Operations Associate II

• M-F 8AM - 5PM Remote
• Must reside in AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.   
   

• Develop and maintain recuring and ad hoc operational reports and dashboards.
• Extract, validate, and analyze data from multiple systems using SQL to ensure data accuracy and support operational decision making.
• Monitor key contact center performance metrics, identify trends and opportunities for improvement, and communicate actionable insights.
• Create, maintain, and enhance interactive dashboards and performance reporting in Power BI to provide timely, actionable insights into teammate, team, and service line performance.
• Analyze volume trends, staffing utilization, productivity metrics, and operational performance.
• Continuously identify opportunities to improve reporting efficiency through automation, process improvement, and data visualization best practices.
  
   

• Experience writing SQL queries for data extraction, transformation, and analysis.
• Experience developing interactive dashboards and reports using Power BI (preferred) or similar BI platforms such as Tableau.
• Strong analytical and problem-solving skills with the ability to identify trends and provide actionable insights.
• Demonstrated knowledge of medical terminology and basic clinical concepts
• Experience working with large datasets in a contact center, healthcare operations, customer service, or related environment.
• Knowledge of data visualization best practices and KPI development.
• Ability to work independently and make effective decisions with minimal guidance.

Essential Functions

• Collects, reviews, and analyzes data related to assigned projects.
• Conducts time studies for various process improvement activities and compares performance prior to process changes and post implementation.
• Acts as a subject matter expert on certain aspects of practice operations as defined above in development of process workflows.
• Documents process workflows, develops job aids, documents process changes and publishes documents in an organized, disciplined format.
• Uses critical thinking skills to evaluate the current readiness for change and works to facilitate the change management process for all process and workflow changes for internal customers.
• Manages several projects at the same time.
• Trains teammates on various operational systems and/or new functionality through implementations as necessary.
• Interacts with providers, team members, and practice managers and implements stated organizational goals.
  

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.