Senior Financial Analyst, Operational Finance & Workforce Management Analytics

Senior Financial Analyst, Operational Finance & Workforce Management Analytics

At Pediatric Home Service, we help medically complex kids live their best lives,
at home, with their families. As a national leader in pediatric home care, we offer a full range of services including infusion, clinical nutrition, respiratory therapy, PPEC, private duty nursing, and DME. Whether you're caring for patients or supporting behind the scenes, every role at PHS makes a difference. Join a mission-driven team that’s committed to putting children and families first.

• Position: Senior Financial Analyst, Operational Finance & Workforce Management Analytics
• Hours: Monday‑Friday, 8am‑5pm
  • Hybrid

POSITION DETAILS:

The Senior Financial Analyst – Operational Finance & Workforce Management Analytics plays a critical role in translating complex operational activity into actionable staffing, capacity, and financial insights across Pediatric Home Service (PHS). This position sits at the intersection of finance, operations, workforce management, and revenue cycle, with direct impact on service quality, productivity, and revenue protection.

This role owns and operationalizes enterprise‑wide workflow, staffing, and throughput analytics across the full referral‑to‑invoice lifecycle and all PHS customer service and support center operations. The analyst ensures staffing decisions are grounded in work performed and time required, not volume alone—providing leadership with a fact‑based view of where capacity is constrained, where process or scheduling is the true limiter, and where staffing investments or redeployments are genuinely needed.

In addition to core FP&A responsibilities, this role serves as the subject matter expert and operational owner of Workforce Management WFM analytics, ensuring forecasting, scheduling, and real‑time performance align with patient needs, service goals, and financial outcomes.

Job Duties:

Workflow & Throughput Analytics

Own and evolve the enterprise Operational Process & Staffing Report across the full workflow:
Referral Admission Documentation/Audit Sales Order Invoice (with denials as context).

Analyze where work accumulates, how long it sits in each stage, and how throughput and service levels change over time.

Identify bottlenecks, rework loops, handoffs, waiting states, and peak‑volume stress points that degrade service or create hidden capacity loss.

Develop and maintain short‑, mid‑, and long‑term workload and call‑volume forecasts across multiple contact centers.

Provide clear explanations for service‑level misses or revenue shortfalls driven by operational delays rather than demand.

Ensure cycle time, aging, and service‑level performance are treated as core, trending metrics (weekly, MTD, YTD).

Activity Based Staffing & Productivity Metrics

Design and maintain productivity metrics normalized by FTE, agent, cost, and time
, including:

Calls handled per FTE

Admissions completed per FTE

Sales orders confirmed per FTE

Invoices submitted per FTE

Monitor real‑time WFM performance (service levels, AHT, occupancy, utilization, adherence) and recommend staffing or scheduling adjustments.

Separate true staffing gaps from process, scheduling, or tooling inefficiencies.

Partner with operations leaders to align staffing models with observed productivity and cycle‑time behavior.

Staffing Alignment & Capacity Analysis

Assess over‑ or understaffing by market, region, and service line.

Support cross‑center and cross‑market comparisons using standardized metrics.

Collaborate with customer service leadership on rollover and failover strategies for peak volumes or disruptions.

Answer critical capacity questions such as:

Do we need more staff—or better flow and scheduling?

Where do we break first if volume spikes?

Provide data‑backed recommendations on staffing adjustments, scheduling changes, or vendor utilization.

Leading Indicators of Revenue Risk

Develop and monitor early operational signals tied to downstream revenue risk, including:

Missed service levels or rising abandoned rates

Uncompleted admissions

Unconfirmed sales orders

Invoice backlog growth and aging

Translate operational signals into clear financial risk narratives for FP&A…