[Hiring] Workforce Enterprise Planning Coordinator @Alignment Health

Role Description

The Workforce Management (WFM) Forecaster & Scheduler supports healthcare operations by delivering accurate demand forecasts and optimized staffing schedules to ensure timely member access and high-quality service delivery. This remote role balances operational efficiency with member experience while adhering to company, regulatory and compliance requirements.

• Supports complexity of multiple queues, skill groups, omni-channel for a 24/7/365 contact center operations with a key focus on service.
• Critical responsibility is ensuring accurate capacity planning and scheduling supporting building Caring Connections.

Job Duties/Responsibilities

• Forecasting & Capacity Planning
  • Develop forecasts for member contact inbound and outbound volume correctly identifying needs and impact on OPEX.
  • Incorporate healthcare-specific drivers such as seasonality (e.g., flu season), enrollment cycles and regulatory changes.
  • Partner with clinical and non-clinical leadership to align forecasts with member care needs and organizational priorities.
  • Continuously evaluate forecast accuracy to refine models.
• Scheduling & Staffing Optimization
  • Build and maintain staff schedules that align with forecasted member demand and service level goals.
  • Ensure adequate coverage across functions (e.g., member access, care coordination, claims, authorizations, schedule outreach).
  • Optimize schedules while accounting for shrinkage factors such as training, compliance activities, and clinical support time.
  • Support shift bids, PTO planning, and schedule adjustments.
• Operational & Intraday Alignment
  • Collaborate with Real-Time Analysts (RTA) and operations leaders to adjust staffing in response to real-time member demand.
  • Identify and address staffing gaps through overtime, reallocation, and contingency planning.
  • Monitor schedule adherence and recommend improvements while maintaining fairness and operational efficiency.
• Performance Monitoring & Reporting
  • Track and report on key metrics such as volume, service level, average handle time (AHT), occupancy, and backlog/turnaround times.
  • Analyze trends impacting member access and operational performance.
  • Provide actionable insights and recommendations to improve efficiency and member experience.
• Compliance & Risk Management
  • Ensure all WFM processes align with HIPAA and organizational data privacy standards.
  • Maintain confidentiality of employee and member-related data in forecasting and reporting.
  • Support audit readiness and compliance reporting as needed.
• Stakeholder Collaboration
  • Serve as a liaison between Workforce Management, Operations, Training, Finance, Human Resources, Provider, Marketing and Clinical teams.
  • Communicate staffing plans, risks, and mitigation strategies clearly.
  • Support initiatives that impact member access, care delivery, and workforce utilization.

Qualifications

• Experience:
  • 5+ years of Workforce Management experience, preferably in healthcare or regulated environments.
  • Must have experience forecasting for contact centers and/or healthcare operations (member access, claims, case management).
  • Proficiency in WFM tools (e.g., Talkdesk, NICE, Verint, Genesys) and Excel/Google Sheets.
  • Strong understanding of healthcare operations and compliance requirements (including HIPAA).
• Education:
  • Required: High School Diploma or GED with experience requirements.
  • Preferred: Bachelor’s degree in Healthcare Administration, Business, Finance, Statistics, or related field or equivalent experience.
• Training:
  • Required: None.
• Specialized Skills:
  • Strong analytical and data interpretation skills.
  • Understanding of healthcare workflows and member access priorities.
  • Attention to detail with a focus on compliance and data privacy.
  • Ability to balance service levels with member experience and business expectations.
  • Effective communication with both operational and clinical stakeholders.
• Licensure:
  • Required: None.

Essential Physical Functions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• Frequently required to walk; stand; reach with hands and arms.
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range

$77,905.00 - $116,858.00. Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Equal Employment Opportunity

Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran.