Job Description:

Analyst, Care Team Capacity

The Care Team Capacity Analyst is responsible for the day-to-day tactical execution of care team capacity planning and real-time queue oversight. The Analyst ensures that our members receive timely care by monitoring "live" task queues, identifying staffing gaps, and re-routing work to ensure care team delivery pods are operating at peak efficiency. The Analyst is a data-driven problem solver who balances the technical requirements of workforce management with an understanding of the human needs of our care teams and members.

Responsibilities:

Real-Time Queue & Task Monitoring

• Active Oversight: Perform continuous monitoring of care team delivery pod queues, ensuring that tasks are moving through the workflow and alerting leadership to potential bottlenecks. 

• Inbox Management: Support and task care teams based upon athena messages

• Task Assignment: Re-assigns tasks in real-time based on current staffing levels, priority of member needs, and pod capacity.

• Membership Management: Creates lists of members for assignment based upon common gaps or tasking needs. Oversees administrative duties in platforms for eligibility and member management

• Intraday Management: Adjusts daily schedules and coverage plans to account for unplanned absences or surges in member outreach.

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Operational Reporting & Analysis

• Performance Tracking: Executes daily and weekly "control reporting" to track key metrics such as response times, task aging, and pod utilization rates.

• Trend Identification: Analyzes data signals to identify recurring operational gaps, providing the WFM Manager with actionable insights for long-term staffing adjustments.

• Data Integrity: Ensures all workforce data within the WFM tools and is accurate and reflects current care team structures.

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Coordination & Support

• Sprint Support: Executes the administrative and data-tracking components of local market "sprints" or operational initiatives.

• Team Liaison: Acts as a point of contact for frontline staff regarding schedule updates, shift swaps, and coverage inquiries.

• Connects with payor partners and members regarding enrollment status. Trains market stakeholders and staff at large in the disenrollment process and member management workflow.

• Coordinates pending disenrollments with care teams.

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Success Metrics

• Queue Health: Maintenance of task aging and response times within the target "Green" zone for assigned pods.

• Reporting Accuracy: Timely delivery of daily/weekly performance reports with 100% data reliability.

• Membership Data Fidelity: Clarity and accuracy of membership data driving workforce management 

• Coverage Stability: Minimal "uncovered" intervals due to proactive intraday adjustments.

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Requirements:

Functional Knowledge & Experience

• Bachelor's degree

• 3+ years of experience in workforce management, operations, or data analysis (Healthcare or Startup experience preferred).

• WFM Tooling: Proficiency with workforce management platforms 

• Analytical Skills: Intermediate Google Sheets skills (VLOOKUPs, Pivot Tables). Ability to interpret data dashboards and translate numbers into operational "stories."

• Problem Solving: Ability to solve moderate-to-complex problems independently, such as resolving scheduling conflicts or technical queue errors.

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Behavioral Competencies 

• Results Driver: You take ownership of your daily tasks, using data to monitor your own progress and escalating issues before they become member-facing problems.

• Member Advocate: You understand that every data point represents a member; you drive efficiency to ensure members get the support they need faster.

• Growth Agent: You adapt quickly to new tools and processes, maintaining a positive attitude during operational shifts or market changes.

• Team Builder: You work collaboratively with cross-functional partners, providing clear and helpful information to care team members regarding their schedules and tasks.