We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.
As a Member of the Workforce Operations Team, you can expect to learn about MA and other department operations. With the support of our established and knowledgeable team across both Lehi and San Francisco, you will help scale our workforce operations and collaborating on a growing team at the forefront of transforming the healthcare industry. You will report to the Workforce Operations and Reporting Team Lead.
What you’ll do:
- Coordinate appropriate staffing allocation and availability of our Member Advocate staff to achieve service level goals.
- Run short and medium term forecasting models, including "What If" scenarios, and coordinate important volume contingency action plans.
- Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet departmental efficiency goals.
- Real-time call center management and reporting
- Complete root-cause analysis to determine and measure reasons for forecast variance and recommend changes to improve forecast accuracy and efficiency.
- Start daily exceptions requests, update schedules and respond to advanced issues and ad-hoc requests.
- Ensure that all reports originating from the Workforce department are accurate and reliable.
- Help with the implementation of new call center technologies.
- Develop reports in detail related to call center performance.
Requirements:
- 2+ years experience with contact center and WFM software and technology
- Advanced Excel skills (can write advanced macros)
- Understanding of call center metrics required
- SQL knowledge
- Experience using Five9
- Experience organizing and manipulating complex datasets
- Looker/Looker Studio knowledge
Pay Transparency Statement
This is a hybrid position based in our Lehi office. The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits. #LI-Hybrid
Lehi, UT Pay Range
$67,600—$101,400 USD
About Collective Health
Founded in 2013, Collective Health’s ecosystem of innovative partners across care and benefits delivery, and powerful and flexible technology better enable employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and helping improve health outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines. Collective Health is headquartered in San Mateo, CA with locations in Chicago, IL, and Lehi, UT. For more, please visit collectivehealth.com.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact [email protected].
Privacy Notice
For more information about why we need your data and how we use it, please see our privacy policy: https://collectivehealth.com/privacy-policy/.
