Workforce Management Analyst, Utilization Management

<div class="content-intro"><h2><strong>About Judi Health</strong></h2> <p>Judi Health is a health technology company providing benefit administration solutions to employers, unions, health plans, and government entities. Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single, secure platform. By delivering true price transparency, eliminating unnecessary middleman fees, and leveraging advanced AI-powered care delivery, Judi Health helps clients achieve unprecedented operational efficiency and service levels.<br><br>At Judi Health, we're deploying the infrastructure our country needs to deliver the healthcare we all deserve. We are the intelligence platform powering benefits plans for millions of Americans and proudly leading the next generation of care. To learn more, visit <span><a href="http://www.judi.health" target="_blank">www.judi.health</a></span>.</p></div><p><strong><u><span style="text-decoration: underline;">Location</span></u>:<em> </em></strong>Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area)</p> <p> </p> <p><strong><span data-contrast="none"><span style="text-decoration: underline;">Responsibilities</span>:</span></strong><span data-ccp-props="{"201341983":2,"335557856":16777215,"335559739":240,"335559740":240}"> </span></p> <ul> <li><span data-contrast="none">The</span><span data-contrast="none"> </span><span data-contrast="none">analyst </span><span data-contrast="none">partners with </span><span data-contrast="none">UM</span><span data-contrast="none"> management </span><span data-contrast="none">and UM Work Force Manager </span><span data-contrast="none">to develop strategic and tactical approaches and action plans that result in superior customer service experiences</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Responsible for real-time monitoring, queue management and schedule adherence</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Actively manage volumes to ensure optimal staffing levels</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Facilitate agent skill assignment and monitor real-time ACD agent work state reports</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Monitor real-time adherence and provide weekly/monthly adherence adjustments and reporting</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Fill overtime and under time staffing levels within the daily schedule to align with forecast</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Coordinate with training for scheduling training opportunities during business hours</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Responsible for the completeness and accuracy of call center agent information housed in WFM and payroll tools</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Attend to email inquiries, schedule adjustment requests and ad-hoc tasks</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Responsible for daily/weekly/monthly attendance reporting</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">First point of contact for WFM regarding system-related issues that impact production; Track and report issues and resolution</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Create accurate and timely reports that reflect the centers performance related to systemic tools</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Participate in activities, including ad-hoc tasks designed to improve customer satisfaction and business performance</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Advises hiring needs and business decisions based on forecasts and results</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Makes complex decisions while assessing risks that can impact level of the services we provide</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Works with members of the management team to ensure meetings and trainings are scheduled, while maintaining acceptable service levels</span><span data-ccp-props="{"335557856":16777215}"> </span></li> <li><span data-contrast="none">Re-prioritizing daily tasks due to immedia