| Job Description : |
A bit about us:
We’re on a mission to change healthcare — how it’s paid for, delivered, experienced. We want to put people center stage, not process or profit. We are guided by a deep belief that every person on Medicare should be treated like we would treat a member of our own family: with loving care and a profound commitment to their health and well-being.
Why Devoted:
Make a difference… a big difference. You will have the opportunity, in a unique and dynamic culture, to be a part of something incredibly meaningful. We’re a disruptive startup with an inspiring mission. Learn and grow alongside our world-class team of healthcare, technology, and data leaders, dedicated to building a health plan and clinical services that care for everyone like they were our own mothers or fathers. Our team and board members have decades of experience in health care entrepreneurship, data, technology, services, and policy. With their support, we look forward to building a health plan and clinical services that will give seniors easy access to the high-quality care they deserve.
A bit more about this role:
Our Service Team helps our members navigate the complex world of health care by genuinely listening to their questions and guiding them towards the best decisions for their healthcare needs. As a workforce management analyst you have the opportunity to help us optimize capacity planning for a rapidly scaling service team (250 currently & growing) across three geographic sites + remote locations across the country.
Fast turnaround times and nimble execution are key elements of how Devoted Health’s operations create a differentiated member experience and adapt to evolving needs. Capacity planning, scheduling, and real-time adjustments help us to deliver a responsive, world-class customer service experience for our members.
You will work closely with our service leadership team to help us generate forecasts, create and adapt schedules, and balance intraday activities to best support both the needs of our members and our guides.
Responsibilities will include:
Achieve phone service level goals through high quality forecasting, scheduling and real time management
Develop high quality forecasts and run “what if” scenario models- partner with service leadership to achieve appropriate staffing levels
Monitor daily and intraday call volume, average handle time, shrinkage and other critical staffing metrics as measured against forecast & report out on trends and opportunity areas. Work with service leadership to reallocate resources as necessary.
Generate & evaluate scheduling for +250 guides & outreach specialists across varying time zones. Proactively identify staffing gaps and implement necessary scheduling adjustments
Oversee scheduling of daily/weekly off queue activities to minimize impact on SL (i.e. training, meetings, outbound campaigns, etc.)
Implement outbound workflow scheduling
Report daily/weekly/monthly summaries of events on service levels and overall performance
Provide real-time monitoring, make adjustments to staffing in phone queues, and coach on adherence to schedules
Produce reporting on schedule adherence, productivity & other ad-hoc needs
Attributes to success:
The ability to work in a startup environment: which means being transparent in your work, what’s going well, what’s not
Ability to adapt to change quickly and strong ability to problem solve
A super proactive “get it done” attitude- and the skills to back it up
Strong written and verbal communication skills, including data presentation
Strong attention to detail, organized and thorough
Ability to coach and collaborate with team members to promote optimal use of time.
Desired skills & experience:
2+ years of workforce planning, customer service or business experience
Comfortable using Google Suite to build reports, charts, graphs to conduct analysis and share performance data
Experience with outbound campaign scheduling
Strong analytical and troubleshooting/problem solving skills
Experience with Calabrio/Teleopti Workforce Management system a plus
Previous Healthcare experience a plus
#LI-SS1
#LI-Remote
If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you! If you lack a specific credential for this position but believe that your strengths and life experiences will propel our mission, we would love to hear from you.
Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.
As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
COVID-19 Vaccination Requirement: Where permitted by applicable law, candidates must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief, practice, or observance. |
