Note: The job is a remote job and is open to candidates in USA. Blue Cross and Blue Shield of Minnesota is a healthcare organization committed to helping people achieve their healthiest lives. The Senior Workforce Planning Analyst will lead strategic workforce planning for Case Management and Utilization Management operations, developing forecasts, capacity plans, staffing models, and operational analytics. The role partners with operational leaders to assess demand and capacity, identify risks, and recommend staffing actions that support service, quality, regulatory, and financial objectives.
Responsibilities
- Engage and partner with key stakeholders to develop capacity plans and forecast models to meet business goals, customer needs and financial commitments
- Provide actual and normalized forecast projections to vendors and schedulers
- Analyze and interpret historical call and inventory data to identify trends, patterns, and opportunities for the business
- Collaborate with WFM team to proactively recommend training, time-off, overtime, etc. based on the analysis of schedules and performance reports to uncover opportunities for efficiency
- Responsible for updating and maintaining operations call-volume and work inventory patterns that accurately validate forecasting methods
- Compose, lead and present weekly reviews of forecasts, capacity plans, shrinkage, and Key Performance Indicator (KPI) results and trends
- Develop resolutions to complex problems that frequently require advanced competency in WFM metrics and analysis, with an emphasis on back-office work loads
- Works closely with project team(s) to assess the impact of projects and initiatives on forecasts and the ability to deliver on set timelines provided
- Stay curious and keep up to date on the latest best-in-class workforce management solutions and methodologies
- Performs additional responsibilities consistent with the scope and level of the role, as assigned
Skills
- 5+ years of related customer service/operations support professional experience
- Bachelor's degree; in lieu of a degree, an additional two years of relevant experience beyond the qualifications listed above may be accepted
- Ability to work weekend shifts and holidays on occasion
- Experience supporting back-office, inventory-based, or workflow-driven operations where work is managed through queues, backlogs, cases, or work inventories
- Advanced Microsoft Excel skills, including Power Query, PivotTables, data modeling, and complex formulas
- SQL proficiency, including querying, joining and analyzing large datasets
- Experience with NICE CXone and/or NiCE IEX
- Healthcare operations experience, such as Case Management, Utilization Management, Prior Authorization, Claims, Appeals, or Care Management
- Power BI or other business intelligence and dashboarding tools
- Ability to analyze complex information, evaluate options, and work cross-functionally to drive resolution and prevent recurrence
- Ability to effectively organize work, balance competing priorities, and manage time across complex assignments and competing deadlines
- Understanding of health care industry
- Knowledge of business, operational and procedural knowledge of operations environments, and ability to identify improvements
- Ability to define problems, collect data, conduct accurate analysis, prepare reports, and draw valid conclusions
Benefits
- Fully remote work arrangement (teleworker)
- Medical, dental, and vision insurance
- Life insurance
- 401k
- Paid Time Off (PTO)
- Volunteer Paid Time Off (VPTO)
Company Overview
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