Opportunity overview

Cohere Health is simplifying healthcare for patients, their doctors, and all those who are important in a patient’s healthcare experience.  Our focus is to enable an efficient, transparent patient journey where patient goals are central to decision-making.

We are a mission-driven and fast-growing company obsessed with eliminating the wasteful friction patients and doctors experience, particularly for diagnoses that require expensive procedures or medications.  To that end, we build products and services that ensure the appropriate plan of care is understood and expeditiously approved, so that patients and doctors can focus on health, rather than payment or administrative hassles.

The Workforce Management Analyst position is a crucial role in our organization as business needs change quickly — in this role you are responsible for performing a full range of activities that will positively impact the organization and contribute to guiding the service operations delivery model.

This position is a business support role, you will be tasked with operationalizing daily task functions within our service operations such as daily workflows (volume, production, headcount, scheduling, etc), interval reporting, variance tracking, and queue management. You will be responsible for providing key insights into leading indicators of business performance – as well as through analytics, explaining how processes and services could be optimized. You may be asked to contribute to the building of process flows and iterating on operational processes. The WFM Analyst will provide key operational support by managing daily work queues and assisting in trend analysis. You may be asked to champion niche projects and then take on a completely unfamiliar challenge a couple months later. This position is always evolving. We encourage you to be authentic and think about how your strengths and interests align with our mission.  You will need to be an agile thinker and able to work in an environment that is in flux. This is a position that offers the ability to make a substantive mark on the organization/operations structure of an up and coming company with exponential growth opportunity.

What will you do

  • Manage real-time, skilling (call-assignment strategy to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent.), and queue management to ensure services levels are being obtained
  • Create and maintain a system to notify leadership of staffing inefficiencies or adherence issues promptly to expedite appropriate actions
  • Increase staffing levels or modify call routing to increase service levels
  • Adjust intraday and future day event schedules based upon real-time business factors and direction change
  • Manage employee information changes by maintaining the agent database within the workforce management system you will help develop
  • Conduct, in partnership with others, schedule realignment activities
  • Conduct daily meetings with call center management to review trends and impact analysis on performance and service level
  • Adjust and optimize breaks, lunches, and events as appropriate
  • Recommend and manage voluntary time off and overtime scheduling when necessary
  • Track, analyze and report on call center/agent performance including trends utilizing reports from a variety of systems
  • Manage, in accordance with policies and documented procedures, time off approval and schedule adjustments
  • Analyze and report historical data and trends
  • Aid in development and improvement of processes and procedures
  • Assist in the creation of process flows
  • Risk remediation and opportunity identification with strong emphasis on solutions
  • Develop high quality decks and presentation materials for presentation to leadership on an as needed basis

Your competencies

  •   Strong communication skills, able to take unstructured information and structure it
  •   Flexibility and agility, works well in ambiguous situations, clear understanding of an early stage startup environment
  •   Ability to work cross functionally across remote teams
  •   Experience with scheduling forecasting and evaluating call trends, staffing and intraday assessments
  •   Intellectual curiosity with a strong desire to understand a problem and work it to a viable solution
  •   Experience with workforce management such as skilling, maintaining workqueues, service levels are maintained, etc
  •   Experience creating process flows, P&P’s, Job Aides and training material
  •   Thrive in a fast paced, self directed environment
  •   Highly organized

Your background

  • 3+ Years Operations experience in a Contact Center/Production environment
  •   Healthcare experience a plus
  •   Proficient in using a Mac
  •   Proficient in real time adherence management 
  •   Proficient in New Voice Media (AKA Vonage)  phone system platform preferred
  •   Some familiarity with Workforce Management Platforms
  •   Some familiarity with Salesforce
  •   Proficient in Lucid Charts (Excellence in Vizio can be substituted here)
  •   Proficient in G suite applications (Expert skills in Excel can be substituted for sheets)
  •   Demonstrated track record of working on projects related to continuous improvement and change management
  •   Experience in Data Analytics and in spreadsheet programs using formula functions to analyze data with an ability to build analysis from scratch making well reasoned assumptions sometimes having to triangulate across data sources
  •   Creation of reporting materials, training guides, etc,  that breaks complex processes and information into understandable and relatable terms
  •   Excellent communication skills both written and oral
  •   Proficient in developing presentations that tell a complete story
  •   Passionate about continuous process improvement, always actively seeking out practical solutions to challenging business problems
  •   You understand that this position is very fluid and the term “not my job” doesn’t exist
  •   You understand that this job is currently based in the greater Tampa Bay Area (Brandon area) and would require you to be in person often with some work at home opportunity
  •   Bachelor's degree in the following fields; Business, Management, Finance, Math, Healthcare or equivalent professional experience

We can’t wait to learn more about you and meet you at Cohere Health!

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