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Job Details

Patient Support Workforce Management Analyst - Per Diem


Laboratory Management


Poughkeepsie, New York, United States

Optum in the tri-state region (formerly CareMount Medical, ProHEALTH New York and Riverside Medical Group) offers an interconnected network that enables us to work collaboratively to better coordinate care among our doctors and care teams. Together, we offer you and your family access to more than 2,100 providers, representing 70 specialties, working in 360 medical practices and more than 55 urgent care locations across New York, New Jersey, and Southern Connecticut. For more information, visit

ProHealth is one of the largest private multi-specialty medical practices in the Northeast and has been serving the health needs of Long Island and the Greater New York Metropolitan area since 1997. With over 900 providers in 300 locations, our goal is to provide quality health care to ensure that our patients get the right care at the right time.

At Optum, we are transforming healthcare nationally while providing physician-led care locally. Work with the largest care delivery organization in the world and start doing your life's best work.(sm)

The Patient Support Workforce Management Analyst (WFM) is responsible for payroll processing and all WFM tasks; including: analyzing center and specialist performance; generating and overseeing schedules and schedule adherence; monitoring WFM key performance indicator (KPI) metrics and preparing and distributing operational reports.

Primary Responsibilities:

  • Develop and drive schedule efficiency by aligning forecast volumes and arrival patterns to achieve service level commitments
  • Perform ongoing analysis of staffing and efficiency to ensure proper coverage to all skills
  • Schedule, reschedule, and optimize team meetings, one on ones, trainings, and various offline activities
  • Review and process schedule change requests.  Conduct and communicate bidding process for shifts, holidays, and update appropriate data bases as needed
  • Identify and anticipate key drivers of volume spikes, making appropriate schedule recommendations to maintain SLA and ASA targets
  • Interface with Leadership regarding factors that impact staffing and service levels
  • Identify in real-time: reasons for SLA drops, specialist-state anomalies, and trends
  • Proactively communicate recommendations that provide improve processes and optimize efficiencies
  • Monitor/adjust queues, specialist utilization, and same-day staffing to ensure service levels and staffing needs are met
  • Manage and maintain Call-Out line and monitor/report schedule adherence incidents to Supervisors
  • Ensure employees’ time is accurately recorded by reviewing every timecard.  Resolve errors such as missed punches, meal break adjustments, and correct premium code, etc
  • Receive and process employee time off/sick requests and ensure time is accounted for and entered correctly
  • Approval of an employee’s timecard at the end of each pay period

Performance Requirements:

  • Knowledge of telecommunication system and call management application(s) (Cisco Finesse, CUIC) and Workforce management software used to manage schedules, work flow and statistical data
  • Proficiency in forecasting, planning, scheduling, benchmarking and trending experience to optimize performance
  • Ability to summarize, visualize, and present data
  • Knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA
  • Proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks
  • Possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
  • Possess solid communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
  • Ability to manage a range of tasks and prioritize responsibilities and meet deadlines
  • Self-starter and able to work independently as well as function effectively as a member of a team
  • Ability to handle pressure and work effectively in a fast-pace environment and handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow

Typical Physical Demands:

  • Work requires sitting for long periods of time
  • Requires extensive use of office equipment including computer, telephone, and telephone headset

Typical Working Conditions:

  • Work is performed in a large, multi-occupancy contact center environment utilizing cubicles
  • Involves frequent phone contact with patients
  • Work may be stressful at times, and interaction with others is ongoing throughout the day

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • Bachelor’s degree in mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, combined with 1+ years of call center experience
  • 1+ years of related experience including clinical/data entry and staffing, scheduling, or payroll processing, preferably in a healthcare or service industry
  • Experience supporting a remote workforce highly desired
  • PC proficiency with Microsoft Office and Outlook
  • Demonstrates solid analytic skills
  • Proven ability to work from the office; while maintaining safe social distancing standards
  • Proven ability to effectively communicate with multiple levels of managements
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

CareMount Medical, ProHEALTH Care Associates, and Riverside Medical Group (the “Practices”) are all physician owned and led practices having complete authority for all medical decision-making and patient care through their physicians and other licensed professionals. Optum, through its management organizations (“Optum”) provides non-clinical administrative services to support the Practices and their physicians. Neither Optum nor its management companies employ, engages, or supervises physicians or other licensed professionals, or determines or sets the methods, standards, or conduct of the practice of medicine or health care provided by the Practices or by any of their licensed professionals. “Part of Optum” reflects that the Practices are part of Optum’s effort to support forward-thinking physician practices in helping their patients live healthier lives.

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.