Analyst II, Workforce Management

Hi, we're Oscar. We're hiring an Workforce Management Analyst to join our Clinical Operations team.

Oscar is the first health insurance company built around a full stack technology platform and a relentless focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

About The Role

You will be responsible for real time monitoring of volume, staff performance, and systems as well as decision making authority to re-balance resources to achieve daily KPI success. You will focus on overall staffing and organizational analysis/optimization.

You will report into the Director, Clinical Operations.

Work Location

This position is based in our Tempe, Arizona office, requiring a hybrid work schedule with 3 days of in-office work per week. Thursdays are a required in-office day for team meetings and events, while your other two office days are flexible to suit your schedule.

Pay Transparency

The base pay for this role is: $56,880- $74,655 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

Perform constant real-time monitoring of incoming volume, performance, pace to plan, and service level for multiple queues and work areas

Maintain understanding of business priorities and requirements and an expert understanding of Oscar's teams and systems

Make real-time decisions related to rebalancing staffing, adjusting queues and schedules to meet operational targets

Conduct retrospective analysis of staffing data to optimize and improve outcomes.

Be the primary point of contact regarding factors that impact staffing and service levels and same-day requests

Compliance with all applicable laws and regulations

Other duties as assigned

Requirements

2+ Years experience in workforce management, scheduling, or production planning within healthcare

2+ Years experience using volume and production rate to determine capacity needs and create daily plans

2+ Years experience performing data analysis and identifying root cause

2+ Years experience with MS Excel (Pivot Tables, Formulas, etc.)

Bonus Points

1+ Years Experience using WFM tools (NICE, InContact, Five9, Verint, etc.)

1+ years experience in real-time workforce analysis

Experience Creating & Utilizing Iex / Cxone / Incontact Reports

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At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.

Pay Transparency

Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience.

Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.

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Reasonable Accommodation

Oscar applicants are considered solely based on their qualifications, without regard to applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team (accommodations@hioscar.com) to make the need for an accommodation known.

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