United States of America (Exempt)
$95,717 - $132,808 - $169,898
“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”
This position is not eligible for Sponsorship.
MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!
Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.
At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!
Summary
The Workforce Management Business Analyst serves as the technical and analytical member of the Workforce Management (WFM) team, supporting multiple Contact Center sites. This role owns future forecasting, staffing models, and serves as the subject matter expert for Operations on the workforce management software solutions, accountable for strategic and operational oversight of these business solutions. As the subject matter expert, this position requires technical knowledge of the applications design and implementation to support business and system process changes to drive peak performance. This position will rely on experience, judgment, business applications and systems knowledge, and technical skill to plan and accomplish goals.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
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Maintain a rolling staffing and capacity plan including volume forecasts that consider seasonality and holiday fluctuations, average handle time (AHT), shrinkage, and service level assumptions.
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Perform cost-analysis related to various staffing models and assess cost/service trade-offs.
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Proactively makes recommendations to management for the adoption of new technology, industry’s best practices, and process improvements.
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Report on staffing deltas, forecasted need, required, and actuals.
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Administers WFM and ACD Configuration across centers (skill groups, precision queues, etc.)
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Ensure routing, reporting and forecasting alignment, maintaining and auditing skills/queues.
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Monitor data feed health (interval volumes, AHT, adherence feeds); resolve defects with Telephony/IT.
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Serve as the liaison with IT for procurement of future Workforce Management software solutions, providing detailed business requirements and participating in the implementation and user acceptance testing.
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Partner with schedulers to convert staffing requirements into practical schedules and time off allocations.
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Creates and maintains related documentation/material pertinent to WFM systems, such as workflow, data, and process flow diagrams, use cases, business rules, etc.
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Perform user support and issue resolution, collaborating with IT/Telephony and external vendors as needed.
Supervisory Responsibilities
No supervisory responsibilities
Client Responsibilities
This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
BS/BA and 6+ years’ experience or equivalent combination of education and experience, and 2 years of SME in respective areas
Computer Skills
Demonstrable skills in the following areas:
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Proficiency with data query and Business Intelligence tools (Golden32, Toad, PowerBI, etc.)
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Strong working knowledge of relational databases.
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High level of proficiency with Microsoft Excel.
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Proficient in Microsoft Office (Excel, Word, PowerPoint, and Visio).
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Familiarity with Workforce Management systems (Nice IEX, Verint, etc.).
Certificates, Licenses, Registrations
- Certification in business analytics or workforce management a plus
Other Skills and Abilities
- Thorough knowledge of the software development lifecycle.
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Working knowledge of configuration, administration, security approaches.
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Ability to effectively balance a high volume of work; detailed oriented and organized.
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Ability to appropriately schedule and prioritize multiple projects to ensure timely and effective delivery.
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Excellent problem resolution, judgment and decision-making skills.
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Must be highly motivated, a quick learner as well as the ability to work independently or on a team, driving solutions with minimal supervision.
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Must be flexible and capable of juggling multiple priorities with a willingness to do what it takes to meet critical deadlines.
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Excellent communication (written and verbal) as well as strong interpersonal skills to effectively facilitate meetings and work in a team environment.
- Excellent written and verbal communications skills with emphasis on translating non-technical concepts to technical audiences and vice versa. Outstanding numeric, verbal, written, presentation, logic, and analytical skills.
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Familiarity with PBM business model (plans, programs, and practices) as well as pharmaceutical practices (nomenclature, medications) helpful.
Reasoning Ability
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
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Ability to define problems, collect data, establish facts, and draw valid conclusions.
Mathematical Skills
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
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Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Language Skills
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Composure
Decision Quality
Organizational Agility
Problem Solving
Customer Focus
Drive for Results
Peer Relations
Time Management
Dealing with Ambiguity
Learning on the Fly
Political Savvy
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).
Work Location
This position works on-site at either the Tempe, AZ or Plymouth, MI office location or from a remote location with management approval based on business requirements). Must provide adequate support to internal clients; be available for regular interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as be available to facilitate effective decisions through collaboration with stakeholders.
Working Hours
This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonably meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, at weekends or on holidays as required. Work hours may be changed from time to time to meet the needs of the business. Typical core business hours are Monday through Friday from 8:00am to 5:00pm.
Travel
This position requires domestic travel of up to 10% of the time.
Medical / Dental / Vision / Wellness Programs
Paid Time Off / Company Paid Holidays
Incentive Compensation
401K with Company match
Life and Disability Insurance
Tuition Reimbursement
Employee Referral Bonus
To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers
MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.
To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
