Operations Analyst | Customer Service

Operations Analyst | Customer Service

Akido is rebuilding the healthcare experience from the ground up. Through early interventions designed around social determinants of health (SDoH), world-class care focused on chronic disease, and human-centered technology, we believe we can build a healthcare model that allows for all patients to live their fullest lives. We are a fast-growing, impact-focused, Y Combinator company created out of the University of Southern California's D-Health Lab with the idea that empowering government, healthcare, and nonprofit services with population-based data could help usher in a new era of preventive public health. Today we are building a full stack medical network that leverages our predictive capabilities to provide a frictionless experience for both our patients and care providers.

The Opportunity: We are seeking an Operations Analyst to join our team. This role is crucial for enhancing our communication systems and streamlining business operations. You will work hands-on at the intersection of technology and business, ensuring our telephony infrastructure and internal business processes are efficient and effective.

What you'll do:

• Design, configure, and maintain our interactive voice response (IVR), phone, and call center systems to ensure a seamless customer experience.
• Develop and generate comprehensive reports from telephony platforms to provide actionable insights into call volumes, agent performance, and customer interactions.
• Generate dashboards and reports to help clinic teams manage their clinics to key performance indicators (KPIs).
• Collaborate with stakeholders across departments to understand business processes, identify pain points, and propose solutions for improvement.
• Reengineer and optimize business workflows, leveraging telephony capabilities and other tools to enhance efficiency.
• Coordinate digitization efforts, working with clinics, scanning vendors, and the indexing team to ensure smooth document management.
• Test and troubleshoot telephony configurations and process changes to ensure accuracy and functionality.
• Provide training and support to end-users on new telephony features and process updates.
• Research complaints and coordinate with Clinic and Call Center Teams.
• Stay current with industry best practices and emerging technologies in telephony and business process management.

Who you are:

• Proven experience in configuring and managing telephony systems, including IVRs, call routing, and reporting functionalities.
• Strong understanding of business process analysis and reengineering methodologies.
• Ability to translate business requirements into technical specifications for telephony solutions.
• Proficiency in data analysis and reporting, with the ability to extract meaningful insights from large datasets.
• Excellent problem-solving skills and a keen eye for detail.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical teams.
• Ability to manage multiple projects simultaneously and prioritize tasks in a fast-paced environment.

Benefits:

• Stock-options package
• Health benefits include medical, dental and vision
• 401K
• Long-term disability
• Unlimited PTO
• Life insurance
• Paid Leave Program

Salary range: $85,000 - $115,000 USD

Akido Labs, Inc. is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.