Senior Workforce Performance Analyst

Coupe Health•Eagan, MN

6d•Remote

About The Position

Healthcare made easy. Healthcare is complicated. Coupe changes that. Coupe makes healthcare easier to understand with upfront pricing, provider ratings, and a straightforward experience that helps members make smarter care decisions. Come join our team. The Impact You'll Have The Senior Workforce Performance Analyst will support various lines of business and support the creation and distribution of standard performance reports, workforce and inventory reports. Duties will also include responding to ad hoc requests as well. In addition, this position will monitor report trends to escalate and coordinate problem corrective action to restore normal operations and minimize the adverse impact. This role will partner with customers to implement best practices to support efficient business models and strategic plans for forecasting, capacity planning and production performance analysis.

Requirements

5+ years of related operations professional experience.
Bachelor’s degree; in lieu of a degree, an additional two years of relevant experience beyond the qualifications listed above may be accepted.
Ability to communicate complex topics clearly and concisely, actively listen to anticipate stakeholder needs, and align others to drive informed decisions.
Ability to analyze complex information, evaluate options, and work cross-functionally to drive resolution and prevent recurrence.
Ability to effectively organize work, balance competing priorities, and manage time across complex assignments and competing deadlines.
Understanding of health care industry.
Knowledge of business, operational and procedural knowledge of operations environments, and ability to identify improvements.
Call center, call center scheduling/forecasting, and/or customer service experience.
Ability to define problems, collect data, conduct accurate analysis, prepare reports, and draw valid conclusions.
Excellent data entry skills and attention to detail and accuracy.
Advanced Excel skills if applicable.

Responsibilities

Support operations for Client Services which includes inventory management; planning and adequate staffing levels are achieved and maintained
Interact with operations leadership and employees to ensure both business and employee needs are balanced and better understand the basic business processes and systems reflected in reports.
Produce and distribute assigned reports and dashboards according to established schedule (monthly, weekly, daily).
Keep updated documentation on assigned reports and provide training to team resources.
Proactively recommend training, time-off, overtime, etc. based on the analysis of schedules and performance reports to uncover opportunities for efficiency.
Act as SME on workforce management solutions.
Monitor inventory and aging trends daily, weekly and monthly.
Validate data and escalate issues to business leadership and IS to resolve business disturbances.
Provide timely communication to describe issue and resolution.
Initiate recovery efforts as needed.
Facilitate business and technical resources to capture and communicate business needs.
Partner with technical resources to discuss possible solutions.
Perform assigned duties for business requirements and create models of reports.
Facilitate production performance review meetings and improve performance by analyzing data and making recommendations on time allocation and relative performance.
Implement changes to support business needs.
Partner with operational resources to identify key business drivers to develop and maintain a forecast and capacity plan.
Will develop, mentor and manage activities of the Claims Analyst as needed.
Performs additional responsibilities consistent with the scope and level of the role, as assigned.