Resp & Qualifications
PURPOSE
The Senior Analyst, FP&A Workforce Planning & Operations Analytics develops longrange operational forecasts, workforce capacity models, and analytical tools that guide staffing, budgeting, and servicelevel decisions. The role combines financial planning, data analytics, and workforce modeling to deliver clear insights that optimize staffing and labor costs. This position is ideal for a datasavvy analyst looking to deepen FP&A and operational strategy experience while applying advanced technical skills (SQL, Excel, Python, Power BI, MS Fabric/Azure)
ESSENTIAL FUNCTIONS:
Forecasting & Demand Modeling:
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Develop driver-based demand forecasts using enrollment, product changes, seasonality, regulatory shifts, digital adoption, and other operational trends/drivers.
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Translate business growth (membership, product launches, group movement) into actionable operational workload across all teams in operations such as Call center, Claims, Enrollment, Billing, SIU etc.
- Provide forecasting insights, variances, and scenarios for Operations and Finance.
Workload, Efficiency & Capacity Modeling
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Model AHT, processing time, productivity, case duration, and other efficiency metrics across workflows.
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Convert workload into monthly/quarterly FTE requirements incorporating shrinkage, utilization, attrition, and rampup curves.
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Apply Erlang C or equivalent methods to ensure staffing meets servicelevel targets (Average Speed of Answer / Service Level).
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Build Base/High/Low staffing scenarios for budget planning.
Governance, Collaboration & FP&A support
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Lead monthly forecast refreshes of models and contributes to quarterly capacity planning reviews with Operations, Finance, and Workforce Management.
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Translate staffing needs into laborcost forecasts for monthly outlooks, quarterly forecasts, and annual budget.
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Partner with Workforce Management, Finance, Ops and HR to align hiring plans and staffing strategy.
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Performs MAPE (Mean Absolute Percentage Error) back testing of the models, variance analysis, and data reconciliation across systems.
Analytical Insights & Reporting Solutions:
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Ingest and transform data from multiple systems to support accurate and timely forecasting and capacity planning by using SQL, Python, and other analytical tools.
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Build clear, insightdriven dashboards and reports (Power BI & Excel) that highlight demand trends, staffing needs, servicelevel risks, and financial impacts.
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Maintain a structured Data Dictionary to ensure consistent definitions for volumes, AHT, FTE, shrinkage, and other key planning metrics across Operations, HR, Finance, and Workforce teams.
AdHoc & Strategic Projects:
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Support special analytical projects across FP&A, Operations, Cost of Care, and other healthinsurance business functions.
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Provide deep dive insights into operational efficiency, productivity, digital adoption, and performance improvements.
SUCCESS INDICATORS:
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Forecast accuracy (MAPE) within target.
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Staffing variance maintained within 5%.
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High adoption of dashboards and modeling outputs.
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Ontime delivery of FP&A and operational planning insights.
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Demonstrated partnership across Operations, HR, Finance, Workforce management and other relevant stakeholders.
SUPERVISORY RESPONSIBILITY:
Position does not have direct reports but is expected to assist in guiding and mentoring less experienced staff. May lead a team of matrixed resources.
QUALIFICATIONS:
Education Level: Bachelor's Degree in Finance, Business Administration or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Experience: 5 years experience in a finance or analytical role within the finance sector or quantitative analysis
Preferred Qualifications:
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MBA/MS, preferably in a quantitative and analytical discipline. Specific experience building Excel-based financial models. Understanding of healthcare marketplace dynamics and healthcare financial and operational reporting.
- Strong proficiency in SQL, Excel, Power BI, Python and Azure/MS Fabric
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Familiarity with ETL/ELT workflows and BI semantic layer design.
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Ability to model complex datasets and translate findings into actionable insights.
Knowledge, Skills and Abilities (KSAs)
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Ability to manage long-term projects meeting deadlines and ensuring compliance.
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Ability to prepare ad-hoc analysis, experience studies and reports.
Must demonstrate flexibility, innovation and problem-solving skills and resourcefulness. -
Ability to express technical and financial analysis in a clear, concise manner on both written and oral form.
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Strong mathematical acumen with a solid understanding of financial and accounting principles.
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Excellent communication and influencing skills, able to interface with senior leaders in the business.
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Proficient in Excel, VBA, PowerPoint, and data analysis software (e.g., SAS, Access).
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Good analytical skills, highly detail oriented and a thorough understanding of general economic theory as it relates to the lending and business environment., Advanced
Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
Salary Range: $81,000 - $160,875
Salary Range Disclaimer
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
Department
Financial Planning & Analysis
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
PHYSICAL DEMANDS:
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship
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