Senior Process Improvement Analyst

Company Overview: Cohere Health is illuminating healthcare for patients, their doctors, and all those who are important in a patient’s healthcare experience, both in and out of the doctors office.  Founded in August, 2019, we are obsessed with eliminating wasteful friction patients and doctors experience in areas that have nothing to do with health and treatment, particularly for diagnoses that require expensive procedures or medications.  To that end, we build software that is expressly designed to ensure the appropriate plan of care is understood and expeditiously approved, so that patients and doctors can focus on health, rather than payment or administrative hassles. Opportunity Overview: The Senior Process Improvement Analyst position is a crucial role in our organization as business needs change quickly — in this role you are responsible for performing a full range of activities that will positively impact the organization’s contact center, while always keeping the patient experience in mind. As a Senior Process Improvement Analyst for our contact center, your objective will be to enhance the patient/provider experience by improving first call resolution rates while optimizing contact center processes. You will play a key role in identifying areas of improvement, implementing strategies, and driving initiatives. This role requires a deep understanding of contact center operations, exceptional analytical skills, and a strong focus on continuous improvement.You will assist by conducting a thorough analysis of existing contact center processes to identify opportunities for enhancing the patient/provider experience, specifically focusing on first call resolution.The role is highly collaborative and you will be expected to work with cross-functional teams to map provider journeys, identify pain points, and develop streamlined processes that prioritize quick and efficient issue resolution.This position is always evolving. We encourage you to be authentic and think about how your strengths and interests align with our mission. You will need to be an agile thinker and able to work in an environment that is in flux. This is a position that offers the ability to make a substantive mark on the organization/operations structure of an up and coming company with exponential growth opportunity. Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles . We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone. What you will do: Utilize feedback, surveys, and data analysis to identify patterns and trends that impact provider and patient satisfaction Define and track key performance indicators that reflect provider/patient-centric goals, such as first call resolution rates, satisfaction scores, and call handling time. Develop strategies and initiatives to improve first call resolution rates, aiming to resolve issues during the initial outreach with the contact center Analyze call data, provider interactions, and agent performance to identify the root causes of repeat calls and develop targeted solutions Collaborate with training and quality assurance teams to design and implement agent training programs focused on enhancing problem-solving skills and general knowledge Develop and implement process improvement initiatives, ensuring adherence to established timelines and project milestones Collaborate with cross-functional teams to ensure successful implementation of process changes, including training of system enhancements, and performance monitoring. Continuously monitor and evaluate the effectiveness of implemented improvements, making data-driven adjustments as necessary to achieve desired outcomes Prepare comprehensive reports and present findings to stakeholders, providing actionable insights and recommendations for further improvement Foster a culture of continuous improvement within the contact center, encouraging feedback and ideas from team members  Actively participate in process improvement workshops, brainstorming sessions, and team meetings to identify innovative solutions and best practices Develop high quality decks and presentation materials for presentation to leadership on an as needed basis Your background & requirements:      Strong understanding of contact center operations, including knowledge of telephony systems, workforce management procedures, and quality assurance processes Experience with remote call center agent set-ups and phone systems Possess a strong ability to empathize with patients and providers, showing genuine understanding and compassion towards their concerns and needs Proficient in balancing productivity and exceptional patient/provider experience, ensuring efficient operations without compromising service quality Exceptional analytical skills and the ability to interpret complex data sets Strong communication skills, able to take unstructured information and structure it Ability to work and generate clarity in complex and ambiguous situations while responding to time sensitive situations with grace Have demonstrated success and experience in large scale change management, process design, and/or business management roles Ability to work cross functionally across remote teams Skilled in fostering a positive and feedback-friendly environment to promote open communication and continuous improvement Ability to understand the business needs and create practical solutions to execute strategies that support those needs Strong analytical skill working with datasets and being able to synthesize different sources of data to draw actionable insights that drive business outcomes. 5+ Years Operations experience in a Contact Center environment 3+ Years of applicable Business Management/Project Management experience in a Contact Center environment Project management – including defining project plans, assigning work streams, defining and measuring against launch goals, resource assessment, decision making and reporting Adept in Lucid Charts (Excellence in Vizio can be substituted here) Skilled in G suite applications  Creation of reporting materials/training guides that break complex processes and information into understandable and relatable terms Proficient in developing presentations that tell a complete story Passionate about continuous process improvement, always actively seeking out solutions to challenging problems Thrive in a fast paced, self directed environment You understand that this position is very fluid and the term “not my job” doesn’t exist We can’t wait to learn more about you and meet you at Cohere Health! Equal Opportunity Statement:  Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.   #LI-Remote #BI-Remote