Workforce Management Analyst

General Description 

The Workforce Management Analyst will be responsible for reporting and analyzing intra-day, daily, weekly and monthly metrics for the Patient OOperations department, including Patient Sales, Patient Adherence, Client Support and related tickets, Pharmacy Relations, and EQ Connect.

Key Responsibilities 

Responsibilities for the Workforce Management Analyst will include but are not limited to: 

• Assessing, analyzing and reporting on employee productivity in each area of operations. 

• Providing real-time updates to Manager of Pharmacy Relations, EQ Connect Manager and Director of Patient Sales and Adherence. 

• Making suggestions for real-time adjustments to ensure company goals are met on an hourly/daily basis.

• Developing reports that detail overall goals per employee and per department 

• Providing feedback/information required for revenue meetings

• Providing data for performance appraisals/commission. 

• Providing a daily review of all employee work time vs. paid time, schedule adherence, PTO. 

• Reviewing, reporting and interpreting results trends daily. 

• Performing root cause analysis for results that do not align with organizational expectations. 

• Providing Daily/Weekly/Monthly Graphs that reflect results. 

• Interfacing with all levels of operations and process partners across the organization.

• Reviewing existing processes and looking for best practices, especially as it relates to productivity, trending, answer rate, commission, service level, claim review and pharmacy relations.

Professional Qualities 

• Excellent written and oral communication skills 

• Ability to uncover trends and use critical thinking to highlight concerns or issues.

• Meticulous, problem-solving multi-tasker, who is driven by deadlines and can work independently after training and can also work alternate schedules during the week 

• Aptitude for computers and the ability to work comfortably in a phone and computer-based remote environment.

• Ability to analyze and interpret large amounts of data related to team performance and subsequent financial correlation, strong functional analytical skills 

• Provide feedback and ideas/strategies to improve performance.

• Ability to identify best practices for areas of improvement.

Preferred Experience 

• Bachelor’s degree required.

• Good Understanding of Medical Terminology and/or Medications. 

• Proficient in Microsoft Office, including Excel and Access with the ability to create and maintain databases.

• Experience in Power Bi is a plus but is not required.

• Saleforce.com experience and knowledge is a plus, but not required. 

• Experience in data analysis 

• Experience writing reports and presenting data 

Physical Requirements 

• Requires the ability to sit or stand for extended periods, occasional stooping, and reaching; May require lifting up to 25 pounds; requires a normal range of vision and hearing with or without accommodations. 

Additional Information 

• Cleared background check required. 

• Have the physical ability to work full-time in a phone-based office environment. 

• May have to travel to pharmacy sites as business requires, up to 10% 

Employment Information 

• Position is remote 

• Benefits include health plan, dental, vision, paid time off. 

• Flex time. 

• 401K with up to a 4% match for retirement