TITLE; Assistant Director-Customer Loyalty Analyst-Business Transformation
Salary Range: $80-85K
BASIC FUNCTION: (Describe overall objective of this position.)
The Customer Loyalty Analyst (Assistant Director) provides recommendations and leadership for initiatives that fulfill (our client's) strategic goal to improve customer loyalty and retention. Recommendations are developed by combining and fully analyzing all corporate data sources and the Voice of the Customer surveys. Recommendations are presented to senior management for project approval. In addition, the Customer Loyalty Analyst facilitates breakthrough improvement of (our client's) core business processes by providing analytical support to major Lean, Six Sigma and Customer Loyalty corporate initiatives. This individual is also expected to lead the process for the prioritization of recommendations to improve NCQA/HEDIS/CAHPS scores on a periodic basis.
In addition, the Customer Loyalty Analyst is responsible for the day-to-day training and oversight of work prepared by the rest of the staff.
SPECIFIC DUTIES AND RESPONSIBILITIES: (List in descending order of general importance the principal duties and responsibilities of the position.)
Leadership and Project Management Responsibilities
Analyze and synthesize recommendations to senior management and leadership for initiatives to fulfill (our client's) strategic goal to improve customer loyalty and retention
Research, analyze and produce recommendations for ad hoc projects related to customer loyalty, retention or other Business Transformation initiatives
Lead cross-functional teams to improve business processes identified to increase customer loyalty, retention or other Business Transformation initiatives
Demonstrate superior presentation, writing, editing, and oral presentation skills
Assume ownership and responsibility for overseeing the documentation, analysis, output and presentation for all projects assigned to the department
Provide staff support to committees
Exhibit initiative and independence in work assignments. Complete projects within established timeframes, communicating effectively with other staff to foster collaborative work environment
Analytical and Statistical Responsibilities
Produce documented, verifiable, accurate and timely analysis
Understand the structure and interpretation of all data elements used
Strive to understand all the data warehouse elements and ad hoc data sets
Analyze data for quality and accuracy and make recommendations for making maximum use of the information
Evaluate existing reports frequently for appropriateness of content and routinely recommend changes for the reports and processes to develop them
Apply, without direction, all corporate-sponsored training
Actively learn and use new statistical and software skills without oversight
Recommend and use the most efficient software available to analyze and present information in the most effective format (tables, charts and graphs)
Take responsibility for the learning and development of the entire staff by sharing statistical techniques, software discoveries, journal articles of interest and experiences from other work environments
DECISION MAKING:
Manage a heavy workload by priority setting and using discretion to meet deadlines, both daily and long term
Show initiative and great resourcefulness in introducing ideas for further study and exploration
Communicate effectively with others in the Department, the company and with external sources if necessary
Exercise discretion and resourcefulness in responding to and initiating inquiries
Be a responsible self-starter and independent thinker with political savvy
Be extremely independent with a high level of individual responsibility
Make fact-based decisions and to convince others of the reasons for those decisions
Oversee project planning and implementation of the staff day-to-day as well as on larger projects
Lead cross-functional teams acting on the Customer Loyalty analysis and recommendations that has been integrated from a variety of data sources
Lead change management initiatives to identify and remove barriers that slow or prevent the successful attainment of process/productivity improvement
Communicate to management project status updates, feedback, and report on projects through management/project reviews
KNOWLEDGE, SKILLS and ABILITIES:
Understand managed care issues and operational requirements
Understand data issues, business needs and transform raw data from multiple sources into relevant reports
Synthesize data into sound, business intelligence
Have experience with business intelligence software, Cognos, SAS, SQL
Demonstrate advanced proficiency in Microsoft Office software, especially Access and Excel
Have a statistical background
Can effectively manage multiple tasks
EDUCATION AND EXPERIENCE:
Master's Degree in business or health related discipline, preferred
A minimum of five years experience in the analysis and interpretation of healthcare and/or financial data
Managed care experience is preferred
Understanding of DMAIC and Six Sigma is a benefit
To Apply to this job go to http://www.GadBall.com or click here
Monday, December 03, 2007