Workforce Management Analyst (Remote)

CareTalk Health

4d•Remote

About The Position

CareTalk Health is a virtual-only national medical practice delivering chronic care management and preventive care to Medicare members through health plan partnerships. The Clinical Operations Manager for Virtual Care Management owns the operations that carry a patient forward after the visit — care navigation, longitudinal chronic care management, and remote therapeutic monitoring. We’re a virtual telehealth practice looking for a Workforce Management (WFM) Analyst to own forecasting, capacity planning, and analytics across our virtual clinic. You’ll support scheduling and staffing for all key roles — Patient Support Specialists (PSS), RNs, and Providers. This is a hands-on analytical role, not a traditional WFM seat. You will build and refine forecasts working alongside AI tools we’ve developed in-house. We’re looking for someone genuinely curious about applying large language models (LLMs) and AI to forecasting and planning problems — comfort and curiosity here matter more than years on any one platform.

Requirements

Minimum of 2 years of experience as a workforce management analyst or in a WFM operational role.
Contact center experience is required.
Hands-on experience with real-time queue monitoring and adherence in a contact center setting.
Strong Excel skills, with the ability to work with data from multiple sources and turn it into clear forecasts and recommendations.
AI fluency — comfort and curiosity using LLMs and AI tools in day-to-day analytical work.
Clear communicator who can translate data into recommendations for non-technical stakeholders.

Nice To Haves

Experience with Zoom Contact Center CX Analytics.
Familiarity with clinician licensing and multi-state licensure rules.

Responsibilities

Forecast contact and demand volume and build capacity/staffing plans across teams -- forecasting and analytics will be roughly 75% of the role.
Monitor queues and staffing in real time, tracking adherence and service levels throughout the day and making intraday adjustments to keep coverage on target.
Flag and respond to intraday risks — volume spikes, absences, and shifting demand — and communicate recommended adjustments to operations.
Pull and combine source data from multiple inputs and analyze it to produce actionable staffing recommendations.
Use our AI-powered tools — and your own prompting and experimentation with LLMs — to generate, test, and validate forecasts against historical performance.
Build and maintain reporting on key WFM metrics: occupancy, adherence, service levels, and staffing accuracy.
Account for clinician licensing constraints (including multi-state licensure) when planning clinician coverage, so the right licensed staff are available for the right patients.
Collaborate with operational leadership to flag risks and recommend adjustments.