Duties and Responsibilities:

• Leads and develops a team of highly skilled technical and reporting analysts

• Prioritize and coordinate workflow for the team, is the point person for Workforce Effectiveness Team and coaches and instructs others as needed to increase bench strength, identify defects and improve departmental performance by supporting quality, operation efficiency and production goals

• Communicate departmentally and interdepartmentally to recommend and request new Workforce concepts and/or modifications to existing workflow, system set up, tools and designs

• Analyze and implement improvement opportunities for the department (automation, productivity, quality, deficiencies, etc.)

• Trend and compare analyses against departmental and corporate standards.

• Develop and prepare effective reporting tools and statistical reports and provide ongoing maintenance for the department

• Recommend changes to address deficiencies and/or further improve and streamline performance based on analysis findings to Management

• Responsible for the overall success of applicable testing, including results verification before Management team approval

• Provide resource planning and resolution of issues that impede the test effort

• Work with the IT Department in resolving important defects and ensuring the appropriate level of testing

• Work directly with appropriate members of the department and other Healthfirst business units to understand project concepts, objectives and approach

• Assess and prepare to address the operational impacts, workflow, and training issues of the assigned project(s)

Minimum Qualifications:

• High School diploma or GED equivalent from an accredited school

• Demonstrated ability to work within regulatory and compliance guidelines including accordance to HIPAA

• Research and analytical experience in examining problems and participation in implementing innovative solutions

• Ability to solve problems under time pressure, with frequent interruptions

• Experience with in-depth manipulation of data to assist with root-causing, trending and summarization of projects presented to various level audiences

• Working experience with call center Workforce Management software, such as Verint (Impact 360), Genesys or IEX, in forecasting and/or scheduling capacity.

• Proficiency in SQL, SAS Base coding, and SAS Enterprise Guide process flow programming

• Proficiency in Excel analytics and reporting functionality (pivot tables, graphs, v-lookup, etc.)

• Bachelors degree from an accredited institution or at least 4 years working in a Workforce role

• Experience with SharePoint

Preferred Qualifications:

• Bachelors degree from an accredited institution

• Demonstrated ability to exercise good judgment and work with independence and initiative as well as strong ability to work closely as a team member

• Excellent written and oral communication and interpersonal skills

• Ability to work independently as well as leading in a team environment

• Capability of multi-tasking including strong organizational and time management skills

• Advanced knowledge of theory and practice related to claims operations and workflow process

• Ability and willingness to handle increasing workload and responsibility

• Knowledge of Medicare and Medicaid programs and reimbursement methodologies

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.