Job Description

Location: Hybrid (California)
Employment Type: Permanent
Posted on: Nov 14, 2024

About Us:

At Blue Shield of California, we’re committed to transforming healthcare in ways that matter to our members, communities, and employees. By lowering costs, improving quality, and enhancing the member experience, we’re building a system that’s worthy of our family and friends. Our nonprofit mission drives us every day to create a healthier, more affordable world for all Californians.

And you could play a key role in that transformation. Join us and contribute to our mission by turning data into actionable insights that drive smarter healthcare decisions!

About the Role:

As a Senior Data Analyst within our Growth and Servicing Analytics team, you will work alongside key stakeholders in the Contact Center domain to shape the future of our customer experience. This role focuses on delivering deeper insights and measurable outcomes to improve everything from customer service efficiency to overall healthcare costs.

You’ll harness data to help tackle complex business challenges, identifying root causes and recommending impactful improvements. Whether it's call volume, duration, or customer satisfaction metrics, you'll be the expert behind the numbers. Your work will empower leadership to make better decisions, improve service quality, and optimize the healthcare experience for our members.

What You'll Do:

• Analyze Data for Insightful Impact: Dive into both structured and unstructured data to uncover pain points, identify root causes, and propose data-driven solutions to improve service quality and efficiency in the contact center.

• Build and Link Complex Data Sets: Connect disparate data sources to create comprehensive data sets that support advanced analytics.

• Use Advanced Analytics to Drive Decisions: Apply predictive modeling, statistical analysis, and machine learning to forecast trends and behaviors in customer interactions. Influence operational improvements and cost efficiencies by identifying key drivers of call volume and call duration.

• Text Mining & Sentiment Analysis: Use text mining and topic modeling techniques to analyze customer interactions, including chats and call transcripts, to extract actionable insights.

• Create Dashboards and Reports: Develop dynamic reports and interactive dashboards that deliver real-time, actionable insights to stakeholders, helping them make data-driven decisions with ease.

• Collaborate Across Teams: Work directly with internal teams to define business problems, propose analytic frameworks, and translate technical results into clear, actionable recommendations.

Your Experience & Skills:

• 5+ years of experience in data analysis, ideally within the healthcare or contact center domain.
• Expert in SQL and Python for data manipulation, analysis, and reporting. Experience with machine learning and predictive modeling is a huge plus.
• Solid understanding of contact center systems such as Nuance, Avaya/Genesis, Verint/NICE, and Five9.
• Proficiency in statistics, regression techniques, and text mining. Familiarity with cloud platforms like Azure, Google Cloud, or Snowflake is preferred.
• Hands-on experience with Tableau (or similar tools) to build compelling data visualizations that tell an actionable story.
• Previous experience in healthcare analytics (managed care, government payer, or academic settings) is preferred.
• SAS Certified Base Programmer (or equivalent) is a plus.
• Strong communication skills with the ability to explain complex data insights to both technical and non-technical audiences.

Why Blue Shield of California?

• Make an Impact: Your work will directly impact the quality of healthcare for millions of Californians, ensuring that our services are both affordable and effective.
• Collaborative Environment: Work alongside passionate professionals who are all committed to making healthcare better for everyone.
• Flexibility & Work-Life Balance: Blue Shield offers a hybrid work model that lets you balance in-office collaboration with flexibility.
• Diversity, Equity & Inclusion: At Blue Shield, we embrace diversity and work tirelessly to create an inclusive environment where everyone can thrive.

Our Values:

• Honesty: We uphold the highest ethical standards. We build trust by doing what we say we’ll do.
• Humanity: We communicate with empathy and authenticity, always listening to understand others.
• Courage: We stand up for what we believe in and aren’t afraid of the hard work required to meet our goals.

Join Us at Blue Shield of California!

If you are a data expert with a passion for healthcare and a desire to make a meaningful impact, we want to hear from you! Help us continue to transform the healthcare experience through data-driven innovation and improved member experiences.

Compensation & Benefits:

• Pay Range: $99,000 - $148,500 (California)
• Comprehensive Benefits: Medical, dental, and vision coverage from day one, paid time off, 401(k), and more.
• Recognition & Growth: Blue Shield is consistently ranked among the top companies to work for and we invest in employee development to ensure you grow in your career.