[Hiring] Workforce Management Analyst 1 @GuideWell Source

Role Description

The Workforce Management 1 is responsible for forecasting call center/enrollment workload and scheduling staff to meet inventory demands. This includes developing, creating, and disseminating inventory reports to management and team members as well as the real-time management of Contact Center, Electronic Data Interchange (EDI), Prior Authorization, and Provider Enrollment telephone lines and/or the Provider Enrollment Service Center.

Qualifications

• High School Diploma or GED
• 2 years related experience including call center or Medicare experience
• Effective, demonstrated analytical, problem solving and decision-making skills
• Demonstrated, written, verbal and interpersonal communication skills with all levels of the organization
• Demonstrated time management skills
• Demonstrated high degree of accuracy
• Demonstrated flexibility
• Ability to handle multiple priorities within strict deadlines and timeframes
• Intermediate PC skills (Word, Power Point, Outlook)
• Advanced working knowledge of Excel, as well as creation of charts and graphs
• Self-motivated and willing to learn new things

Requirements

• Identifies anomalies, potential risks and opportunities for improvement relative to workload via analysis of workload reports.
• Develops, proposes and submits potential improvement plans/actions to mitigate issues relative to meeting CMS performance metrics and improving service levels.
• Tracks and ensures completion of elevated issues. Performs analysis on elevated issues in order to identify root cause and ultimately identify improvement opportunities to reduce elevated issues.
• Monitors workload volumes to ensure appropriate activated volumes are assigned and staff has ample workload.
• Coordinates employee absences with management in order to reassign workload accordingly.
• Monitors call traffic and reacts to unfavorable variance in a real-time setting; analyzes historical data and forecasts workload trends; develops action plans to address deficiencies.
• Assists with special projects that involve research and documenting research results as needed.
• Most special projects will be the result of CMS Change Requests (CRs) or Technical Direction Letters (TDLs), as well as projects assigned by management based on department needs.

Benefits

• Medical, dental, vision, life and supplemental insurance plans effective the first day of the month following date of hire
• Short- and long-term disability benefits
• 401(k) plan with company match and immediate vesting
• Free telehealth benefits
• Free gym memberships
• Employee Incentive Plan
• Employee Assistance Program
• Rewards and Recognition Programs
• Paid Time Off and Paid Sick Leave

Company Description

At our family of companies, everything we do is to help improve the lives of the nearly 12 million Medicare beneficiaries we serve and 700,000 health care providers who care for them. It is our goal to help create a better health experience for all consumers. Join our winning culture and help transform Medicare for the millions of people who rely on its services.