Senior Workforce Management Analyst

🕒 June 4

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Alignment Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

👥 B2C

💰 $321.1M Post-IPO Debt - Alignment Health on 2024-11

Healthcare Insurance • B2C

Alignment Health is a Medicare-focused health insurance company that offers Medicare Advantage plans and member-centered services. It provides 24/7 on-demand access to care via in-person, in-home, and mobile channels and features a concierge-style on-demand card to help members schedule appointments, arrange transportation, and answer health questions. Alignment Health partners with brokers, providers, Accountable Care Organizations (ACOs), and institutional partners, operates in multiple U. S. states (including Arizona, California, Nevada, North Carolina, and Texas), and has earned high CMS ratings and industry recognition.

📋 Description

• 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.

🎯 Requirements

• 5+ years of progressively responsible experience in contact center analytics, reporting, or workforce management, preferably within healthcare, Medicare Advantage, or a highly regulated industry. • 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.

🏖️ Benefits

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