Data analyst Jobs in Norwalk, CA

Job Description

Your Role

The Growth and Servicing analytics team is part of the centralized Data and Analytics organization and oversees Analytics relating to Contact Center, Digital, Marketing, Claims, Appeals, Grievances, Disputes, Customer Experience and Lines of Business. The Data Analyst, Senior will report to the Senior Manager of Inventory Management. In this role you will support the contact center customer experience stakeholder to deliver faster and deeper data insights and solutions with measurable financial and experiential outcomes. You will connect into the contact center domain, harnessing all available data to execute analytic initiatives that help achieve contact center goals around experience, efficiency, and cost of healthcare. You will also engage directly with stakeholders to help frame business problems, participate in recommending analytic frameworks to address those problems and deliver high quality / high impact solutions.

Responsibilities

Your Work

In this role, you will :

• Analyze structured and unstructured data to uncover pain points, establish causality / identify the root causes and recommend and size improvements for prioritization
• Build complex data sets linking data to enable analytics
• Use statistics and modeling to identify causes / drivers of call volume, call duration, call experience metrics
• Build reports and dashboards to empower stakeholder decision making
• Perform text mining / topic modeling to mine insights from verbatims, chats, call transcripts

Qualifications

Your Knowledge and Experience

About the Team

Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our continued commitment to diversity, equity, and inclusion upholds our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and presence as a corporate citizen.

Blue Shield has received awards and recognition for being a certified Fortune 100 Best Companies to Work, Military Friendly Employer, People Companies that Care, a Leading Disability Employer, and one of California's top companies in volunteering and giving. Here at Blue Shield, we strive to make a positive change across our industry and communities - join us!

Our Values :

Our Workplace Model :

At Blue Shield of California, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose - whether working in the office or through a hybrid approach - by providing clear expectations while respecting the diverse needs of our workforce.

Two Ways of Working :

Member-facing and approved out-of-state roles remain remote.

Physical Requirements :

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office / deskwork - Activity level : Sedentary, frequency most of work day.

Please click here for further physical requirement detail.

Equal Employment Opportunity :

External hires must pass a background check / drug screen. Qualified applicants with arrest records and / or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.