Workforce Optimization Analyst at UnityPoint Health

• Area of Interest: Information Systems & Technical Support
• FTE/Hours per pay period: 1.0
• Department: Call Center
• Shift: 40 hours per week, 8-5p
• Job ID: 176457
  
  

Overview

Workforce Optimization Analyst

Monday-Friday 8:00AM-5:00PM

Full Time Benefits

The Workforce Optimization Analyst will be responsible for developing, implementing, and analyzing the various components of a Workforce Management program within The IntelliCenter for all service lines including, but not limited to Nurse Triage, Healthfinch Rx Renewal, Radiology FUM, and Population/ToC RN services. This will include the full spectrum of departmental reporting needs, including monthly, quarterly, and yearly operational reports. The WFOA will support workforce application contracts, licenses and maintain relationships with vendor and support departments in conjunction with the Executive Director.

Additional responsibilities include collaboration with the IntelliCenter’s leadership team to develop and implement a data driven, predictive scheduling model and tools that achieves a highly efficient workforce supporting scheduling coordination of frontline team. This position has a Primary Remote designation, as the team is primarily remote and technology and educational processes allows for remote interaction supporting the educational process. Options to work at a designated UnityPoint workspace will be considered upon request and as space becomes available.

Why UnityPoint Health?

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:    

• Expect paid time off, parental leave, 401K matching and an employee recognition program.
• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.
• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.
  
  

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.  

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.

Find a fulfilling career and make a difference with UnityPoint Health.

Responsibilities

Analysis

• Develops, enhances, implements and supports reporting capabilities to identify, track and analyze key business drivers.
• Analyzes results of reports and provides recommendations to leadership to improve overall call center performance, strategies and objectives. Identifies call volume trends and averages on a daily, weekly, monthly and seasonal basis.
• Consults with key organizational business users on situations requiring further definition, development and support of data gathering and analysis. Generates ad hoc reports when requested.
• Track and analyze individual and overall call center performance metrics (i.e. schedule compliance, absenteeism, average call handle time) in a timely and accurate manner.
• Workforce management principals and tools are implemented and adhered to and must remain current with industry standards, internal system updates and functionality while applying technical expertise in advancing call center strategies.
• Evaluate the immediate and long-term impact or consequences of making changes to processes and/or products (looking beyond scope of one project/client) and work with leadership to provide recommendations for procedural changes and/or modifications.
  
  

Operational & Workforce Management

• Serves as subject matter expert for reporting and workforce management processes, ensuring best practices are implemented across the organization.
• Oversees and coordinates reporting and Workforce Management activities including building best practices across the organization.
• Creates training materials as needed for Workforce management tools and/or reporting functionality.
• Proactive and independent management of accountabilities collaborating with leadership to optimize operations.
  
  

Qualifications

Education

Bachelor’s degree

Experience

Minimum of three years of experience in a call center environment with direct experience in applying WFM software programs or concepts.

Knowledge, Skills, And Abilities

• Strong data mining and analytical skills, including development, interpretation and application of reports.
• Proficiency in use of computer applications such as Microsoft office and electronic health systems and other healthcare software.
• Strong written & verbal communication skills
• Exceptional analytical skills with prior experience in related sector (call center).
• Understand, anticipate & support needs of multiple centers.
• Ability to effectively train & advance knowledge of WFM principals across all levels of staff in the organization.
• Use of usual and customary equipment used to perform essential functions of the position.