Business Analyst, Principal- Workforce Management

Your Role

The Strategy, Planning, and Performance team in Healthcare Quality and Affordability (HQA) is responsible for the Workforce Management (WFM) forecasting, modeling, and oversight of all HQA productive staff. The Business Analyst, Principal will report to the Director Program Management, Clinical as direct manager. In this role you will own and operate WFM across HQA operations, delivering data analysis to support improvement of business processes and operational efficiency. You will be responsible for tracking the HQA WFM performance indicators and outcomes.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow - personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Knowledge and Experience

• Requires a college education or equivalent experience

• Requires 7 years mastery level knowledge of Workforce Management (WFM) execution

• Requires at least 10 years of prior relevant experience

• Requires health plan experience (managed care, academic, or government payer)

• A master's degree is preferred

• Experience with Genesys/Verint preferred

• Complex data crosswalk and analysis to drive decision making preferred

• Strong organizational and/or project management skills to prioritize and to perform multiple projects or tasks simultaneously

Hybrid

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

Your Work

In this role, you will:

• Own, operate, and educate on the Workforce Management Model (WFM)

• Responsible to own and track HQA WFM key performing indicators and outcomes

• Coach team members and act as a functional SME in workforce management

• Matrix direction for WFM staff including analytics, schedulers, or others

• Analyze all HQA operational workflows where inventory and/or call volumes dictate staffing/resources needs inventory or call trends (including call volumes and call patterns) for all HQA production areas and membership inventory to forecast workload needed to support various channels

• Ensure HQA needs are met through accurate forecasting and modeling in support of multiple business areas

• Provide data and create models for capacity planning and productivity modeling

• Understand and identify opportunities for process and/or system improvements and collaborate on options and recommendations

• Provide highly complex analytical support through the analysis and interpretation of data to support improvement of known business processes

• Develop, prepare and analyze WFM reports with highly complex analyzes and data for management review, and presents to various levels of management

• Gather customer and business needs and provides analysis toward operational efficiency and drives change within and operational area

Your Work

In this role, you will:

• Own, operate, and educate on the Workforce Management Model (WFM)

• Responsible to own and track HQA WFM key performing indicators and outcomes

• Coach team members and act as a functional SME in workforce management

• Matrix direction for WFM staff including analytics, schedulers, or others

• Analyze all HQA operational workflows where inventory and/or call volumes dictate staffing/resources needs inventory or call trends (including call volumes and call patterns) for all HQA production areas and membership inventory to forecast workload needed to support various channels

• Ensure HQA needs are met through accurate forecasting and modeling in support of multiple business areas

• Provide data and create models for capacity planning and productivity modeling

• Understand and identify opportunities for process and/or system improvements and collaborate on options and recommendations

• Provide highly complex analytical support through the analysis and interpretation of data to support improvement of known business processes

• Develop, prepare and analyze WFM reports with highly complex analyzes and data for management review, and presents to various levels of management

• Gather customer and business needs and provides analysis toward operational efficiency and drives change within and operational area