Health Management Systems, Inc. Workforce Management Analyst I in Irving, Texas

HMS makes the healthcare system work better for everyone. We fight fraud, waste, and abuse so people have access to healthcare—now and in the future. Using innovative technology and powerful data analytics, we help government and commercial payers reduce costs, increase quality, and achieve regulatory compliance. We also help consumers take a more active role in their own health. Each year, we save our clients billions of dollars while helping people live healthier lives. At HMS, you will develop new skills and build your career in a dynamic industry while making a difference in the lives of others.

We are seeking a talented individual for a Workforce Management Analyst I who is responsible for providing daily work direction for Operations departments and third party vendors.

Essential Responsibilities:

  • 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

Non-Essential Responsibilities:

  • 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: Workforce Management Analyst I

Location: Texas-Irving

Requisition ID: 180010D0

EEO/Minorities/Females/Protected Veterans/Disabled.