Senior Workforce Management Analyst

🕒 Junho 5

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Alignment Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2013

⚕️ Seguro de Saúde

💰 $135.000.000 Series C em 2020-03

Healthcare Insurance • Insurance • Healthcare

Alignment Health está comprometida em fornecer cuidados abrangentes para membros do Medicare, enfatizando as necessidades dos idosos, dos cronicamente doentes e daqueles que são frágeis. Com a missão de transformar a saúde dos idosos, a Alignment Health utiliza um modelo de atenção personalizado e tecnologia avançada para oferecer serviços de saúde de alta qualidade e baixo custo. Sua equipe de atendimento de concierge 24 horas por dia, 7 dias por semana, colabora com provedores locais confiáveis para garantir que cada membro receba um atendimento personalizado, refletindo o compromisso da empresa em tratar todos os membros como membros valiosos da família.

Descrição

• Develop, maintain, and continuously improve daily, weekly, and intraday performance reports for contact center operations, including service level, AHT, adherence, abandonment, and occupancy metrics. • Design and deliver executive-ready dashboards and operational summaries, providing leadership with near real-time visibility into performance against KPIs and CMS expectations. • Conduct advanced analysis of contact drivers (e.g., benefits, enrollment, claims, billing) to identify trends, root causes, and opportunities to improve member experience and operational efficiency. • Build and maintain ad hoc and recurring analytical models to support operational decision-making, workforce planning, and transformation initiatives aligned with Caring Connections. • Partner with Data Engineering and Data Science teams to design and deploy scalable, automated analytic solutions and optimize data pipelines. • Validate and ensure data accuracy and integrity across telephony (ACD), CRM, Payroll, and WFM platforms. • Automate reporting processes to reduce manual effort, increase consistency, and enable faster decision cycles. • Monitor and report on KPIs tied to member experience, operational performance, and regulatory compliance.

🎯 Requisitos

• 5+ years of progressively responsible experience in contact center analytics, reporting, or workforce management • Demonstrated experience translating complex operational data into actionable insights and executive-level reporting • Experience supporting CMS-regulated environments with performance reporting, compliance documentation, and audit readiness • Experience designing and maintaining BI dashboards (Power BI, Tableau, or equivalent) for operational or executive audiences • Demonstrated ability to work cross-functionally with Data Engineering, Data Science, or IT to build scalable analytic solutions • Ability to work extended hours and weekends during AEP and peak enrollment periods. • Familiarity with HIPAA data governance and PHI handling requirements

🏖️ Benefícios

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements