Workforce Specialist, RxC/VCP

Southern Scripts•Dallas, TX

47d•Remote

About The Position

The Workforce Analyst, RxCompass & Variable Copay is responsible for workforce planning, real-time operational support, reporting, and analysis across the RxCompass and Variable Copay teams. The role translates workload, productivity, attendance, and service-level data into staffing recommendations and operational actions. In partnership with Operations leadership, the analyst monitors daily performance, maintains forecasts and staffing models, supports schedule optimization, and identifies trends that may require coaching, training, process improvement, or resource adjustments. The position may involve access to sensitive business information and Protected Health Information (PHI), requiring confidentiality and compliance with HIPAA. The employee must report discovered HIPAA violations to the Compliance Officer and/or Human Resources and complete required HIPAA training. Duties may change or expand as business needs require. This is a full-time, non-exempt role. Some flexibility in hours is allowed, but the employee must be available during core hours of 8:00 AM to 5:00 PM CT, with work times adjusted as needed to cover meetings across time zones. Extended hours, weekends, and holidays may be required based on industry demands. Remote work options are offered. The position has no supervisory responsibility and requires no travel.

Requirements

At least two years of experience in workforce management, reporting, analytics, operations support, or a related field.
Experience using Excel to analyze operational data and prepare recurring reports.
Experience identifying performance trends, variances, and operational risks.
Workforce planning, forecasting, capacity planning, and real-time operational management skills.
Advanced analytical and problem-solving skills, including variance and root cause analysis.
Strong attention to detail and commitment to data accuracy, validation, and documentation.
Ability to translate complex data into concise operational insights and recommendations.
Strong written and verbal communication skills, including professional presentation.
Ability to prioritize competing deadlines and respond effectively in a changing operational environment.
Proficiency in Microsoft Excel, including formulas, lookups, pivot tables, charts, and data analysis; proficiency in Word and PowerPoint.
Ability to learn and use workforce management, telephone, case-management, reporting, and business intelligence tools.
Sound judgment, discretion, objectivity, and ability to maintain confidentiality.
Ability to work independently and collaboratively with cross-functional leaders and teams.
Knowledge of attendance, scheduling, and established operational procedures.
Customer service orientation and understanding of the member and client impact of workforce decisions.
Bachelor’s degree preferred, or an equivalent combination of education and relevant experience in healthcare, business, analytics, operations, or technology.
Availability during core work hours of 8:00 AM to 5:00 PM CT, with work times adjusted to cover meetings across time zones.
Ability to work extended hours, weekends, and holidays pursuant to industry demands.

Nice To Haves

Two or more years of workforce management, forecasting, scheduling, or capacity-planning experience.
Two or more years of reporting, analytics, or business intelligence experience.
Experience supporting healthcare, pharmacy benefit management, contact center, case-management, or other regulated operations.
Experience with workforce management, telephony, case-management, reporting, or visualization platforms.
Experience developing SOPs, data-validation controls, dashboards, or executive-ready reporting.

Responsibilities

Maintain short- and long-range workload forecasts and staffing models for RxCompass and Variable Copay operations.
Monitor intraday volumes, inventory, productivity, staffing, schedule adherence, and service levels; communicate risks and recommend adjustments.
Partner with Operations leadership to rebalance work, adjust schedules, coordinate coverage, and support business continuity during volume fluctuations or absences.
Develop, maintain, validate, and distribute recurring workforce, productivity, attendance, capacity, and performance reports.
Create dashboards and ad hoc analyses with actionable insights at associate, team, program, and department levels.
Analyze forecast-to-actual performance, identify variances and root causes, and document recommended corrective actions.
Maintain attendance, schedule, time-off, overtime, and staffing records used for workforce planning and operational decisions.
Coordinate overtime and voluntary time-off recommendations, when applicable, based on workload and service needs.
Support hiring plans, onboarding schedules, training capacity, nesting plans, and speed-to-proficiency tracking for new team members.
Facilitate recurring capacity-planning and workforce-review meetings covering prior-period results, upcoming demand, staffing gaps, risks, and action plans.
Partner with leadership to define and document workforce assumptions, reporting logic, data sources, quality controls, and standard operating procedures.
Validate data for completeness and accuracy before distribution; investigate discrepancies and escalate unresolved data or system issues.
Identify patterns that may indicate opportunities for coaching, training, workflow improvement, automation, or policy clarification.
Collaborate with Operations, Analytics, Reporting, Human Resources, Training, Client Services, and Technology partners as needed.
Protect confidential information and comply with HIPAA obligations related to PHI.
Report HIPAA violations to the Compliance Officer and/or Human Resources.
Attend, complete, and demonstrate competency in required HIPAA training.
Adapt to changes in duties, responsibilities, and activities as assigned.