Workforce CCC Analyst

Workforce CCC Analyst job in Albuquerque, NM

Shift: Varied
Schedule: Full Time

You’re going to LOVE Lovelace!

Lovelace Medical Group: Lovelace Medical Group providers are known for their commitment to quality and delivery of compassionate health care. We are comprised of experienced, skilled providers who embrace advanced medical care. Lovelace Medical Group, including Southwest Medical Associates, is committed to delivering team-based, coordinated medical care in a cost-effective environment to communities served by our hospitals and health plans to ensure patients received the best care possible.

Lovelace Medical Group is now hiring a Workforce CCC Analyst.

  • Generates and provides reporting, trending and analysis of contact center data. 
  • Understands how to display and manage data and make that data accessible and easy to use (Share point). 
  • Solid understanding of contact center staffing models including skilling, scheduling and shrinkage management. 
  • Prepares, maintains, tracks and oversees a variety of files, reports and records to ensure accuracy. 
  • Coordinates special projects and programs as needed. 
  • Adheres to policies, procedures and regulations to ensure compliance and patient safety.


  • Minimum:  High School Diploma or GED Equivalent
  • Desired: Associate’s Degree
  • IEX TotalView/ Avaya Contact Center Management (or similar Workforce Management software) experience highly desired.
  • Ability to communicate effectively in writing and verbally; ability to function independently and manage tasks; Advances computer skills


  • Minimum: Zero (0) years of direct experience with an Associate’s Degree or Two (2) years of direct experience without an Associate’s degree.
  • Areas of responsibility
  • Keeps management informed of staff levels skill with applications.
  • Provides support and enables application and systems design standardization of physician, medication management, and clinical documentation and workflow
  • Supports the Information Technology Team, Clinical Operations, and the Clinical representatives/leaders from the affected markets to ensure changes and needs are coordinated effectively and timely.
  • Maintain liaison with representative professional organizations and electronic data processing equipment manufacturers to exchange information on procedures and work methods; evaluate new facilities for application and implementation of a standardized hospital computer systems and programs as required.
  • Prioritize requests to ensure the organizational needs are met in coordination with the various market and organizational leaders.
  • Executes assigned project tasks in accordance with project schedule.
  • Consistently delivers high-quality services to business stakeholders.
  • Demonstrate the ability to identify, resolve, and escalate situations as they occur to ensure appropriate resolutions to the situation and openly communicate with the various stakeholders. Develop and maintain of overall principles for safe design and use of order sets, with a focus on workflow design, and evidence based practices to improve overall patient outcomes through enhanced technology and workflow process improvements.

Why Lovelace?

  Named one of the 150 Great Places to Work in Healthcare by Becker’s Hospital Review

  Named one of the Best Places to Work by Albuquerque Business First

  Named Top Workplace by Albuquerque Journal, 2013,    2014 and 2015

  Named to Modern Healthcare’s 100 Best Places to Work five times since 2008

Department / Location

Lovelace Medical Group - Albuquerque, NM