Workforce Management Analyst

Position: Workforce Management Analyst

The Workforce Management Analyst will be part of the Monogram Health Care Center organization. This position will play a crucial role in leveraging data to drive insights and strategies aimed at improving healthcare outcomes and reducing costs within a value-based framework. You will collaborate closely with cross-functional teams to ensure reporting is available for business decisions impacting the contact center.

Roles and Responsibilities

• Analyzes data to identify irregularities specific to shrinkage, handle time (AHT), short calls, meal and rest breaks, aftercall work, and other call center performance metrics.

• Generates, analyzes, and publishes reports hourly/daily/weekly/month and as needed by call center and executive leadership.

• Serves as the primary back-up for any analytic functions, e.g., dialer, telephony.

• Monitors member leads in respective territories, prepares and loads next file call campaigns accordingly to ensure that leads are called strategically.

• Builds reports that track and trend patient answer rates, conversion rates, etc. for each respective region nationally.

• Collaborates and assists the Workforce Management Real Time Analyst as necessary.

• Completes and manages special projects as assigned.

• Self-starter and independent, logical thinker with ability to perform detailed data analysis.

Position Requirements

• Bachelor's degree in healthcare business administration, operations management, or related field required.

• A minimum of 5 years of relevant work experience to include use of database and analytics solutions such as Salesforce, Salesforce Maps and Power BI; command of Microsoft Excel and PowerPoint required

• Minimum of 1 year Call center WFM & Dialer experience is required

• Ring Central experience is required

• Demonstrated verbal, written and visual communications skills

• Ability to multi-task and handle a large volume of concurrent priorities

• Preferred Skills/Experience

• Extensive knowledge of workforce management forecasting, capacity planning, scheduling

• Demonstrated proficiency in loading patient files/leads/prospective members into Salesforce, identifying, and assigning territories/regions.

• Experience in managed care, delegated financial risk or value-based healthcare preferred

• Candidates with healthcare analysis at reputed professional service firms will be strongly considered.

Benefits

• Opportunity to work in a dynamic, fast-paced and innovative value-based provider organization that is transforming the delivery of kidney care

• Competitive salary and opportunity to participate in the company's bonus program

• Comprehensive medical, dental, vision and life insurance

• Flexible paid leave and vacation policy

• 401(k) plan with matching contributions

About Monogram Health

Monogram Health is a next-generation, value-based chronic condition risk provider serving patients living with chronic kidney and end-stage renal disease and their related metabolic disorders. Monogram seeks to fill systemic gaps and transform the way nephrology, primary care and chronic condition treatment are delivered. Monogram's innovative, in-home approach utilizes a national nephrology practice powered by a suite of technology-enabled clinical services, including case and disease management, utilization management and review, and medication therapy management services that improve health outcomes while lowering medical costs across the healthcare continuum. By focusing on increasing access to evidence-based care pathways and addressing social determinants of health, Monogram has emerged as an industry leader in championing greater health equity and improving health outcomes for individuals with chronic kidney and end-stage renal disease.

At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.