Medicare Resource Planning Analyst - Cigna Healthcare - Remote

Under general direction, manages all scheduling functions for Call center advocates in the areas of Medicare Member and Provider.Monitors results and ensures efficient distribution of staff schedules based on call pattern trends and results to ensure business needs are met.

Maintains appropriate vacation allowances in the system and audits accordingly.Builds and maintains strong relationship with matrix partners to ensure scheduling consistencies across all areas.

Responsibilities


* Timely management of staffing changes.


* Timely management of Network/Site/Product Scheduling


* Inputs off production into VERINT schedules


* Managing off production events in Intradiem


* Proactively identifies off production risks/opportunities


* Maintains VERINT Agent data


* Makes timely schedule recommendations for new hires & existing staff


* Acts with a sense of urgency


* Ensures attention to detail


* Identifies opportunities and participates in implementing improvements related to scheduling and staffing functions


* Conducts schedule optimization and schedule bidding in accordance with established guidelines.


* Receives and processes requests, e-mails and SharePoint submissions for scheduling needs and adjustments.


* Manage vacation allotments and audits


* Process PTO Bidding


* Serves as a point of contact for questions on scheduling policies and procedures.


* Manage business relationships and interactions with site managers, directors, CSAs, etc.


* Short term capacity analysis and recommendations


* Schedule: Monday - Friday 8-4:30 EST or CST


* Other duties as assigned

Qualifications


* 2+ years of workforce management experience required


* High School Diploma or equivalent required, Bachelor's degree preferred


* Demonstrated analytical skills with call center background required


* Microsoft Excel knowledge required


* Ability to work in a Matrix environment


* Strong written and verbal communication skills


* Knowledge of VERINT preferred


* Knowledge of Intradiem preferred

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an hourly rate of 22 - 33 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure.

That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health.

Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.

We also offer 401(k) with company match, company paid life insurance, ...