Patient Support Workforce Management Analyst

The Patient Support Workforce Management Analyst (WFM) is responsible for payroll processing and all WFM tasks; including: analyzing center and specialist performance; generating and overseeing schedules and schedule adherence; monitoring WFM key performance indicator (KPI) metrics and preparing and distributing operational reports.

Essential Duties and Responsibilities (including but not limited to the following):

Develop and drive schedule efficiency by aligning forecast volumes and arrival patterns to achieve service level commitments.

Perform ongoing analysis of staffing and efficiency to ensure proper coverage to all skills.

Schedule, reschedule, and optimize team meetings, one on ones, trainings, and various offline activities.

Review and process schedule change requests. Conduct and communicate bidding process for shifts, holidays, and update appropriate data bases as needed.

Identify and anticipate key drivers of volume spikes, making appropriate schedule recommendations to maintain SLA and ASA targets.

Interface with Leadership regarding factors that impact staffing and service levels.

Identify in real-time: reasons for SLA drops, specialist-state anomalies, and trends

Proactively communicate recommendations that provide improve processes and optimize efficiencies.

Monitor/adjust queues, specialist utilization, and same-day staffing to ensure service levels and staffing needs are met.

Manage and maintain Call-Out line and monitor/report schedule adherence incidents to Supervisors.

Ensure employees' time is accurately recorded by reviewing every timecard. Resolve errors such as missed punches, meal break adjustments, and correct premium code, etc.

Receive and process employee time off/sick requests and ensure time is accounted for and entered correctly.

Responsible for the approval of an employee's timecard at the end of each pay period.

Performance Requirements:

Knowledge of telecommunication system and call management application(s) (Cisco Finesse, CUIC) and Workforce management software used to manage schedules, work flow and statistical data.

Proficiency in forecasting, planning, scheduling, benchmarking and trending experience to optimize performance.

Ability to summarize, visualize, and present data.

Knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.

Proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks.

Possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement.

Possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues.

Ability to manage a range of tasks and prioritize responsibilities and meet deadlines.

Self-starter and able to work independently as well as function effectively as a member of a team.

Ability to handle pressure and work effectively in a fast-pace environment and handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.

Typical Physical Demands:

Work requires sitting for long periods of time

Requires extensive use of office equipment including computer, telephone, and telephone headset.

Typical Working Conditions:

Work is performed in a large, multi-occupancy contact center environment utilizing cubicles.

Involves frequent phone contact with patients.

Work may be stressful at times, and interaction with others is ongoing throughout the day.

Qualifications:

Ability to work from the office; while maintaining safe social distancing standards.

Ability to effectively communicate with multiple levels of managements

Strong analytic skills

PC proficiency with Microsoft Office and Outlook

Experience:

1-3 years of related experience including clinical/data entry and staffing, scheduling, or payroll processing, preferably in a healthcare or service industry.

Experience supporting a remote workforce highly desired, but not required.

Education:

Bachelor's degree in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, combined with 1-3 years of call center experience.

Full COVID-19 vaccination is an essential requirement of this role. Optum will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. CareMount is an EO employer - M/F/Veteran/Disability