We are looking for someone who thrives in a fast-paced, multi-queue environment, brings a positive and collaborative mindset, shows initiative, and is eager to dig into data and drive action.
Job Responsibilities
Technology & Tools: Operate within Verint as the primary WFM platform for intraday monitoring, adherence tracking, and real-time schedule management; maintain accurate WFM configuration and data.
Real-Time Monitoring: Monitor intraday workload volumes, inventory/backlog, and staffing adherence across back-office healthcare functions (e.g., case processing, training, study projects, process validation, certification, etc.), proactively addressing absenteeism, tardiness, and volume shifts.
Intraday Management: Identify staffing imbalances and initiate or coordinate same-day adjustments (overtime, voluntary time off, shift moves, and cross-skilled support) to protect service levels and productivity.
Root-Cause Analysis: Perform root-cause analysis on SLA misses, volume anomalies, and adherence trends; document findings and recommend corrective actions.
Communication Hub: 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.
Ticketing & Requests: Manage WFM ticketing requests (schedule adjustments, adherence disputes, time-off updates, access/configuration issues) and track recurring themes for process improvement.
Data Integrity & Compliance: Maintain data integrity within WFM systems (agent profiles, skill assignments, schedules) and follow HIPAA and internal data governance requirements.
Business Continuity: Execute the business continuity plan during disruptions and provide input to the overall continuity plan.
Required Qualifications
Education: Bachelor's degree (or equivalent practical experience) in business, analytics, operations management, healthcare administration, or a related field.
Verint Experience: 2+ years of hands-on experience using Verint workforce management software (real-time/adherence, intraday, and/or scheduling modules).
WFM Experience: 3+ years of workforce management experience, including real-time/intraday analysis, in a back-office operations environment.
Back-Office Healthcare Operations: Demonstrated experience supporting back-office healthcare functions (case processing, training, study projects, process validation, certification, etc.).
Real-Time Decision-Making: Strong prioritization and decision-making in a fast-paced, multi-queue environment.
WFM Fundamentals: Working knowledge of service level, interval performance, adherence, occupancy, and intraday management practices.
Reporting Tools: Working knowledge of Tableau (or a comparable BI/reporting tool) sufficient to read dashboards and monitor trends.
Communication: Clear written and verbal communication; ability to present complex metrics to non-technical audiences.
Attention to Detail & Systems Administration: High attention to detail and data integrity; experience managing ticketing workflows, documenting decisions, and maintaining WFM system data (profiles, skills, schedules), including case analyst schedules and PTO administration.
Data Analysis & Reporting: Experience producing daily, weekly, and monthly performance reporting (SLA attainment, adherence, occupancy, handle time, backlog aging) and identifying actionable trends
Preferred Qualifications
Tableau Proficiency: Dashboard development, calculations, and publishing in Tableau, with the ability to translate data into operational actions.
Forecasting & Capacity-Planning Support: Experience supporting short-term/medium and long term forecasting and capacity planning by validating trends and providing real-time context on staffing gaps and workload drivers.
Comparable WFM Platforms: Familiarity with additional WFM platforms (e.g., Genesys, NICE, IEX) beyond Verint is a plus.
Advanced Excel: Pivot tables, XLOOKUP/VLOOKUP, and conditional formatting.
Compliance: Familiarity with HIPAA requirements and secure handling of healthcare-related data.
A reasonable estimate of the yearly base compensation range is $72,500-$92,500 and bonus.
Heartflow is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals and 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.
Positions posted for Heartflow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals.
Heartflow has become aware of a fraud where unknown entities are posing as Heartflow recruiters in an attempt to obtain personal information from individuals as part of our application or job offer process. Before providing any personal information to outside parties, please verify the following: A) all legitimate Heartflow recruiter email addresses end with “@heartflow.com” and B) the position described is found on our careers site at www.heartflow.com/about/careers/.
