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Real-Time Workforce Optimization Specialist

2 months ago

Tempe, Arizona, United States One Medical Full time
About Us

One Medical is a pioneering healthcare organization that is revolutionizing the way primary care is delivered. Our mission is to provide high-quality, patient-centered care that is accessible, affordable, and enjoyable.

We are a dynamic and innovative company that is committed to transforming the healthcare industry. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses, and mental health concerns have been delighting patients for years.

In February 2023, we marked a significant milestone when One Medical joined Amazon. Together, we are working towards delivering exceptional healthcare to more consumers, employers, care team members, and health networks, resulting in better health outcomes.

We are building a diverse, driven, and empathetic team that is passionate about our mission. Our teams thrive in a dynamic workspace, powered by a culture of continuous learning and experimentation.

The Opportunity

Mission Control is a high-performing team that provides world-class service experiences for patients. As a Real-Time Analyst, you will play a critical role in ensuring that our Central Support Specialists are following their schedules, balancing volume, and maintaining optimal service levels.

You will work closely with Operations to monitor incoming volumes, report on daily attendance schedule adherence, and ensure that service levels are achieved to deliver consistent performance. To be successful in this role, you will need previous workforce management experience and strong analytical skills.

In this role, you will be expected to hold teams to achieve their daily service level goals and make business decisions to drive results. Strong organization, time management skills, skillful prioritization, and resilience are essential.

Key Responsibilities
  • Maintain service level agreements in Patient Tasks through TOPs and Active Daily Management
  • Access workforce management metrics to pinpoint employees who are out of adherence
  • Gather and analyze contact center data to identify trends and patterns
  • Submit reports to relevant department heads and management to inform decision-making
  • Develop reports and presentations that present findings from data analysis in a clear and concise manner
  • Help the management team and stakeholders define and drive performance results
  • Identify and solve issues to ensure the member journey is always at the forefront
Requirements
  • At least 1+ years of experience as a Workforce Analyst in an established organization
  • Workforce Management tool experience (preferably internal) and Excel/Google required (internal and external)
  • NICE (CXOne/IEX), RingCentral, and Google Suite preferred
  • Must be detail-oriented and able to juggle multiple tasks
  • Strong analytical skills, oral and written communication skills
  • Report development and presentation skills
Benefits

We offer a comprehensive benefits package that includes:

  • Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
  • Competitive Medical, Dental, and Vision plans
  • Free One Medical memberships for yourself, your friends, and family
  • Pre-Tax commuter benefits
  • PTO cash outs - Option to cash out up to 40 accrued hours per year
  • 401K match
  • Opportunity to participate in company equity programs
  • Credit towards emergency childcare
  • Extra contributions toward maternity and paternity leave
  • Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
  • Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance