Workforce Management Analyst- Medicare & SNP Sales

University of Pittsburgh Medical Center • Pittsburgh, PA

404d • $45,469 - $75,525

About The Position

The Workforce Management Analyst position at UPMC Health Plan focuses on providing analytical support and operational analysis for the Medicare & SNP Sales department. This role involves generating reports, analyzing queue performance, and collaborating with leadership to optimize staffing resources and improve customer service metrics in a call center environment. The position is primarily remote but may require occasional in-office work.

Requirements

• High School Diploma required, BA/BS degree preferred.
• 2 years of customer service experience required.
• 1 year UPMC Health Plan or another Health Care Organization experience required.
• Call Center Genesys Management System experience preferred.
• Knowledge of Call Center management best practices (Service Level, ASA, Abandon Rate, FCR).
• Strong analytical skills in a call center environment.
• Ability to create well organized, accurate, and concise material and work documentation for organizational use.
• Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain databases.
• Strong hands-on knowledge of workforce management tools and the ability to maintain them.
• Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts.

Nice To Haves

• Experience with CCPulse and call center analytics tools.
• Leadership experience in a call center environment.

Responsibilities

• Provide timely reports using Microsoft Office as requested by all departments within the Health Plan.
• Provide ongoing operational analysis related to queue performance and staff productivity.
• Work with CCPulse and connect leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, Average Speed of Answer (ASA), Abandon Rate, and other specified call center goals and objectives.
• Identify what resources are required to implement parts of projects and effectively use project plans to focus work and ensure deadlines are met.
• Communicate and facilitate timely forecast of schedules related to overtime, Power Summits, team meetings, and Line Closures.
• Partner with the call center leadership on work management practices such as worklist, coaching, training, and meetings.
• Work to maintain high productivity by building, uploading, and starting outbound campaigns, including blaster calls, based on priorities set by call center leadership.
• Maintain and monitor Member Services Expert Model skills per Line of Business (LOB).
• Drive continuous improvement related to customer satisfaction and efficiency.
• Complete all compliance driven outbound calls including and not limited to Pharmacy, Default PCP, and Premium Billing.
• Ensure service excellence through all processes and interactions.
• Balance multiple priorities with little or no direction to ensure the daily performance success of all lines including demonstrating a sense of urgency on action taken toward meeting daily requirements on performance guarantee lines.
• Complete phone audits and resolve all issues related to member experience within the IVR, Prompts, or After Call Surveys.
• Conduct weekly audit of Member Services Expert Model skills with team leadership per LOB.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Hospitals
• Education Level: High school or GED