Senior Workforce Operations Analyst - Remote

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.
 

Position Summary
 The Sr. Workforce Operations Analyst supports labor management and staffing strategies for Martin’s Point Member & Provider Services teams by analyzing, drawing insights, and translating complex data sets into actionable recommendations to inform staffing and queue management strategy and execution. Key functions involve planning and execution of workforce management activities including but not limited to interval level staffing plan oversight, queue management and short and long term forecasting. The Sr. Workforce Operations Analyst is responsible for partnering with Health Plan Operations leadership to make recommendations for staffing and call center coverage plans in order to achieve regulatory service levels and promote a positive telephonic customer experience.
Job Description

Key Outcomes:

• Develops and evolve call center workforce strategy and approach using volumetric forecasts, call trends and people strategies in support of achieving service level agreements
• Analyzes, draw insights, and translate large and complex data sets into compelling and actionable recommendations to Health Plan Operations leadership to drive optimal staffing and scheduling results
• Maintains a deep subject matter expertise of the Martin’s Point workforce management and scheduling application, develop standard work to support workforce management and demonstrate that understanding through insights and recommendations
• Contributes to workforce tool selection in partnership with IT and Health Plan Operations leadership, as appropriate, as well as requirements to improve system performance and the scheduling experience
• Participates in cross-functional initiatives that impact call volume
• Acts as a stakeholder by proactively sharing ideas, providing analysis and supporting data-driven decision-making
• Leverages past results to proactively identify areas of opportunity related to forecasting, staffing and scheduling and make recommendations to improve future performance
• Presents data and findings in a concise manner to leadership both written and verbal without a direct leader present

Education/Experience:

• Bachelors' degree in Business, Finance, or a related field preferred, or equivalent experience
• 7+ years workforce and scheduling system experience in call center industry
• Health insurance experience preferred
• Experience working with Microsoft Office Suite inclusive of advanced Microsoft Excel skills

Skills/Knowledge/Competencies (Behaviors):

• Demonstrates an understanding of and alignment with Martin’s Point Values
• Detail oriented with continuous attention to compliance/contractual requirements
• Knowledge and understanding of managed care concepts
• Ability to evaluate alternatives and make sound decisions
• Exceptional communication skills (oral and written)
• Ability to build and manage strong internal and external relationships
• Ability to plan, organize, and prioritize multiple activities
• Ability to analyze data, reports, and make recommendations for improved performance
• Ability to solve complex problems
• Ability to effectively work on multiple activities at one time
• Flexible, agile and a willingness to rapidly change directions with ease, while maintaining a positive attitude

There are additional competencies linked to individual contributor, provider, and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position.

We are an equal opportunity/affirmative action employer.

Do you have a question about careers at Martin’s Point Health Care? Contact us at: [email protected]