Job Description:

Analyst, Care Team Capacity

The Care Team Capacity Analyst is responsible for the day-to-day tactical execution of care team capacity planning and real-time queue oversight. The Analyst ensures that our members receive timely care by monitoring "live" task queues, identifying staffing gaps, and re-routing work to ensure care team delivery pods are operating at peak efficiency. The Analyst is a data-driven problem solver who balances the technical requirements of workforce management with an understanding of the human needs of our care teams and members.

Responsibilities:

Real-Time Queue & Task Monitoring

• Active Oversight: Perform continuous monitoring of care team delivery pod queues, ensuring that tasks are moving through the workflow and alerting leadership to potential bottlenecks. 

• Inbox Management: Support and task care teams based upon athena messages

• Task Assignment: Re-assigns tasks in real-time based on current staffing levels, priority of member needs, and pod capacity.

• Membership Management: Creates lists of members for assignment based upon common gaps or tasking needs. Oversees administrative duties in platforms for eligibility and member management

• Intraday Management: Adjusts daily schedules and coverage plans to account for unplanned absences or surges in member outreach.

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Operational Reporting & Analysis

• Performance Tracking: Executes daily and weekly "control reporting" to track key metrics such as response times, task aging, and pod utilization rates.

• Trend Identification: Analyzes data signals to identify recurring operational gaps, providing the WFM Manager with actionable insights for long-term staffing adjustments.

• Data Integrity: Ensures all workforce data within the WFM tools and is accurate and reflects current care team structures.

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Coordination & Support

• Sprint Support: Executes the administrative and data-tracking components of local market "sprints" or operational initiatives.

• Team Liaison: Acts as a point of contact for frontline staff regarding schedule updates, shift swaps, and coverage inquiries.

• Connects with payor partners and members regarding enrollment status. Trains market stakeholders and staff at large in the disenrollment process and member management workflow.

• Coordinates pending disenrollments with care teams.

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Success Metrics

• Queue Health: Maintenance of task aging and response times within the target "Green" zone for assigned pods.

• Reporting Accuracy: Timely delivery of daily/weekly performance reports with 100% data reliability.

• Membership Data Fidelity: Clarity and accuracy of membership data driving workforce management 

• Coverage Stability: Minimal "uncovered" intervals due to proactive intraday adjustments.

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Requirements:

Functional Knowledge & Experience

• Bachelor's degree

• 3+ years of experience in workforce management, operations, or data analysis (Healthcare or Startup experience preferred).

• WFM Tooling: Proficiency with workforce management platforms 

• Analytical Skills: Intermediate Google Sheets skills (VLOOKUPs, Pivot Tables). Ability to interpret data dashboards and translate numbers into operational "stories."

• Problem Solving: Ability to solve moderate-to-complex problems independently, such as resolving scheduling conflicts or technical queue errors.

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Behavioral Competencies 

• Results Driver: You take ownership of your daily tasks, using data to monitor your own progress and escalating issues before they become member-facing problems.

• Member Advocate: You understand that every data point represents a member; you drive efficiency to ensure members get the support they need faster.

• Growth Agent: You adapt quickly to new tools and processes, maintaining a positive attitude during operational shifts or market changes.

• Team Builder: You work collaboratively with cross-functional partners, providing clear and helpful information to care team members regarding their schedules and tasks.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: 

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.