Workforce Planning Analyst (Case Management)

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

What You'll Be Doing:

As a Workforce Planning Analyst focusing on case management, you will be working in a fast-paced environment, having the opportunity to support team leaders developing staff schedules, collecting staff performance and customer data, reviewing and analyzing relevant data to identify opportunities, and preparing workforce analysis reports for company leadership. The mission of the Workforce Department is to be trusted business advisors contributing collaboratively to support team leaders. **Candidate selected must be able to work Wednesday-Sunday shift.

What You Will Be Doing:**

• Monitor call center resources and workloads real-time to ensure Inbound, Clinical Case Work and Back Office client specific performance guarantee targets and service performance goals are achieved by optimizing resources

• Forecast weekly, daily and Interval Inbound, Clinical Case Volumes, and Back Office workloads based on historical trends and key business drivers to determine staffing needs and employee schedules required to achieve client specific performance guarantee targets and service performance goals

• Work closely with the leadership of Inbound, Clinical Reviewers and Back Office teams on optimization of Workforce Engagement tools (Workforce, Performance, Quality, Telephony)

• Ensuring the accuracy and timeliness of WFM reporting of team and overall performance reporting for both internal and external distribution.

Qualifications - Required and Preferred:

• High School diploma or equivalent - Required

• 2 years of Workforce Planning (WFM) experience in Healthcare Compliance, preferably Utilization Review Licensure - Preferred

• 5 years of Contact Center or Workforce Planning experience - Required

• Possesses a high level of accountability in the achievement of client specific performance guarantee targets and internal service performance goals - Required

• Must have ability to work in a fast-paced environment while managing multiple tasks - Required

• Experience with Genesys Cloud and/or NICE Workforce platforms - Preferred

• Experience with Excel spreadsheets, ACD reporting, forecasting methodologies and tools - Required

• Ability to work with different teams in the organization to meet the filing requirements and timelines - Required

• Experience with accreditation agencies - Preferred

To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID. We conduct identity verification during interviews, and final interviews may require onsite attendance. All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. The use of artificial intelligence tools during interviews is prohibited and monitored. Misrepresentation will result in immediate disqualification from consideration.

Technical Requirements:

We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router.

Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact [email protected] for further assistance.

The expected base salary/wage range for this position is $55,000. As part of our total compensation package, Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.

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