Curana Health is a provider of value-based primary care services exclusively for the senior living industry, including in nursing homes, assisted/independent living facilities, CCRC/life plan communities and affordable senior housing communities. Curana Health serves more than 1,100 senior living community partners across 30 states and participates in both the MSSP ACO, ACO Reach and Medicare Advantage programs with CMS. Backed by more than $300M in venture capital funding, the organization is poised to disrupt care delivery in senior living on a meaningful scale through innovative care models and applied analytics.

Job Summary:

This position will primarily oversee queue management, daily scheduling, and reporting metrics for our medical group facilities. This will also include tasks such as planning, creating, and communicating forecasts and schedules with goal of enabling a hassle-free continuous workflow project for our organization. In addition, the position will also oversee various functions, including all aspects of workforce development and optimization for all Curana Health queues.

Responsibilities:

• Ensure service level targets are met; maintain the right headcount and calculate call capacity.
• Responsible for the maintenance and upkeep of scheduling software
• Undertake majority of call forecasting and agent scheduling for the contact center
• Monitor Contact Center telephony platforms.
  • Manage scheduling, queue performance, time off tracking, rerouting of calls to other users.
• Implementation, workflows, and manage new technologies.
• Manage and delegate tasks to other lines of business, i.e., outbound projects, aiding delegation of outbound volumes for various projects.

Knowledge and Skills Requirements:

• Applicants for the workforce analyst position require a High School Diploma or bachelor’s degree in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, or 1-3 years of call center workforce experience.
• Proficient with Microsoft Excel and Office
• Contact Center Telephony Software
• Able to troubleshoot various tech platforms as it pertains to the contact center telephony and other products.
• Must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement.
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team.
• Ability to handle pressure and require the ability to work effectively in a fast-paced situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.

Curana Health is dedicated to the principles of Equal Employment Opportunity. We affirm, in policy and practice, our commitment to diversity. We do not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable or state law, genetic information, or any other characteristic protected by applicable federal, state and local laws and ordinances.

The EEO policy applies to all personnel matters as outlined in our company policy including recruitment, hiring, transfers, and general treatment during employment.