultaneously and prioritize work assignments for self and staff.

What other skills/experience would be helpful to have?

  • High level of proficiency with Microsoft Office productivity suite

  • Flexible and adaptable with a bias for continuous improvement

  • Proven ability to plan, organize, develop, implement, and interpret programs, goals, objectives, polices, procedure, etc.

  • Keen attention to detail and accuracy.

  • The ability to exercise judgment, initiative, and tack in dealing with members, staff, co-workers, management, and vendors.

What are the working conditions and physical requirements of this job?

  •  Incumbent will be sitting for long periods of time.

  • Incumbent will work on computers for extended periods of time.

How much should I expect to travel?

  • 10% travel

  • Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement. 

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

COVID Vaccination Requirements

We remain committed to doing our part to ensure the health, safety, and well-being of our team members and our communities. As such, we require all employees to disclose COVID-19 vaccination status prior to beginning employment and we may require periodic testing for certain roles. In addition, some roles require full COVID-19 vaccination as an essential job function. Change Healthcare adheres to COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information,  national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Applicant Data Privacy And Protection Notice

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Talent Acquisition Process

Apply

Visit our career site, create a profile, and submit your application. Make sure to observe the job description and see how your background can align to the requirements of the role.

Review

Once you apply for a job opening, the Sourcing Specialist or Talent Advisor will review your resume ensuring your background matches the minimum job requirements. Selected candidates will be invited for a phone screen.

Interview

Steps will vary by team, but typically include: Talent Advisor phone screen, hiring manager interview, and a combination of technical screens and panel interviews.

Offer

If you're selected, you can expect the Talent Advisor to reach out with specific offer details. During this stage you will be provided with an electronic offer letter and other new hire documents.

Onboarding

Once you've electronically signed your offer, our onboarding team will get you ready for Week 1 and set you up for success! Onboarding tasks may include a background check, drug screening, and other job specific requirements.

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