Title: Senior Workforce Analyst

Location: Remote

Job Description:

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as "one of the world's most innovative places to work" in 2023.

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students - regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers.

The Role:

The Senior Workforce Analyst will support Operations leaders by providing deep insights into workforce planning, utilization and performance metrics to drive the success of Hazel's customer operations teams.

Location: Fully Remote

What You'll Do:

Collect and analyze workforce data from disparate systems to identify trends, forecast staffing needs, planning  and optimize resource allocation

    Develop and maintain forecasting models to predict future staffing needs based on business cycles and anticipated growth
    Conduct "what-if" scenarios to assess the impact of potential changes in workload and identified operational process improvements
    Create dashboard that tracks key team performance metrics, such as: staffing levels, turnover rate and absenteeism
    Create staffing models that balance service levels, operational costs, and teammate productivity
    Customize workflow to automate scheduling tasks, reduce manual errors and improve overall efficiency
    Create contingency plans to address sudden staffing changes due to absences, high demand periods or unforeseen events
    Provide recommendations on staffing adjustments, overtime, and other real-time strategies to maintain service levels

Develop and manage workforce schedules and capacity plans to ensure appropriate coverage for inbound calling, outbound calling, follow-ups, consent tasks, etc.

    Monitor and optimize shift schedules to ensure adequate coverage across the day
    Monitor real-time adherence and take proactive measures to address deviations from planned schedules
    Ensure appropriate utilization of teammates during periods of low activity
    Develop recommendations for resource reallocation, overtime management or hiring initiatives

Conduct regular monitoring and evaluation of performance metrics

    Establish clear and actionable KPIs, such as: productivity per teammate, cost per hire, teammate utilization, cost per referral, cost per visit, ASA, AHT, etc.
    Conduct deep-dive analyses to determine root cause of performance issues
    Analyze call volume patterns, handle times, and other key performance indicators to optimize staffing levels
    Provide weekly, monthly and quarterly reports tailored for different audiences (i.e: frontline teammates, supervisors, team leadership, executive leadership) with concise executive summaries that highlight key insights, risks and opportunities

Manage scheduling and capacity volume

    Design and manage teammate scheduled to align with demand forecasts, ensuring optimal coverage and workload distribution
    Identify opportunities for shift optimization and flexible staffing models to accommodate fluctuations in volume
    Collaborate with functional leaders and Finance on hiring plans to meet business needs

Oversee workforce data analysis and process improvement strategies

    Analyze workforce trends and provide actionable insights to Operations leaders on opportunities for efficiency improvements
    Develop and maintain workforce dashboards, reports, and presentations to support operational decision-making
    Leverage reporting from call systems and other business intelligence tools to drive data-driven workforce strategies
    Utilize data visualization techniques to transform complex datasets into clear, compelling narratives that drive actionable insights
    Provide training and support to Operations leaders on tools, methodologies, and processes
    Prepare regular reports and presentations for Operations leaders to inform strategic and tactic decision-making

What Excites Us:

Data-driven decision making: ensure every initiative is grounded in robust data analysis and measurable insights
Effective communication: verbal and written communication is clear, concise, purposeful and delivered with empathy and humility
Continuous improvement: embrace a mindset of relentless process optimization and iterative learning
Change leadership: actively champion change management to guide smooth transitions and high adoption 
Collaborative partnership: foster cross-functional collaboration and open communication with Operations stakeholders, as well across the organization
Accountability and transparency: establish clear performance metrics, ensuring teammates and teams are accountable for achieving key operational KPIs
Innovation and agility: promote a culture that values creative problem-solving, flexibility and the rapid adoption of new processes
Technical excellence: maintain a high standard of technical aptitude
Background and experience: 

    You have 4+ years of experience in a similar role at a fast-paced start-up or high-growth organization
    You come to this role with prior sales/customer experience; education sales or tech-ed experience a plus

If you&#39;re excited about this role but your past experience doesn&#39;t align with every qualification in the job description, we encourage you to apply anyway.

Total compensation for this role is market competitive, with a base salary range of $70,000 - $85,000, annual performance bonus eligibility, stock options, a 401k match, healthcare coverage, paid time off, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We believe talent is everywhere, and so is opportunity. While we have a physical office in Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our Dallas office, remote roles can sit in any of the following states: AZ, CA, CO, DC, DE, FL, GA, HI, IA, IL, ME, MD, MA, MI, MO, NE, NV, NJ, NM, NY, NC, OR, PA, RI, SC, TN, TX, VT, VA, WA and WI. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Hazel will consider qualified applicants with an arrest or conviction record for employment in accordance with state and local laws and "fair chance" ordinances. For all Hazel positions, a criminal background check is required following a contingent offer of employment. Learn more about working with us at Hazel Health Life.

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