Health Management Systems, Inc. Work Force Management Analyst in Irving, Texas

The Workforce Management Analyst I is responsible for providing daily work direction for Operations departments and third party vendors.

Essential Functions:

  • Create daily work allocations for different Operations departments and vendor staff and meet with end users to discuss

  • Review work queues for areas of risk of missing SLA’s or performance metrics. Provide access to work to front line staff as needed

  • Conduct frequent vendor calls to discuss allocations, issues, and troubleshooting

  • Monitor and manage specific department call center telephonic activity by agent and client, including designating and moving agents to queues according to business needs

  • Create and maintain call center agent schedules to ensure adequate coverage and monitor schedule adherence

  • Analyze daily trends and reports to give necessary feedback to management with regards to staffing appropriately, advice on any needed staffing adjustments

  • Create various ad hoc reports to help assess department trends and staffing needs including weekly and month end department reporting

  • Generate daily reports and provide analysis on key performance indicators. Advise management of existing issues and/or potential risks

  • Ensure Quality Assurance of daily department inventory reports and speak to any variances

  • Collaborate with IT to resolve system access as well as telephony issues. Create service requests to resolve issues and conduct follow-up

  • Participate in department huddles and provide feedback

  • Participate in staff/vendor training on Operations department processes and systems

  • Review and provide assistance on specification development and testing for enhancement to existing systems

  • Troubleshoot issues quickly to resolve system problems and ensure minimal workflow disruption

Other Functions:

  • Performs other functions as assigned

Knowledge, Skills and Abilities:

  • Ability to analyze information and use logic and process knowledge to address work-related issues and problems

  • Ability to work proficiently with Microsoft Word, Excel, Access

  • Ability to analyze information and use logic and process to address work-related issues and problems

  • Ability to be careful and thorough about detail

  • Ability to handle pressure and deadline oriented project demands as well as manage multiple initiatives

  • Ability to organize well

  • Ability to perform well in team environment, with staff at all levels, to achieve business goals

  • Ability to work independently to meet objectives

  • Working knowledge of HIPAA privacy and Security rules

  • Ability to maintain a professional demeanor and appearance at all time

Work Conditions and Physical Demands:

  • Primarily sedentary work in a general office environment

  • Ability to communicate and exchange information

  • Ability to comprehend and interpret documents and data

  • Requires occasional standing, walking, lifting, and moving objects (up to 10 lbs.)

  • Requires manual dexterity to use computer, telephone and peripherals

  • May be required to work extended hours for special business needs

  • May be required to travel at least 10% of time based on business needs

Minimum Education:

  • High School Diploma or GED required

  • Bachelor’s degree or equivalent experience preferred

Minimum Related Work Experience:

  • 2 years’ work experience in a production and quality based environment

  • Customer call center environment experience preferred

  • Knowledge of state Medicaid systems preferred

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Title: Work Force Management Analyst

Location: Texas-Irving

Requisition ID: 170010YZ