Workforce Management Analyst (Health Plans)

Samaritan Health Services; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Operations Manager to enhance staffing and improve operational efficiency within their health plan. This remote role is crucial for analyzing work volumes, forecasting staffing needs, and developing schedules to ensure excellent customer service delivery. If you're skilled in workforce management and have a passion for optimizing operations, this is a fantastic opportunity to contribute to a mission-driven organization focused on building healthier communities together.

Qualifications

• Bachelor’s degree or equivalent experience in relevant fields.
• 2 years experience in workforce management, preferably in call center.

Responsibilities

• Ensure optimal staffing and efficient operations within health plan.
• Analyze work volumes and develop schedules for team coverage.

Skills

Workforce Management

Data Analysis

Communication Skills

Problem-Solving

Organizational Skills

Education

Bachelor’s degree in Business

Equivalent experience

Tools

Five9

NICE IEX

Verint

Aspect

Microsoft Excel

Job description

Job Description

Samaritan Health Plans (SHP) provides health insurance options to Samaritan employees, community employers, and Medicare and Medicaid members. SHP operates a portfolio of health plan products under several different legal structures: InterCommunityHealth Plans, Inc. (IHN) is designated as a regional Coordinated Care Organization (CCO) for Medicaid beneficiaries; Samaritan Health Plans, Inc. offers Medicare Advantage, Commercial Large Group, and Commercial Large Group PPO and EPO plans; SHP is also the third-party administrator for Samaritan Health Services’ self-funded employee health benefit plan.

As part of an Integrated Delivery System, Samaritan Health Plans is strategically and operationally aligned with Samaritan Health Services’ mission of Building Healthier Communities Together.

Candidates residing out of state will need to be able to work Pacific Time Zone hours.

This is a remote position, and we are able to employ in the following states: Arizona, Arkansas, Connecticut, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, or Wisconsin.

Job Summary/Purpose

Responsible for ensuring optimal staffing and efficient operations within the health plan Operations, including Call Center. This role involves analyzing work volumes, seasonal patterns, forecasting staffing needs, and developing schedules to ensure team coverage and excellent customer service delivery, while maximizing resource utilization.

Experience/Education/Qualifications

• Bachelor’s degree in Business, Statistics, Operations Management, or a related field; or equivalent experience required.
• Two (2) years experience in workforce management, preferably in a call center or operations environment, required.
• Experience with workforce management software and tools (e.g., Five9, NICE IEX, Verint, Aspect) required.

Knowledge/Skills/Abilities

• Strong operational competency in Microsoft Excel and other data analysis tools. Proficiency in data analysis and forecasting techniques. Familiarity with workforce management technologies and reporting systems.
• Strong analytical and problem-solving abilities.
• Excellent organizational and time management skills.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on accuracy and efficiency.

Physical Demands

• Rarely (1 - 10%)
• Occasionally (11 - 33%)
• Frequently (34 - 66%)
• Continually (67 – 100%)

Physical activities include climbing stairs, lifting up to 20 lbs, bending, kneeling, standing, walking, reaching, pushing, pulling, sitting, manual dexterity, and finger dexterity. Specific details on the frequency of these activities are provided in the original description.