Management and Program Analyst

Job Title

* THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*

Duties include but are not limited to the following:

• Organizational Analysis: 40% Applies analytical in evaluating methods and techniques to issues concerning efficiency and effectiveness of activities or functions related to HRC Contact Management, Clinical Services, and HEC Enrollment Case Management contact centers operations which include optimizing the workforce. Evaluates, processes, or makes recommendations for effective organizational intraday staffing and adherence levels. Performs organizational analysis to ensure stability and generate deviation and adherence reports to assist management with appropriately allocating human resources.
• Program Oversight: 20% Analyzes and evaluates on a quantitative or qualitative basis, the effectiveness of programs or operations in meeting established goals and objectives. Analyzes program performance data to identify slippage and impact.
• Productivity Programs: 20% Oversees productivity programs in contact management comprised of related functions related to real-time adherence (RTA). Provides productivity data by day, week and month to support forecasting and scheduling programs. Issues guidance and recommends changes in RTA to ensure the Case Management contact centers operates efficiently.
• Audits, Inspections, and Management Controls: 20% Develops procedures and systems for establishing, operating, and assessing the effectiveness of administrative control systems and line or operating programs within HRC Contact Management, Clinical Services, and HEC Enrollment Case Management contact centers. Evaluates results of audits/inspections and forwards action items to responsible organization or owner.

Work Schedule: Full Time, Monday - Friday, flexible tours of duty available between the hours of 6:30am - 5:30pm

Recruitment & Relocation

Incentives:

Not authorized

Critical Skills Incentive (CSI): Not approved

Telework: This position may be authorized for ad hoc telework.