Workforce Management Analyst-Full-time Days
Northwestern Memorial Hospital, Chicago, IL, United States
Salary and Benefits
The salary range for this position is $25.38 - $31.72 (Hourly Rate). Placement within the salary range is dependent on several factors, such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is guided by the rules outlined in the collective bargaining agreement. We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well‑being while providing protection for unexpected life events. Please visit our Benefits section at jobs.nm.org/benefits to learn more.
Benefits
$10,000 Tuition Reimbursement per year ($5,700 part‑time)
$10,000 Student Loan Repayment ($5,000 part‑time)
$1,000 Professional Development per year ($500 part‑time)
$250 Wellbeing Fund per year ($125 for part‑time)
Matching 401(k)
Excellent medical, dental and vision coverage
Life insurance
Annual Employee Salary Increase and Incentive Bonus
Paid time off and Holiday pay
Description
The Workforce Management Analyst reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and regulatory and accreditation standards. The role provides analytical and operational improvement support to the Manager of Access, primarily facilitating call center data analysis, trends, and supporting materials to lead improvement efforts in patient access. Key responsibilities include maintaining and updating forecasts, analyzing and reporting on operational performance, and developing capacity plans to meet service level expectations across service centers within Access.
Responsibilities
Gather data using interviews, document analysis, surveys, site visits, business process description, workflow analysis, EDW reporting, Cisco/WFM software reporting, etc.
Critically evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high‑level information into details, abstract up from low‑level information to a general understanding and recommendation.
Create, monitor, and analyze data for forecasting projections, trend analysis, and decision‑making purposes.
Generate and maintain short‑, mid‑ and long‑term forecasts for call volume, call pattern, average handle time, staffing requirements, back office work and other business requirements for multiple skill groups utilizing the corporate data mart and workforce management software platform.
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.
Serve as the conduit between IT, Telecom and Access staff.
Effectively utilize and integrate enterprise‑wide requirement systems (EPIC, EDW, Cisco, NiCE, etc.).
Successfully manage and engage in multiple initiatives simultaneously.
Drive and challenge processes and operations assumptions of how they will successfully execute their plans.
Collaborate with key stakeholders to ensure that all KPIs are met.
Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection.
Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budgetary objectives.
Oversee proactive scheduling of discretionary activities such as training, meetings, and offline activities.
Monitor and coordinate activities to support operational performance management (e.g., service level, productivity, etc.).
Exception entry and intraday monitoring with the ability to identify and minimize coverage gaps by intraday modification.
Strategically identify need for modification of current or additional call queues.
Prepare multiple scenario analyses across multiple business units during annual budget cycle.
Monitor daily transaction activity to ensure compliance with procedures.
Develop tools to support staff and enhance efficiency.
Perform other duties as assigned by Operations Coordinator, Manager, and Director.
Other non‑call center data and staffing analysis as needed.
Required Qualifications
Bachelor’s degree or equivalent experience.
Strong analytical and project management skills.
Strong computer skills (Word, Excel, PowerPoint).
Preferred Qualifications
Master’s degree.
Previous workforce management experience.
Knowledge and application in Cisco, Calabrio, or similar telephonic systems (Verint, NiCE, Avaya, Aspect, etc.).
Knowledge of SQL, Microsoft PowerBI or Tableau, and advanced proficiency in Excel.
Exceptional interpersonal skills.
Demonstrated customer service skills.
Excellent verbal and written communication skills.
Equal Opportunity
Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
Background Check
Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case‑by‑case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.
Artificial Intelligence Disclosure
Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.
Sign‑On Bonus Eligibility
Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign‑on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.
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The salary range for this position is $25.38 - $31.72 (Hourly Rate). Placement within the salary range is dependent on several factors, such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is guided by the rules outlined in the collective bargaining agreement. We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well‑being while providing protection for unexpected life events. Please visit our Benefits section at jobs.nm.org/benefits to learn more.
Benefits
$10,000 Tuition Reimbursement per year ($5,700 part‑time)
$10,000 Student Loan Repayment ($5,000 part‑time)
$1,000 Professional Development per year ($500 part‑time)
$250 Wellbeing Fund per year ($125 for part‑time)
Matching 401(k)
Excellent medical, dental and vision coverage
Life insurance
Annual Employee Salary Increase and Incentive Bonus
Paid time off and Holiday pay
Description
The Workforce Management Analyst reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and regulatory and accreditation standards. The role provides analytical and operational improvement support to the Manager of Access, primarily facilitating call center data analysis, trends, and supporting materials to lead improvement efforts in patient access. Key responsibilities include maintaining and updating forecasts, analyzing and reporting on operational performance, and developing capacity plans to meet service level expectations across service centers within Access.
Responsibilities
Gather data using interviews, document analysis, surveys, site visits, business process description, workflow analysis, EDW reporting, Cisco/WFM software reporting, etc.
Critically evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high‑level information into details, abstract up from low‑level information to a general understanding and recommendation.
Create, monitor, and analyze data for forecasting projections, trend analysis, and decision‑making purposes.
Generate and maintain short‑, mid‑ and long‑term forecasts for call volume, call pattern, average handle time, staffing requirements, back office work and other business requirements for multiple skill groups utilizing the corporate data mart and workforce management software platform.
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.
Serve as the conduit between IT, Telecom and Access staff.
Effectively utilize and integrate enterprise‑wide requirement systems (EPIC, EDW, Cisco, NiCE, etc.).
Successfully manage and engage in multiple initiatives simultaneously.
Drive and challenge processes and operations assumptions of how they will successfully execute their plans.
Collaborate with key stakeholders to ensure that all KPIs are met.
Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection.
Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budgetary objectives.
Oversee proactive scheduling of discretionary activities such as training, meetings, and offline activities.
Monitor and coordinate activities to support operational performance management (e.g., service level, productivity, etc.).
Exception entry and intraday monitoring with the ability to identify and minimize coverage gaps by intraday modification.
Strategically identify need for modification of current or additional call queues.
Prepare multiple scenario analyses across multiple business units during annual budget cycle.
Monitor daily transaction activity to ensure compliance with procedures.
Develop tools to support staff and enhance efficiency.
Perform other duties as assigned by Operations Coordinator, Manager, and Director.
Other non‑call center data and staffing analysis as needed.
Required Qualifications
Bachelor’s degree or equivalent experience.
Strong analytical and project management skills.
Strong computer skills (Word, Excel, PowerPoint).
Preferred Qualifications
Master’s degree.
Previous workforce management experience.
Knowledge and application in Cisco, Calabrio, or similar telephonic systems (Verint, NiCE, Avaya, Aspect, etc.).
Knowledge of SQL, Microsoft PowerBI or Tableau, and advanced proficiency in Excel.
Exceptional interpersonal skills.
Demonstrated customer service skills.
Excellent verbal and written communication skills.
Equal Opportunity
Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
Background Check
Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case‑by‑case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.
Artificial Intelligence Disclosure
Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.
Sign‑On Bonus Eligibility
Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign‑on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.
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