Workforce Management Analyst 1 - First Coast Service Options Provider Enrollment - Remote, FL

First Coast Service Options; Florida; Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) match

Telehealth

Gym Membership

Paid Time Off

Employee Assistance Program

Rewards and Recognition Programs

Paid Sick Leave

Job summary

First Coast Service Options is seeking a Workforce Management Specialist to forecast call center workload and schedule staff to meet enrollment demands. The role includes creating and disseminating inventory reports, real-time management of contact center lines, and participation in CMS-related projects.

The position requires a high school diploma or GED, 2 years of Medicare-related experience, and strong analytical and communication skills.

Qualifications

• High School Diploma or GED required.
• 2 years related experience including call center or Medicare experience.
• Analytical, problem solving and decision-making skills.
• Strong written and verbal communication with all levels of the organization.
• Proven time management and ability to handle multiple priorities.

Responsibilities

• Forecast call center workload and schedule staff to meet inventory demands.
• Create and disseminate reports; develop spreadsheets, charts/graphs and document report processes.
• Monitor workload volumes and reassign workload as needed.
• Analyze historical data to forecast workload trends and develop action plans.
• Assist with special CMS-related projects and research as needed.

Skills

Analytical skills

Communication skills

Time management

Excel proficiency

Report writing

Problem solving

Attention to detail

Cross-functional collaboration

Medicare knowledge

Education

High School Diploma or GED

Bachelor's degree in related field

Tools

FISS

MCS

Service Connect

CMS systems

Job description

Location

United States of America-USAUS

Job Description

Are you interested in joining a team of experienced healthcare experts and have the ability to shape and transform the healthcare delivery system? 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.

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

SUMMARY STATEMENT

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.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This list of essential job functions is not exhaustive and may be supplemented as necessary.

Create and disseminate reports, develop spreadsheets, charts/graphs and document report processes. (55%)

Data Analysis (20%)

• 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.

Workload Assignment/Reassignment (20%)

• 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 as well as to provide early identification and notification to management of potential workload issues based on monitoring of volumes and age of workload.
• 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.

Special Projects/Research (5%)

• This position will be responsible to assist 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.

Performs other duties as the supervisor may, from time to time, deem necessary.

REQUIRED 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 flexibilityAbility 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

PREFERRED QUALIFICATIONS

• Bachelor's degree in related field
• Project Management experience
• Working knowledge/experience of Medicare Systems (Fiscal Intermediary Shared System (FISS), Multi Carrier System (MCS), and Service Connect

Requirements

The Federal Government and the Centers for Medicare & Medicaid Services (CMS) may require applicants to have lived in the United States for a minimum of three (3) years out of the last five (5) years to be employed with the Company. These years of residence do not have to be consecutive.

Background Investigation

If you are selected for this position, you must undergo a pre-employment Background Investigation, Drug Screen, and Identity Proofing documentation must be cleared prior to hire. Most positions are subject to additional Identity Proofing, Fingerprinting and additional Background Investigation screening conducted by the Federal Government to be granted Enterprise User Administration (EUA) system logical access after you begin your employment. Your continued employment is contingent upon the outcome of the complete additional screening criteria required for the position which must find that you meet the applicable government customer's requirements (e.g., suitable for access to CMS information and information systems), as well as any additional investigation which may be required throughout your employment. If you are found not suitable, your employment may be subject to corrective action, up to and including immediate termination of employment.

Identity Documentation

You must have access to a current and unrestricted REAL ID, U.S. Passport, U.S. Passport Card, Foreign Passport, or U.S. Permanent Residency Documents. Note: Employment Authorization Cards (EAD) are not a substitute for Visas or U.S. Permanent Resident Cards.

We are an Equal Opportunity/Protected Veteran/Disabled Employer.

Remote Work Availability

This opportunity is open to remote work in the following approved states: AL, AR, FL, GA, ID, IN, IO, KS, LA, MS, NE, NC, ND, OH, PA, SC, TN, TX, UT, WV, WI, WY. Specific counties and cities within these states may require further approval. In FL and PA in-office and hybrid work may also be available.