Workforce Analyst

April 3

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Ride Health

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Ride Health is a company that partners with healthcare organizations and transportation providers to manage transportation benefits and improve access to care and social services for complex populations. The company provides an integrated transportation solution that connects stakeholders through a HIPAA-compliant cloud-based platform, automating ride coordination while allowing seamless integration with existing systems. Ride Health's services include real-time ride coordination, COVID-19 patient transport, contact tracing, and additional services like food delivery and staff transport. Their network covers a national scale, providing non-emergency medical transportation (NEMT) across public transit, rideshare, taxi, and other transportation providers. Ride Health aims to enhance clinical trials, improve patient access to healthcare, and reduce barriers to care, thus supporting both urban and rural communities.

Healthcare • Transportation • Technology • Care Management

11 - 50 employees

⚕️ Healthcare Insurance

🚗 Transport

🏢 Enterprise

📋 Description

• Who We Are: • Ride Health removes the transportation barriers that keep our most vulnerable populations from accessing health care. Ride Health partners with healthcare organizations and transportation providers to strengthen enterprise transportation programs and drive intelligent transitions of care. We blend technology and data with a human approach to break down access barriers and solve some of the biggest transportation challenges that care coordinators, providers, and payers face. Our platform maps out each patient’s unique needs and preferences for the best ride experience across clinical and social needs, ensuring greater access, improved efficiencies, lower costs, and better outcomes. • Who We’re Hiring: • We are seeking a detail-oriented and analytical Workforce Analyst to support our contact center operations. This role is critical in ensuring optimal staffing levels, improving efficiency, and maintaining service level goals. The ideal candidate will have experience using Five9 or similar workforce management (WFM) tools and a strong background in forecasting, scheduling, and real-time monitoring.

🎯 Requirements

• Utilize Five9 (or other WFM tools) to develop and manage agent schedules, ensuring proper coverage to meet service level agreements (SLAs). • Forecast staffing needs by analyzing historical data, call volume trends, and seasonal fluctuations to recommend hiring and staffing adjustments. • Monitor real-time adherence, call queues, and agent performance to ensure optimal efficiency, making intraday adjustments as needed. • Provide data-driven recommendations on workforce optimization, scheduling strategies, and cost-effective staffing solutions. • Collaborate with leadership to develop and implement best practices for workforce planning and capacity management. • Generate and maintain workforce reports, dashboards, and key performance indicators (KPIs) to track trends and identify areas for improvement. • Serve as a subject matter expert on workforce management tools, processes, and reporting. • Work closely with the contact center director to align hiring strategies with business needs. • Identify opportunities for automation and process improvements to enhance operational efficiency. • Assist in developing and maintaining workforce policies, including time-off approvals, shift bids, and adherence expectations. • Make intra-day adjustments to staffing and skilling as needed, coordinating voluntary time off (VTO), overtime (OT), and shift/skill changes to address fluctuations in volume or agent availability. • Administer agent time-off requests based on defined processes and capacity allowances. • Contribute to process improvement initiatives related to workforce planning, scheduling, and real-time management.

🏖️ Benefits

• Competitive compensation $55,000 - $60,000 annually. plus a rich benefits offering • Career advancement opportunities • Fully remote - skip the commute • Unlimited Paid Time Off • Medical, Dental, and Vision insurance - Employee coverage 100% company paid! • Multiple great coverage options offered for employees and dependents with generous company contribution and quick eligibility • TalkSpace, Healthy Advocate EAP, Teledoc, One Medical, KindBody - all company provided • Life insurance, short-term disability, long-term disability - again, all paid for by Ride Health • 401k retirement savings plan with 4% fully vested employer match right out of the gate • Fully paid parental leave after 6 months of employment • And we're always looking to add more...