Operations Analyst (Support)
Job Title:
Operations Analyst (Support)
Type:
Full Time
Location:
Remote
About Us:
KeyCare offers health systems access to a network of virtual care providers working on KeyCare's Epic-based EMR and telehealth platform. This allows KeyCare to improve access for patients across the United States, while keeping their care coordinated with their health system partners. Health systems can start with nationwide virtual on-demand urgent care coverage (24x7, 50-state coverage), and then may add other virtual health services based on their needs. To learn more about KeyCare, visit www.keycare.org
Position Overview:
The Operational Analyst for Provider and Patient Support will play a pivotal role in ensuring seamless telehealth operations by managing provider-patient interactions, supporting demand planning for staffing, and addressing patient complaints with effective service recovery strategies. This position requires a strong problem-solving mindset, excellent communication skills, and the ability to analyze and forecast staffing needs based on patient demand trends. The ideal candidate will have experience in healthcare operations and a track record of delivering exceptional customer service and operational efficiency.
Key Responsibilities:
Provider and Patient Support
- Act as the primary point of contact for resolving escalated provider and patient inquiries.
- Ensure timely and accurate communication to address concerns and improve overall satisfaction.
- Coordinate with cross-functional teams to resolve issues related to appointments, billing, or technical difficulties.
Demand Planning and Staffing Support
- Collaborate with operations and scheduling teams to analyze patient demand and plan optimal staffing levels.
- Use demand planning tools and predictive analytics to forecast provider needs and adjust schedules accordingly.
- Monitor and report on staffing efficiency and identify gaps in coverage to ensure high-quality service delivery.
Patient Complaints and Service Recovery
- Manage patient complaints with empathy and professionalism, ensuring swift and effective resolutions.
- Implement service recovery strategies to retain patient trust and satisfaction.
- Track and analyze complaint trends, recommending process improvements to reduce recurring issues.
Operational Efficiency
- Identify opportunities to streamline provider-patient workflows and improve overall operational processes.
- Develop and maintain documentation on standard operating procedures for handling patient and provider support cases.
- Provide regular feedback to leadership on areas for enhancement in service quality and operational performance.
Qualifications:
- 3+ years of experience in healthcare operations, customer service, or a related role, preferably within a telehealth environment.
- Proven ability to manage patient complaints and implement effective service recovery strategies.
- Experience with demand planning, staffing, or scheduling, with strong analytical skills.
- Exceptional problem-solving and conflict-resolution skills.
- Strong interpersonal and communication skills, with the ability to work collaboratively across teams.
- Proficiency in using operational tools, CRM platforms, and demand planning software.
- Ability to work weekend hours and holidays. This position will be working Friday through Tuesday.
Education, Experience, and Licensing Requirements
- Bachelor’s degree in Healthcare Administration, Business Administration, or a related field preferred
- Additional certifications in customer service, healthcare operations, or demand planning are a plus.
Travel Requirements
• Up to 10%
Benefits:
Eligible for company benefits upon package roll out:
• Medical
• Vision
• Dental
• Life Insurance
• Disability
• Unlimited PTO
How to Apply:
Please reach out to the email listed below.
Include the position title you are applying to in the subject line.
Include a brief intro in the body, and attach your cover letter and resume to the email. Our team will reach out with next steps.
How to Apply:
Please reach out via the external link button below.
You will be asked to attach a resume, and provide required personal info & provider details.
KeyCare is an Equal Opportunity/Affirmative Action Employer
We encourage all qualified applicants to apply. KeyCare is committed to its evolution towards a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, gender or gender identity, sexual orientation, age, marital status, disability, sex, country of origin, or veteran status.
Reach Out to Our Team Today!
Our team is looking forward to hearing from you, and happy to answer any questions
