Workforce Management Analyst - Roseville

Summary

As a Workforce Management Analyst - Roseville, CA * at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges.

Provide ongoing Call Center operational analysis, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.) Here are the details on this position.

Your role in our mission

•    Interacts regularly with the Medicaid provider community, applying knowledge of established policies and procedures in answering inquiries, gathering information, and resolving problems and disputes in a timely and professional manner.

•    Serves as an escalation point for provider requests and issues, escalating when necessary and following through to resolution.   

•    Works independently and collaborates with a team and leadership to ensure exceptional customer service, alignment with business strategy and timely and successful delivery of our solutions according to customer expectations, needs, and objectives.

•    Develops and maintains a solid understanding of state and federal regulatory requirements, dental claims, and applicable Medicaid programs.

•    Provides feedback and contributes to reporting to identify trends, establishing and meeting team goals and expectations, improving processes, and maximizing efficiency and customer satisfaction.

•    Identifying and partnering with the customer service lead team to implement innovative labor management practices.

•    Develop labor schedules to meet contact volumes and service levels.

What we're looking for

•    6 or more years of experience in a relevant Business Analyst position with 3 or more years of Medicaid and Medicare experience preferred.

•    Knowledge of computer programming concepts such as configuration, development and batch processing.

•    Advanced knowledge in analytical software such as Microsoft Excel, Power BI or SQL and other requirement-mapping tools such as Application Lifecycle Management (ALM) tools.

•    Strong client communication skills translating client needs to actionable objectives.

•    Strong analytical and business process re-engineering skills.

•    Strong executive presence and communication skills to deliver messages to business leaders, clients and technical personnel.

•    A leader who motivates others to action and communicates key technical ideas in a digestible way.

•    Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.

•    Work with the leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per contact, and other specified call center goals and objectives.

•    Work as member of the WFM team and senior management to accurately forecast non voice volumes, analyze historical contact volume; project budgetary expenses, determine future costing and assist with training scheduling and new hire numbers.

•    Analyze contact center performance history to determine shrinkage, adherence, and occupancy goals as well as optimum off production activities.

•    3 to 5 years prior experience in a Contact Center Operations environment.

•    Contact Management System experience.

•    Ability to balance multiple priorities with little or no direction.

•    Experience working in a back office / non -voice environment.

What you should expect in this role

•    Currently hybrid one day a week, however frequency might increase as needed by client. Likely up to 10% travel if remote.