Senior Workforce Performance Analyst

Coupe-4; Eagan (MN); Remote; USD 79,000 - 131,000; Full time

Job summary

Coupe Health seeks a Senior Workforce Performance Analyst to support multiple lines of business with standard performance reports, workforce, and inventory dashboards. You will analyze data, produce scheduled reports, and drive improvements in staffing and capacity planning.

The role partners with operations leadership, provides training, and serves as SME for workforce management solutions, including scheduling and forecasting in a healthcare context.

Qualifications

• 5+ years of related operations professional experience.
• Bachelor’s degree; in lieu of a degree, an additional two years of relevant experience beyond the qualifications listed above may be accepted.
• Experience in call center scheduling/forecasting or customer service preferred.

Responsibilities

• Produce and distribute reports and dashboards on schedule (monthly, weekly, daily).
• Monitor report trends and escalate issues to leadership.
• Partner with customers to implement workforce management best practices.
• Mentor and manage the Claims Analyst as needed.
• Support staffing and capacity planning and develop forecasts.

Skills

Workforce management

Forecasting

Data analysis

Cross-functional collaboration

Excel

Communication

Time management

Education

Bachelor's degree

Job description

About Coupe HealthHealthcare made easy. Healthcare is complicated. Coupe changes that. Coupe makes healthcare easier to understand with upfront pricing, provider ratings, and a straightforward experience that helps members make smarter care decisions. Come join our team.The Impact You'll HaveThe Senior Workforce Performance Analyst will support various lines of business and support the creation and distribution of standard performance reports, workforce and inventory reports. Duties will also include responding to ad hoc requests as well. In addition, this position will monitor report trends to escalate and coordinate problem corrective action to restore normal operations and minimize the adverse impact. This role will partner with customers to implement best practices to support efficient business models and strategic plans for forecasting, capacity planning and production performance analysis.What You'll DoSupport operations for Client Services which includes inventory management; planning and adequate staffing levels are achieved and maintained Interact with operations leadership and employees to ensure both business and employee needs are balanced and better understand the basic business processes and systems reflected in reports.Produce and distribute assigned reports and dashboards according to established schedule (monthly, weekly, daily).Keep updated documentation on assigned reports and provide training to team resources.How You'll Do ItProactively recommend training, time-off, overtime, etc. based on the analysis of schedules and performance reports to uncover opportunities for efficiency.Act as SME on workforce management solutions.Monitor inventory and aging trends daily, weekly and monthly.Validate data and escalate issues to business leadership and IS to resolve business disturbances.Provide timely communication to describe issue and resolution. Initiate recovery efforts as needed.Facilitate business and technical resources to capture and communicate business needs.Partner with technical resources to discuss possible solutions.Perform assigned duties for business requirements and create models of reports.Facilitate production performance review meetings and improve performance by analyzing data and making recommendations on time allocation and relative performance.Implement changes to support business needs.Partner with operational resources to identify key business drivers to develop and maintain a forecast and capacity plan.Will develop, mentor and manage activities of the Claims Analyst as needed.Performs additional responsibilities consistent with the scope and level of the role, as assigned.Required Skills & Experience5+ years of related operations professional experience.Bachelor’s degree; in lieu of a degree, an additional two years of relevant experience beyond the qualifications listed above may be accepted.Preferred Skills & ExperienceAbility to communicate complex topics clearly and concisely, actively listen to anticipate stakeholder needs, and align others to drive informed decisions.Ability to analyze complex information, evaluate options, and work cross-functionally to drive resolution and prevent recurrence.Ability to effectively organize work, balance competing priorities, and manage time across complex assignments and competing deadlines.Understanding of health care industry.Knowledge of business, operational and procedural knowledge of operations environments, and ability to identify improvements.Call center, call center scheduling/forecasting, and/or customer service experience.Ability to define problems, collect data, conduct accurate analysis, prepare reports, and draw valid conclusions.Excellent data entry skills and attention to detail and accuracy.Advanced Excel skills if applicable.Role DesignationTeleworkerRole designation definition:Teleworking is working full time remote.Hybrid is a minimum of 2 days onsite.Onsite is full-time onsite.Compensation and Benefits$79,100.00 - $104,800.00 - $130,500.00 AnnualPay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job.We offer a comprehensive benefits package which may include:Medical, dental, and vision insuranceLife insurance401kPaid Time Off (PTO)Volunteer Paid Time Off (VPTO)And moreTo discover more about what we have to offer, please review our benefits page .Equal Employment Opportunity StatementAt Coupe Health, we are committed to paving the way for everyone to achieve their healthiest life. Coupe Health is an Equal Opportunity Employer and maintains an Affirmative Action plan, as required by Minnesota law applicable to state contractors. All qualified applications will receive consideration for employment without regard to, and will not be discriminated against based on any legally protected characteristic.Individuals with a disability who need a reasonable accommodation in order to apply, please contact us at: [e-mail] Health recruiters may contact you from emails ending with @bluecrossmn.com and @coupehealth.com.Physical requirements.