Workforce Business Analyst I (69532)

Description

Curana Health is a provider of value-based primary care services for the senior living industry, including skilled nursing facilities, assisted & independent living communities, Memory Care units, and affordable senior housing sites. Our 1,000 clinicians serve more than 1,500 senior living community partners across 34 states, and Curana participates in various innovative CMS programs (including owned-and-operated Accountable Care Organizations and Medicare Advantage plans). With rapid year-over-year growth since our founding in 2021, Curana is setting a new standard in innovative care delivery for seniors with high-risk, complex clinical needs, many of whom have been historically underserved by the health care system. Our mission: To radically improve the health, happiness and dignity of senior living residents.

Job Summary:

This position will primarily oversee queue management, daily scheduling, and reporting metrics for our medical group facilities. This will also include tasks such as planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free continuous workflow project for our organization. In addition, the position will also oversee various functions, including all aspects of workforce development, platform enhancement, and documentation of technology process-workflow optimization for all Curana Health Plan queues.

Responsibilities:

• Ensure service level targets are met; maintain the right headcount and calculate call capacity.
• Responsible for the maintenance and upkeep of scheduling software
• Undertake majority of call forecasting and agent scheduling for the contact center
• Monitor Contact Center telephony platforms.
• Manage scheduling, queue performance, time off tracking, rerouting of calls to other users.
• Queue management of document intake related to return mail and coordinating outbound efforts for updating and retaining member and provider data
• Implementation, workflows, and managing recent technologies.
• Manage and delegate tasks to other lines of business, i.e., outbound projects, aiding oversight of outbound volumes for various projects.
  
  

Knowledge And Skills Requirements:

• Applicants for the workforce analyst position require a High School Diploma or bachelor’s degree in mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, or 1-3 years of call center workforce experience.
• Proficient with Microsoft Excel and Office
• Contact Center Telephony Software
• Able to troubleshoot various tech platforms as it pertains to the contact center telephony and other products.
• Must possess analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team.
• Ability to manage pressure and require the ability to work effectively in a fast-paced situation and to manage stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
  
  
  

Curana Health is dedicated to the principles of Equal Employment Opportunity. We affirm, in policy and practice, our commitment to diversity. We do not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable or state law, genetic information, or any other characteristic protected by applicable federal, state and local laws and ordinances.

The EEO policy applies to all personnel matters as outlined in our company policy including recruitment, hiring, transfers, and general treatment during employment.

• The company is unable to provide sponsorship for a visa at this time (H1B or otherwise).
  
  
  

Curana Health is a provider of value-based primary care services for the senior living industry, including skilled nursing facilities, assisted & independent living communities, Memory Care units, and affordable senior housing sites. Our 1,000 clinicians serve more than 1,500 senior living community partners across 34 states, and Curana participates in various innovative CMS programs (including owned-and-operated Accountable Care Organizations and Medicare Advantage plans). With rapid year-over-year growth since our founding in 2021, Curana is setting a new standard in innovative care delivery for seniors with high-risk, complex clinical needs, many of whom have been historically underserved by the health care system. Our mission: To radically improve the health, happiness and dignity of senior living residents.

Knowledge And Skills Requirements:

• Applicants for the workforce analyst position require a High School Diploma or bachelor’s degree in mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, or 1-3 years of call center workforce experience.
• Proficient with Microsoft Excel and Office
• Contact Center Telephony Software
• Able to troubleshoot various tech platforms as it pertains to the contact center telephony and other products.
• Must possess analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team.
• Ability to manage pressure and require the ability to work effectively in a fast-paced situation and to manage stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
  
  
  

Curana Health is dedicated to the principles of Equal Employment Opportunity. We affirm, in policy and practice, our commitment to diversity. We do not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable or state law, genetic information, or any other characteristic protected by applicable federal, state and local laws and ordinances.

The EEO policy applies to all personnel matters as outlined in our company policy including recruitment, hiring, transfers, and general treatment during employment.

• The company is unable to provide sponsorship for a visa at this time (H1B or otherwise).
  
  
  

Description

Curana Health is a provider of value-based primary care services for the senior living industry, including skilled nursing facilities, assisted & independent living communities, Memory Care units, and affordable senior housing sites. Our 1,000 clinicians serve more than 1,500 senior living community partners across 34 states, and Curana participates in various innovative CMS programs (including owned-and-operated Accountable Care Organizations and Medicare Advantage plans). With rapid year-over-year growth since our founding in 2021, Curana is setting a new standard in innovative care delivery for seniors with high-risk, complex clinical needs, many of whom have been historically underserved by the health care system. Our mission: To radically improve the health, happiness and dignity of senior living residents.

Responsibilities:

• Ensure service level targets are met; maintain the right headcount and calculate call capacity.
• Responsible for the maintenance and upkeep of scheduling software
• Undertake majority of call forecasting and agent scheduling for the contact center
• Monitor Contact Center telephony platforms.
• Manage scheduling, queue performance, time off tracking, rerouting of calls to other users.
• Queue management of document intake related to return mail and coordinating outbound efforts for updating and retaining member and provider data
• Implementation, workflows, and managing recent technologies.
• Manage and delegate tasks to other lines of business, i.e., outbound projects, aiding oversight of outbound volumes for various projects.
  
  

Knowledge And Skills Requirements:

• Applicants for the workforce analyst position require a High School Diploma or bachelor’s degree in mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, or 1-3 years of call center workforce experience.
• Proficient with Microsoft Excel and Office
• Contact Center Telephony Software
• Able to troubleshoot various tech platforms as it pertains to the contact center telephony and other products.
• Must possess analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team.
• Ability to manage pressure and require the ability to work effectively in a fast-paced situation and to manage stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
  
  
  

Curana Health is dedicated to the principles of Equal Employment Opportunity. We affirm, in policy and practice, our commitment to diversity. We do not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable or state law, genetic information, or any other characteristic protected by applicable federal, state and local laws and ordinances.

The EEO policy applies to all personnel matters as outlined in our company policy including recruitment, hiring, transfers, and general treatment during employment.

• The company is unable to provide sponsorship for a visa at this time (H1B or otherwise).
  
  
  

Curana Health is a provider of value-based primary care services for the senior living industry, including skilled nursing facilities, assisted & independent living communities, Memory Care units, and affordable senior housing sites. Our 1,000 clinicians serve more than 1,500 senior living community partners across 34 states, and Curana participates in various innovative CMS programs (including owned-and-operated Accountable Care Organizations and Medicare Advantage plans). With rapid year-over-year growth since our founding in 2021, Curana is setting a new standard in innovative care delivery for seniors with high-risk, complex clinical needs, many of whom have been historically underserved by the health care system. Our mission: To radically improve the health, happiness and dignity of senior living residents.

Knowledge And Skills Requirements:

• Applicants for the workforce analyst position require a High School Diploma or bachelor’s degree in mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, or 1-3 years of call center workforce experience.
• Proficient with Microsoft Excel and Office
• Contact Center Telephony Software
• Able to troubleshoot various tech platforms as it pertains to the contact center telephony and other products.
• Must possess analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team.
• Ability to manage pressure and require the ability to work effectively in a fast-paced situation and to manage stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
  
  
  

Curana Health is dedicated to the principles of Equal Employment Opportunity. We affirm, in policy and practice, our commitment to diversity. We do not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable or state law, genetic information, or any other characteristic protected by applicable federal, state and local laws and ordinances.

The EEO policy applies to all personnel matters as outlined in our company policy including recruitment, hiring, transfers, and general treatment during employment.

• The company is unable to provide sponsorship for a visa at this time (H1B or otherwise).