Enterprise Resource Scheduler at SPH Analytics in Duluth, Georgia

Job Description:

Who we are:

At SPH Analytics (SPH), we are proud to be the best company in our industry at partnering with our clients to understand healthcare consumer’s experience.  We are passionate about applying this knowledge to empower our clients to drive transformative improvements to their patients’ and members’ experience.  These improvements drive material advancement to how engaged each patient / member is in their health.
In its simplest form, we help our clients do three things:  Listen, Analyze and Motivate.

We Listen by conducting surveys and market research and collecting qualitative and quantitative data to capture the voice of patients, members, providers and other key players in the healthcare ecosystem.  We then Analyze, leveraging analytics and data science to understand.  We do this both through reactive analysis as well as via our predictive analytics solutions.  And we offer insights not only on data collected for a client, but in context with our national benchmarks which are unrivaled in depth and breadth.  Last, we Motivate desired and optimal behavior.  We do this through packaging our insights in actionable ways (e.g. a blueprint for action) and  also support direct consumer engagement through our omni-channel outreach services (e.g. email, internet, call center, IVR, mail, text, etc.).

We compete in the $1.3B Experience Measurement and $6.2B Patient / Member Engagement healthcare markets.

How This Role Makes a Difference:

Reporting to the Director of Quality & Controls, the Enterprise Resource Scheduler (ESR) delivers continuous improvements within SPH’s workforce operations by maximizing both labor and process capacity and teammate skillsets, in order to positively impact client satisfaction.   The ESR oversees all aspects of workforce optimization by planning, creating, and communicating forecasts and schedules with the goal of a hassle-free and streamlined project scheduling process for the organization.  This critical role is challenging and fast paced, requiring the ability to pivot between strategic envisioning and tactical execution.  This role also serves as subject-matter expert on workforce optimization issues.

Some examples of what you will achieve in this role include:

• Prepare and manage staffing and scheduling within Mavenlink to ensure that adequate & competent staff is available to perform all required tasks per regulatory requirements and client contractual obligations.


• Develop, publish, and communicate production schedule to Operations management team to meet customer delivery dates, including by product line. 


• Monitor status of work in progress and inspects ability to meet deliverable dates;  consult with Project Management and Operations Managers to proactively identify and resolve complex situations; rearrange workload within the framework of customer requirements and work center capacity to resolve constraints as required. 


• Analyze schedule performance, forecast accuracy, and evaluate underlying assumptions and historical trends, and make continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to insure both service levels and profitability goals are met


• Serve as the real-time monitor for the Operations team by providing direction, guidelines, and performance updates to hit service level goals through:


• Collaboration with other departments including but not limited to sales, client success, operations, management, and human resources teams, to gather data input, refreshing, and updating capacity and skillsets.


• Responding to service level variations by working with sales, client success and operations to match staff supply (capacity) to demand and/or reallocate resources.


• Working with Ops Managers on departmental work schedules to ensure adequate coverage and control; compiles and reviews timesheets to evaluate capacity; and trains staff in on capacity planning and schedules. 


• Optimize Mavenlink to drive potential improvement opportunities, long term forecasting, increase automation, utilization tracking and resource allocation


• Gather, review and enter inputs from Salesforce, OMNI, Paycom and other sources related to staff skillsets, departmental capacity, and ability to meet client contractual obligations or respond to customer issues with the goal of determining ways to improve operations through effective staffing decisions and increase customer/ client satisfaction in Mavenlink


• Generate regular and ad-hoc reports on a variety of KPI’s and capacity metrics; analyzing data to identify trends, issues, and opportunities, and uncovering levers impacting these issues, and developing recommendations for improvement.


• Maintain an overall progress/future activities timeline outlining a 6-month forecast that is achievable and in compliance with deliverable dates.  


• Lead and assist with briefing sessions with internal stakeholders to convey project status and any necessary adjustments. 

What You Bring:

• Related Bachelor’s degree 


• 3 years of hands-on management experience with capacity planning across multiple departments/functions, for a complex and comparable-sized organization.  Experience should include or be supplemented by 2 years’ experience using Salesforce/ERP/related platform for project forecasting and workforce planning


• Strong proficiency with MS Office 365, to store data, create reports, produce schedules, and perform other tasks. Working knowledge of workforce management software used to manage schedules, workflow, and statistical data


• Practical experience benchmarking and trending data, with demonstrated ability to summarize, visualize, and present findings


• Strong collaboration capability with demonstrated success in maintaining a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.


• Outstanding organizational skills with demonstrated ability to prioritize workload, and concurrently manage multiple projects


• Excellent verbal and written communication skills to proactively raise concerns and challenges, and ensure that key stakeholders are kept informed of developments 


• Ability to work effectively in a fast-paced environment and to effectively manage stress, display appropriate sense of urgency and deliver on commitments. 

What We Offer:

SPH offers a competitive total compensation plan plus a full array of health, wellness and financial security benefits designed to provide you with peace of mind so that you can bring your best self to work.  SPH is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy), an individual with a disability, or other applicable legally protected characteristics. SPH is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know.
 

About SPH Analytics:

SPH Analytics (SPH) offers the leading healthcare measurement and analytics platform for consumer experience and engagement.  Leveraging a foundation of 35 years of healthcare consumer experience data and behavioral patterns, SPH deploys an analytical and predictive approach to measure and report the consumer experience, understand root causes to drive quality improvement and create blueprints for who, how, and when to engage consumers for optimal outcomes.  
As the top-ranked patient satisfaction measurement firm for health plans by Modern Healthcare, SPH is the recognized leader in the industry and the only company certified to conduct all CMS- and NCQA-mandated experience surveys.  SPH serves health plan and provider clients in all 50 states, reaches out to 92 million consumers annually, and aggregates data into proprietary benchmarks that represent 70%+ of the U.S. payer market.  Corporate headquarters are in metro Atlanta; and our actual offices are in Alpharetta, GA, Duluth, GA, Ft. Worth, TX and Farmington Hills, MI.  SPH Analytics is a portfolio company of the $3 billion Symphony Technology Group.  

For more information, call 1-866-460-5681 or visit SPHAnalytics.com.