Real Time Reporting Specialist - Access Center
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POST DATE 12/4/2019
END DATE 1/24/2020
MultiCare Health System
Airway Heights, WA
JOB DESCRIPTIONPOSITION SUMMARY:
The Real Time Reporting Specialist is a non-patient contact position that works closely with the Access Center and Inland NW Leadership teams daily. The Real Time Reporting Specialist is responsible for managing real-time advocate activity to ensure adherence to policies, procedures and schedules to maximize efficiency while achieving service goals. The Real Time Reporting Specialist creates detailed reports analyzing historical and projected performance statistics for the Puget Sound access center and inland northwest. The Real Time Reporting Specialist is responsible for recognizing and sharing insights, trends, and recommended improvements with the leadership and training teams. The Real Time Reporting Specialist must work independently using workforce management software (e.g., Calabrio) and other systems (e.g., Cisco, Avaya, Excel).
Two years of call center, quality improvement activities or other related experience required.
Experience with automated information systems and computer software applications including data entry and retrieval
Experience in call center workforce management/forecasting preferred
Experience with Cisco phone systems and reporting tool preferred
Two years of college or the equivalent related work experience
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