Telehealth Operations Analyst II
Telehealth Operations Analyst II
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Salary Not Disclosed
1 Vacancy
Job Description
Our Opportunity:
Chewy is looking for a Telehealth Operations Analyst II to join our Healthcare Team full-time! You will be responsible for analyzing and coordinating operational performance and progression metrics on the Healthcare team by using workforce management systems and standardized protocols to ensure each component combines seamlessly for all partners. Additionally you may be assigned a focus in daily volume review payrolls operations and/or agent profile Management wholly or in tandem with other peers and partners.
What Youll Do:
- Analyzes and coordinates real time daily WFM activities and response to events/incidents such as SLA events technical outages application failures and advances to appropriate internal and external teams when needed.
- Uses expert understanding of key business indicators such as response time efficiency and optimization metrics and productivity to make the best decision in the moment without additional supervisory review
- Maintains operational systems documentation and SOPs.
- Support operational workflows and supporting systems
- Prepare standard and ad-hoc reports that provide insights and trends to support operational activities.
- Collaborates with WFM Operations HR Training and Leadership teams to identify areas of innovation and continuous improvement opportunities in forecasting planning and execution of customer service activities.
- Support telehealth veterinary professionals experiencing technical issues applying appropriate SOPs for technical issue reporting.
- Work closely with Veterinary Services teams to ensure platform wide alignment to balanced business practices.
- Research and problem-solve to determine appropriate solutions for the Veterinary Services Team and follow-up as needed to resolve issues.
- Operational responsibilities as assigned by the Veterinary Operations team.
- Position may require travel 5% of the time to attend conferences and professional development events
What Youll Need:
- Ability to think analytically and report on data and operational trends.
- Have outstanding listening and problem-solving skills. Ability to maintain the confidentiality of sensitive information
- Advanced skills with Microsoft Office suite (Excel Visio MS Project (or equivalent) and Word)
- Self-starter with demonstrable ability to work within a team-oriented environment
- Work independently and meet deadlines.
Preferred:
- Active Vet Tech License / Certification (CVT LVT or RVT) in good standing.
- A Veterinary Technology associate or bachelors degree from a NAFTA and/or AVMA-CVTEA accredited program or equivalent is required.
- 3 years of small animal veterinary experience or equivalent industry experience.
- 12 months of telehealth experience
- Experience in building and maintaining service schedules.
Required Experience:
IC
Employment Type
Full Time
