Workforce Analyst - CPAS

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY
Works under minimal direction to provide effective human resource planning to Centralized Patient Access Services (CPAS). This role will create, maintain, and leverage Workforce Management (WFM) solutions to deliver the appropriate level of service to UT Southwestern patients within a contact center environment. The analyst must have a clear and working understanding of the inter-relationships between staffing, scheduling, and the contact distributions of the work product.

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education

Bachelor's Degree in Business Administration, Management Information Systems, Healthcare or quantitative field

• Experience

5 years of experience in either healthcare data analysis or in contact center operations

Preferred

• Experience

Strong knowledge of contact center operations preferred.

JOB DUTIES

• Manages the telecommunications technology platform including detailed daily oversight of customer service levels to partner with CPAS leadership in ensuring consistent service delivery.
• Ensures that all CPAS telecommunications configuration, phone tree routing, receiving staff hunt groups, and associated staff skills are maintained to safeguard successful call routing across large institutional contact center.
• Conducts analysis of UT Southwestern CPAS patient call volumes with a high degree of accuracy: interval, daily and monthly call volumes, handle times, and service metrics. With such forecasting, makes recommendation for operational adjustments in order to maintain key performance metrics. Utilizes forecast models that accurately predict contact center events to determine staffing and programmatic design.
• Develops and utilizes WFM tools to determine staff requirements. Collaborates with management team and internal customers on impact on levels of service and analysis for various proposals and future initiatives.
• Participates on multidisciplinary teams and provides comprehensive analytical support for performance improvement initiatives. Identifies process issues, determines root cause, coordinates with various contact center team members, clinical leaders, IR and other stakeholders to resolve effectively.
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT

Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.