Data Analyst

Job Description

Your Role

The Growth and Servicing analytics team is part of the centralized Data and Analytics organization and oversees Analytics relating to Contact Center, Digital, Marketing, Claims, Appeals, Grievances, Disputes, Customer Experience and Lines of Business. The Data Analyst, Senior will report to the Senior Manager of Inventory Management. In this role you will support the contact center customer experience stakeholder to deliver faster and deeper data insights and solutions with measurable financial and experiential outcomes. You will connect into the contact center domain, harnessing all available data to execute analytic initiatives that help achieve contact center goals around experience, efficiency, and cost of healthcare. You will also engage directly with stakeholders to help frame business problems, participate in recommending analytic frameworks to address those problems and deliver high quality / high impact solutions.

Responsibilities

Your Work

In this role, you will:

• Analyze structured and unstructured data to uncover pain points, establish causality/identify the root causes and recommend and size improvements for prioritization
• Build complex data sets linking data to enable analytics
• Use statistics and modeling to identify causes/drivers of call volume, call duration, call experience metrics
• Build reports and dashboards to empower stakeholder decision making
• Perform text mining/topic modeling to mine insights from verbatims, chats, call transcripts

Qualifications

Your Knowledge and Experience

• Bachelor's degree in mathematics, health science, quantitative social science, statistics, engineering or health services research, or with demonstrated equivalent work experience
• Requires at least 5 years of prior relevant experience
• Requires at least 3 years of experience in Health Care (managed care, academic, or gov't payer)
• Working experience with complex data sets and contact center knowledge - processes, journeys, tools such as Nuance, Avaya/Genesis, Verint/NICE, Five9
• Proficiency in Python, Machine Learning Experience and SQL is strong preferred
• Proficiency in statistics, regression techniques, text mining and predictive modeling is strong preferred
• Desire proficiency in cloud-based computing and data platforms (Azure, Google Cloud, BigQuery, Snowflake, Databricks)
• Advanced level skills in text as data, transcripts/review analysis
• Desire proficiency in agile methodology, confluence, Jira, or other relevant tools
• Must be able to create data visualizations to effectively narrate an actionable data story. Preferred working experience with Tableau Desktop
• Requires SAS Certified Base Programmer Credential or equivalent

About the Team

About Stellarus and the Ascendiun Family of Companies

Stellarus, launched in January 2025, is designed to scale innovative healthcare solutions that support customers in creating a health care experience deserving of their family, friends, and neighbors.

Stellarus is part of a family of organizations that is overseen by a nonprofit corporate entity named Ascendiun. The Ascendiun Family of Companies also includes Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan and Altais, a clinical services company.

Stellarus' vision is to empower its customers to create a healthcare experience that is worthy of their family, friends, and neighbors. Stellarus' objective is to offer innovative, modern, scalable solutions that challenge the health care status quo. This very closely aligns with Blue Shield of California's vision by using innovation to improve quality, affordability, and experience for members.

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Our Values:

At Stellarus, our core values of agility, trust, drive, courage and service shape our approach to developing innovative product offerings.

Our Workplace Model:

At Stellarus and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose - whether working in the office or through a hybrid approach - by providing clear expectations while respecting the diverse needs of our workforce.

Two Ways of Working:

• Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above).Exceptions:

o Member-facing and approved out-of-state roles remain remote.

o Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.

o For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

• On-Site: Work from a business unit-approved office an average of four (4) or more days a week.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Please click here for further physical requirement detail.

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.