Workforce Analyst

Position Description

The Patient Access Network (PAN) Foundation is an independent, national 501 (c)(3) organization dedicated to helping federally and commercially insured people living with life-threatening, chronic, and rare diseases with the out-of-pocket costs for their prescribed medications. Partnering with generous donors, healthcare providers and pharmacies, PAN provides the underinsured population access to the healthcare treatments they need to best manage their conditions and focus on improving their quality of life. Since its founding in 2004, PAN has provided nearly 1 million underinsured patients with over $4 billion in financial assistance, through close to 70 disease-specific programs.

PAN is committed to recruiting a highly talented and diverse staff on the grounds of equal opportunity and non-discrimination. PAN offers a highly competitive benefits package, including medical, dental and vision coverage, a 401k with employer match, a flexible spending account, and more.

Under the supervision of the Senior Workforce Manager, the Workforce Analyst (WFA) will work in a call center environment, supporting all workforce management (WFM) tasks within the department. The WFA will monitor live call volume and patient support specialists’ (PSS) adherence, making real-time changes as needed to ensure service level goals (SLA’s) are met. The WFA will take a lead role scheduling all activities for the PSS team. This position will support the data upkeep of key performance indicators (KPI’s) for the call center, as well as the performance statistics of the patient support specialists.

Duties and Responsibilities

• Support PAN’s PSS department by managing the implementation and adherence of PAN’s workforce management policy.
• Identify, report, and resolve workforce and performance management system issues and analyze performance management system usage.
• Monitor and analyze real time call volume, staffing levels and agent adherence across the PSS team.
• Support the performance management software by changing configurations and building reports.
• Present statistical performance analysis and recommend solutions.
• Support scheduling of all agent activities in the WFM platform (Verint) and updating existing schedules as needed.
• Write and update PAN’s WFM policies, and SOPs as needed.
• Help build and measure short and long term inbound and offline work forecasts.
• Analyze inbound and off queue historical queue work trends and effectively communicate to leadership.
• Manage WFM user access for PAN’s internal systems.
• Utilize Microsoft SharePoint, Teams, and Outlook to communicate effectively and efficiently across all levels of the organization.
• Handle special projects and other essential duties as assigned.

Qualifications and Skills

• Bachelors degree preferred.
• 1-3 years experience in workforce management preferred.
• Familiarity with call center best practices.
• Experience working with ACD and WFM systems.
• Proficient in Microsoft Excel, Word, and PowerPoint.
• Strong communication and writing skills.
• Patient service mindset.
• Excellent organization and coordination skills.
• Ability to work well under pressure and within tight timelines.
• Ability to multi-task in a cross functional environment.
• Ability to prioritize workload and consistently meet deadlines.
• Strong communication and facilitation skills.
• Possess strong behavioral skills: attention to detail, proactiveness, inquisitive, analytical thinking, etc.

Reports to: Sr. Workforce Manager

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.