Workforce Management Analyst, Full-time, Days

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Workforce Management Analyst reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Workforce Management Analyst provides analytical and operational improvement support to the Manager of Access. This position facilitates primarily call center data analysis, trends, and supporting materials to lead improvement efforts in patient access. This role is responsible for maintaining and updating forecasts, analyzing and reporting on operational performance, and developing capacity plans to meet the service level expectation across the services centers within Access.

Responsibilities:

• Gather data using interviews, document analysis, surveys, site visits, business process description, workflow analysis, EDW reporting, Cisco/WFM software reporting, etc.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high-level information into details, abstract up from low-level information to a general understanding and recommendation
• Ability to create, monitor, and analyze data for forecasting projections, trend analysis, and decision making purposes
• Generate and maintain short-, mid- and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back office work and other business requirements for multiple skill groups utilizing the corporate data mart and workforce management software platform
• Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements
• Serve as the conduit between IT, Telecom and Access staff 
• Effectively utilize and integrate enterprise-wide requirement systems (EPIC, EDW, Cisco, etc.)
• Successfully manage and engage in multiple initiatives simultaneously
• Drive and challenge processes and operations assumptions of how they will successfully execute their plans
• Collaborate with the key stakeholders to ensure that all KPIs are met
• Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budgetary objectives
• Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities
• Monitor and coordinate activities to support operational performance management (e.g. service level, productivity, etc.)
• Exception entry and intraday monitoring with the ability to identify and minimize coverage gaps by intraday modification
• Strategically identify need for modification of current or additional call queues
• Prepare multiple scenario analyses across multiple business units during annual budget cycle
• Monitor daily transaction activity to ensure compliance with procedures
• Develop tools to support staff and enhance efficiency
• Other, non-call center, data and staffing analysis as needed
• Perform other duties as assigned by Operations Coordinator, Manager, and Director

Required:

• Bachelor's degree or equivalent experience
• Strong analytical and project management skills
• Strong computer skills (Word, Excel, PowerPoint)

Preferred:

• Master's degree
• Previous workforce management experience
• Knowledge and application in Cisco, Calabrio, or similar telephonic systems (Verint, NICE, Avaya, Aspect, etc)
• Knowledge of SQL, Microsoft PowerBI or Tableau, and advanced proficiency in Excel
• Exceptional interpersonal skills
• Demonstrated customer service skills
• Excellent verbal and written communication skills

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.