Workforce Management Analyst (Case Management)

Evolent

1d•Remote

About The Position

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones. Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business. Join Evolent for the mission. Stay for the culture.

Requirements

High School diploma or equivalent - Required
5 years of Contact Center or Workforce Planning experience - Required
Possesses a high level of accountability in the achievement of client specific performance guarantee targets and internal service performance goals - Required
Must have ability to work in a fast-paced environment while managing multiple tasks - Required
Experience with Excel spreadsheets, ACD reporting, forecasting methodologies and tools – Required
Ability to work with different teams in the organization to meet the filing requirements and timelines - Required
High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router.

Nice To Haves

2 years of Workforce Planning (WFM) experience in Healthcare Compliance, preferably Utilization Review Licensure - Preferred
Experience with Genesys Cloud and/or NICE Workforce platforms - Preferred
Experience with accreditation agencies - Preferred

Responsibilities

Monitor call center resources and workloads real-time to ensure Inbound, Clinical Case Work and Back Office client specific performance guarantee targets and service performance goals are achieved by optimizing resources
Forecast weekly, daily and Interval Inbound, Clinical Case Volumes, and Back Office workloads based on historical trends and key business drivers to determine staffing needs and employee schedules required to achieve client specific performance guarantee targets and service performance goals
Work closely with the leadership of Inbound, Clinical Reviewers and Back Office teams on optimization of Workforce Engagement tools (Workforce, Performance, Quality, Telephony)
Ensuring the accuracy and timeliness of WFM reporting of team and overall performance reporting for both internal and external distribution.