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Providence Health & Services Work Force Call Center Operations Analyst in Salem, Oregon


Providence St. Joseph Health is calling a Work Force Call Center Operations Analyst to our location in Salem, OR. The role will be remote work.

We are seeking a Operations Analyst who will responsible for research and problem-solving that supports the accuracy and timeliness of all Service Operations functions, as well as providing reports and analysis. The incumbent will assist in testing of configuration changes, lead or serve on project teams as needed, support the effective configuration of PHP's customer service telephone system, and contribute to the effective enhanced performance of customer service representatives. The challenge of this position lies in the individual's need to gather information from a wide variety of sources and departments and consolidate that information into easy to understand reports for management use. Additional challenges can arise from working collaboratively with team managers and team members while developing and delivering programs and services that will contribute to continuous process improvement.

In this position you will have the following responsibilities:

  • Prepare, analyze, and summarize monthly, quarterly, and annual Service Operations statistics, with particular emphasis on claim and customer service performance metrics. Streamline and automate processes where possible. Reports include, but are not limited to: operating budget statements, key indicator reports (for Service Operations, Service Improvement Team, Administrative Quality Council, etc.), budget roll-up, membership report, claims reports, and Complaints, Appeals, and Grievances summaries.

  • Serve as the Service Operations statistical and data analyst link for other Health Plan reporting (Board, Service Improvement Team, Administrative Quality Council, etc.).

  • Proactively identify trends and concerns for Management. Recommend possible interventions and solutions where appropriate.

  • Train Managers, Directors, and Training Staff on appropriate business usage of existing and newly implemented reporting applications.

  • Lead or serve on project teams as required.

  • Serve as technical and analytical resource for Service Operations staff.

  • Prepare graphical presentations of complex data as required.


Required qualifications for this position include:

  • 3 years Experience with managed health care operations, with strong preference given to experience within Providence Health Plans.

  • Demonstrated experience with Visio, Access and Excel.

Preferred qualifications for this position include:

  • Bachelor's Degree.

  • Project Management and Process Improvement experience.

  • Experience in Microsoft SQL.

  • Experience in budget preparation and management.

  • Skill in Microsoft SQL.

About Providence in Oregon.

As the largest healthcare system and largest private employer in Oregon, Providence offers exceptional work environments and unparalleled career opportunities.

The Providence Experience begins each time our patients or their families have an encounter with a Providence team member and continues throughout their visit or stay. Whether you provide direct or indirect patient care, we want our patients to feel that they are in a welcoming place where they can be comfortable and free from anxiety. Our employees create the Providence Experience through simple, caring behaviors such as acknowledging and welcoming each visitor, introducing ourselves and Providence, addressing people by name, providing the duration of estimated wait times and updating frequently if timelines change, explaining situations in a way that puts patients at ease, carefully listening to their concerns, and always thanking people for trusting Providence for their healthcare needs. At Providence, our quality vision is simple, "Providence will provide the best care and service to every person, every time."

Providence is consistently ranked among the top 100 companies to work for in Oregon. It is also home to two of our award-winning Magnet medical centers. Providence hospitals and clinics are located in numerous areas, ranging from the Columbia Gorge to the wine country to sunny southern Oregon to charming coastal communities to the urban setting of Portland. If you want a vibrant lifestyle while working with a team highly committed to the art of healing, choose from our many options in Oregon.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Analytics/Business Intelligence

Location: Oregon-Salem

Other Location(s): Oregon

Req ID: 315762