Job Information
TEKsystems Operations Analyst (Loyalty Program) in San Diego, California
Description:
The Contractor will be responsible for all forms of member outreach with support from the regional and local KP team and will log all interventions in the existing tracker tool. The intervention tracker must be organized and updated in a timely manner to avoid data loss and ensure that all member concerns are being follow up on in a timely manner. The Contractor will provide this oversight and general oversight for local teams as they operationalize interventions in their respective service areas.
Additionally, the contractor will manage all NCAL pilot sites as they engage with the regional team to test the Loyalty Score. Using existing materials, the contractor will be expected to engage with the local team on a weekly basis guiding them through an assess, design and test phases.
They are going to be focused on the loyalty scores of individuals on their likelihood of staying/retaining with Kaiser. This contractor would be testing the Accuracy of these Legacy Scores. This person would need to have great communication skills as this role is going to have a customer journey focus to it. They will be reaching out to members over the phone, through text and occasionally in person.
60% focused on projects management oriented task with weekly syncs with project team and regional pilot sites to track progress.
40% focused on assessing testing interventions:
10-20 phone calls per week.
10-20 texts per week.
1 Pilot sight wants the person on sight to get it stood up.
Proj. 1-2 days on site in the first 6 months. Mostly remote work.
Skills:
Operations analysis, Business analysis, Project management, Data analysis, Requirements gathering, customer service oriented, power bi, tableau, health plan, healthcare industry, Reporting
Top Skills Details:
Operations analysis,Business analysis,Project management,Data analysis,Requirements gathering,customer service oriented
Additional Skills & Qualifications:
· Strong facilitation & project management skills
· Customer-centric
· Qualitative research
· Self-motivated and organized
· Problem solving skills
Collaborative
PROJECT
To better understand our members and patients and why they are leaving, Kaiser Permanente Northern California is rolling out the Member Patient Experience Management (MPXM) platform and the Loyalty Score (LS), a ML quantified score indicating a member’s likelihood of leaving.
This LS is new to KP and to the integrated healthcare industry. It requires pressure testing to ensure the ML tool created by KP’s data scientists is accurate, and Local and Regional teams have the tools to drive targeted action toward improving experience-related terminations.
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.