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About the Role
The WFM Operations Real-Time Analyst (RTA) is a core member of the Workforce Management (WFM) team, responsible for ensuring adequate staffing levels to meet customer demand and service level targets in back-office healthcare operations. This role involves intraday monitoring, identifying risks, and coordinating adjustments to maintain performance and productivity.
Responsibilities
- Operate within Verint for intraday monitoring, adherence tracking, and real-time schedule management.
- Maintain accurate WFM configuration and data.
- Monitor intraday workload volumes, inventory/backlog, and staffing adherence across back-office healthcare functions.
- Proactively address absenteeism, tardiness, and volume shifts.
- Identify staffing imbalances and coordinate same-day adjustments to protect service levels and productivity.
- Perform root-cause analysis on SLA misses, volume anomalies, and adherence trends.
- Document findings and recommend corrective actions.
- Serve as the real-time communication hub between WFM, operations supervisors, and leadership.
- Facilitate intraday briefings and maintain an event log of disruptions and actions taken.
- Manage WFM ticketing requests, including schedule adjustments and adherence disputes.
- Track recurring themes for process improvement.
- Maintain data integrity within WFM systems.
- Follow HIPAA and internal data governance requirements.
- Execute the business continuity plan during disruptions.
- Provide input to the overall continuity plan.
Requirements
- Bachelor's degree (or equivalent practical experience) in business, analytics, operations management, healthcare administration, or a related field.
- 2+ years of hands-on experience using Verint workforce management software (real-time/adherence, intraday, and/or scheduling modules).
- 3+ years of workforce management experience, including real-time/intraday analysis, in a back-office operations environment.
- Demonstrated experience supporting back-office healthcare functions (case processing, training, study projects, process validation, certification, etc.).
- Strong prioritization and decision-making skills in a fast-paced, multi-queue environment.
- Working knowledge of service level, interval performance, adherence, occupancy, and intraday management practices.
- Working knowledge of Tableau (or a comparable BI/reporting tool) sufficient to read dashboards and monitor trends.
- Clear written and verbal communication skills.
- Ability to present complex metrics to non-technical audiences.
- High attention to detail and data integrity.
- Experience managing ticketing workflows, documenting decisions, and maintaining WFM system data.
- Experience producing daily, weekly, and monthly performance reporting and identifying actionable trends.
Skills
- Verint
- Tableau
- HIPAA
- Pivot tables
- XLOOKUP/VLOOKUP
- Conditional formatting
Location
- Remote
Work Type
- Full-time
Experience Level
- 3+ years of workforce management experience
- 2+ years of Verint experience
Education Level
- Bachelor's degree or equivalent practical experience
Salary/Compensations
- $72,500-$92,500 plus bonus
About the Company
- Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease using AI-driven, non-invasive cardiac testing.
- The flagship product, Heartflow FFRCT Analysis, provides a 3D model of coronary arteries to assess the impact of blockages on blood flow.
- Heartflow offers an integrated heart care solution across the CCTA pathway.
- Heartflow is a publicly traded company (HTFL) recognized for healthcare innovation.
- The product is cleared for use in the US, UK, Europe, Japan, and Canada and has been used for over 750,000 patients worldwide.
Equal Opportunity
- Heartflow is an Equal Opportunity Employer committed to a work environment that supports, inspires, and respects all individuals.
- We do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
- This policy applies to every aspect of employment at Heartflow, including recruitment, hiring, training, relocation, promotion, and termination.