Description

Company: Oak Street Health

 Title: Associate II, Workforce Management 

Location: Downers Grove, IL

The base salary offered will range between $55,000 - $165,000 and will depend on a variety of factors, including, but not limited to, the qualifications of the applicant, years of relevant experience, level of education attained, certifications or other professional licenses held, other business and organizational needs, and if applicable, the location from which the applicant will be performing the job. The total compensation package for this position includes bonus and benefits such as health care, 401(k) plan, Employee Stock Purchase Plan (ESPP), life insurance, disability insurance, and more.

 Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients' communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.

For more information, visit www.oakstreethealth.com.

Role Description:

The Workforce Analyst role is critical to the success of the call center by coordinating all the call center rep resources with the calling demands.  This role is instrumental in ensuring appropriate levels of staffing to meet the business's needs. Reports to the Workforce Management manager.

Core Responsibilities:

 Monitor and respond to Real Time Adherence (RTA), queue activity, and service levels

Analyze intraday and historical performance to respond/plan appropriately in order to achieve operational service goals

Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options

Collaborate with internal customers;  teams, departments, and contact center leadership to identify opportunities for improvement of resource utilization and to achieve service goals

Work with leadership to determine agent adherence to schedule and agent performance criteria.  Administer and report on such criteria.

Run the shift bidding process

Administer the schedule and the day to day exception processes; approve and process time away requests, training and meeting requests

Create and design ad hoc reports for data pertaining to agent scheduling, call volumes, agent performance

Analyze, determine and communicate work/training schedules for agents to leadership

Assign new hire schedules for onboarding agents

Identify and determine required staffing based upon volume and make recommendations for improvements

Determine, document and escalate concerns on agent performance to management

Assist in reviewing overtime and staff release determinations

Other duties, as assigned

 What are we looking for?

Ability to work independently as well as with a team

3-5 years of workforce experience

Analytical and strategic thinker

Demonstrated attention to detail and willingness to get into the detail to get the job done

Ability to multitask and successfully operate in a fast paced, team environment

Must adapt well to change and successfully set and adjust priorities, as needed

IEX experience is a plus 

US work authorization

Someone who embodies being 'Oaky'

What does being 'Oaky' look like?

 Radiating positive energy

Assuming good intentions

Creating an unmatched patient experience

Driving clinical excellence

Taking ownership and delivering results

Being scrappy

Why Oak Street?

Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

Collaborative and energetic culture

Fast-paced and innovative environment

Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.