Senior Resource Planning Analyst

Description

From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.

Job Title: Senior Resource Planning Analyst

POSITION SUMMARY:

While reporting to the Vice President – Business Optimization, the Senior Resource Planning Analyst will be responsible for tactical planning and schedule adjustments, and historical trend analysis across all Operations programs for which Resource Planning is deployed to ensure the operation achieves service levels and key performance indicators on a daily and interval basis. Key responsibilities include operational, procedural, and data analysis to achieve service-level objectives, improve efficiencies, and deliver a world-class service while controlling expenses. The Senior Resource Planning Analyst will be the subject matter expert and internal champion for promoting Resource Planning deployment and utilization across multiple programs. This role will act as a bridge that will connect Resource Planning, Hub Operations, business leadership, and various technical teams to develop data-driven recommendations to help guide our network to peak performance.

PRIMARY DUTIES AND RESPONSIBILITIES:

Overall

- Maintain deep understanding of Resource Planning principles, processes, models, and best practices to drive success at CareMetx across all programs.
- Develop understanding and utilization of Resource Planning practices and procedures across Operations Management and cross-customer teams, in support of company growth and standardization goals.
- Apply AI tools such as CLAUDE and Base44 to accelerate analysis, reporting, and Resource Planning program support, and to automate routine tasks.
- Serve as a point of contact with the resource planning and telephony system vendors to deliver effective reporting and functionality updates for Operations Management.
- Perform business analysis for any future CRM and telephony system integration projects.
- Serve as a point of contact defining operational requirements for any future Resource Planning/Performance Management/Quality Management or CRM system integration.
- Document/maintain all Resource Planning and Contact Center software processes and procedures.
- Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
- Adhere to all company policies and procedures.
- Performs other related duties as assigned.

Forecasting

- Conduct time studies or collect system data (in coordination with Business Intelligence) to determine processing times for activities within the operation
- Coordinate with Business Intelligence to obtain historical transaction and volume information and develop future forecasts to use in staffing model.

Staffing Modeling

- Establish staffing models specific to each of our programs. In doing so, the Senior Resource Planning Analyst will ensure the model applies to and is validated for each program across the Operations department, while retaining scalability as a model.
- Engage with senior leadership and customer stakeholders (as necessary) to develop, validate, and continually adjust staffing models, program inputs/outputs, and report on key operational metrics and trends to inform business needs.

Scheduling

- Consult with Operations Management to create schedule and manage changes to schedules to ensure adequate daily resource coverage (one or more programs).
- Coordinate with Operations Management PTO submissions and approve/deny based on their effect on Work force needs to ensure efficient operations (one or more programs).
- Process management requests for modifications of scheduling events (meetings/training, etc.).
- Make recommendations to improve scheduling efficiency and team member satisfaction.

Real-Time Management

- Create and provide tools to Operations Management to manage team performance

Reporting & Analytics

- Develop the appropriate standard reports from telephony system for Operations Management and leadership
- Serve as consultant to Operations Management on telephony system program reporting needs

Continuous Improvement

- Collaborate with client and Operations Management on identifying opportunities to improve performance.
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for all departments.
- Provide analytical support and staffing/performance management recommendations for special projects.

Qualifications

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

- Bachelor's Degree required, or equivalent work experience.
- Minimum 7 years of experience in resource planning or workforce management for large contact centers required.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

- Experience in a call/contact center environment preferred.
- Knowledge of workforce optimization software required. Specific and recent experience with Five9 or a workforce management schedule management system.
- Advanced knowledge of telephony platforms (e.g., Five 9, Avaya CMS, Cisco).
- Understanding of VOIP call routing technology (would be a plus)
- Experience with Automated Call Distributors (ACDs), Computer-Telephone Integration (CTI) automation, skills routing, forecasting, scheduling, and intra-day management.
- Familiarity with Contact Center software reporting tools.
- Intermediate knowledge of Microsoft Office Suite
- Advanced knowledge of Microsoft Excel - (i.e., creating spreadsheets, v-lookups, pivot tables, etc.)
- Experience using AI tools such as CLAUDE and Base44.
- Strong analytical, critical thinking and problem-solving skills.
- Ability to work successfully with a diverse group of people and be a team player.
- Ability to multi-task and navigate competing priorities.
- Ability to work independently and display initiative.
- Ability to identify emerging trends and measure impact to the business.
- Ability to work occasionally evenings and weekends to meet deadlines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- While performing the duties of this job, the employee is regularly required to sit
- The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Schedule

? Must be flexible on schedule and hours

? Some travel may be required

CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.

At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.

CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.

Artificial Intelligence in Our Recruiting and Employment Process

CareMetx uses artificial intelligence and automated decision-making technology to support parts of our recruiting, hiring, and employment process, including screening applications, scheduling interviews, and evaluating candidate qualifications. These tools support, not replace, human judgment. A qualified member of our team reviews and makes all final hiring and employment decisions.

CareMetx does not develop or use AI tools with the intent to discriminate against applicants or employees on the basis of race, color, religion, sex, age, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.