At Houston Methodist, the Senior Access Center Workforce Management Analyst position is responsible for analyzing staffing needs, optimizing scheduling, administering skilling strategies, and overseeing intraday processes to support business goals. This position identifies trends and provides data-driven recommendations to enhance operational performance and efficiency. Additional responsibilities include delivering detailed reports and strategic presentations to senior management.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team-focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Acts as a liaison between the Workforce Management team and System Access Leadership, aligning real-time operations with overall business objectives. Communicates with System Access Leadership to address staffing needs, anticipated volume changes, and unexpected events impacting workforce capacity.

• Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.

SERVICE ESSENTIAL FUNCTIONS

• Analyzes real-time data and trends to identify patterns, improvement areas, and opportunities for proactive solutions.

• Monitors and tracks requests related to intraday schedule adjustments and schedule adherence.

• Monitors real-time service levels and response times and acts quickly to address poor performance.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Houston Methodist I CARE values by providing safe, caring, personalized and efficient experiences to patients and colleagues.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Produces and reviews daily/weekly/monthly forecasting reports, using data insights to recommend and implement changes that improve team performance. Develops and delivers detailed reports and strategic presentations to senior management.

• Ensures accurate reporting of key performance metrics such as staffing levels, call volumes, occupancy, and schedule adherence.

• Oversees real-time workforce management processes.

• Provides insights and staffing recommendations to System Access Leadership on improving workforce efficiency and resource allocation.

• Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Maintains confidentiality of sensitive information and informs management of pertinent issues.

FINANCE ESSENTIAL FUNCTIONS

• Utilizes resources effectively and efficiently, demonstrating responsible financial stewardship. Manages own time effectively and prioritizes work to achieve maximum results in a timely manner. Utilizes time between heavy workloads efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization.

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• Bachelor's degree in business administration, mathematics, statistics, or related field; or additional four years of experience (in addition to the minimum experience requirements listed below) in lieu of degree

WORK EXPERIENCE

• Five years of experience in a call center operation to include three years in a workforce management analyst role

• Experience with Automated Call Distribution systems and associated applications (Cisco, Calabrio, CUIC or other workforce planning tools)

• Previous blended (voice, email, and chat) Contact Center quality quantification experience preferred

• Bilingual (English/Spanish) preferred

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Demonstrates an ability to analyze data, using the data to drive decision-making and implement effective resolutions; ability to turn complex data into actionable solutions

• Excellent communication and interpersonal skills to collaborate across departments

• Ability to thrive in a fast-paced environment and handle multiple priorities effectively

• Advanced analytical skills

• Expertise in workforce management tools

• Excellent listening skills

• Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization

• Ability to plan, organize, prioritize, and complete work to meet established objectives

• Ability to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlines

• Must be able to influence positive change

• Proficient with Microsoft PowerPoint, Excel, and Word, Tableau, or other data analytics visualization applications

• Ability to perform cross-functionally in a matrix environment as workplace demands require collaboration and assistance between departmental functions

• Able to work independently and in a team environment

• Ability to remain calm and patient in stressful situations

• Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)

• Strong research skills

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers.  HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area.  HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities.  Overall, HM employs over 25,000 employees.   Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

 

In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.