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Salary: USD 72,500 - 92,500 / annual
HeartFlow is a publicly traded medical technology company (HTFL) that develops AI-driven diagnostic solutions for coronary artery disease. The company's flagship product, HeartFlow FFR_CT Analysis, provides non-invasive cardiac testing and is supported by major medical societies. The product has been used for over 750,000 patients worldwide and is cleared for use in the US, UK, Europe, Japan, and Canada.
The Workforce Management Operations Real-Time Analyst (RTA) is a core member of the WFM team responsible for ensuring adequate staffing levels to meet customer demand and protect service levels in back-office healthcare operations. This role focuses on intraday monitoring, real-time decision-making, and same-day operational adjustments.
Key Responsibilities:
- Operate Verint WFM platform for intraday monitoring, adherence tracking, and real-time schedule management
- Monitor intraday workload volumes, inventory, backlog, and staffing adherence across back-office functions (case processing, training, study projects, process validation, certification)
- Proactively address absenteeism, tardiness, and volume shifts
- Identify staffing imbalances and coordinate same-day adjustments (overtime, voluntary time off, shift moves, cross-skilled support)
- Perform root-cause analysis on SLA misses, volume anomalies, and adherence trends
- Serve as communication hub between WFM, operations supervisors, and leadership
- Manage WFM ticketing requests and track recurring themes for process improvement
- Maintain data integrity within WFM systems and ensure HIPAA compliance
- Execute business continuity plans during disruptions
- Produce daily, weekly, and monthly performance reporting on SLA attainment, adherence, occupancy, handle time, and backlog aging
The ideal candidate thrives in fast-paced, multi-queue environments, brings collaborative mindset, shows initiative, and is data-driven.
Requirements:
- Bachelor's degree (or equivalent practical experience) in business, analytics, operations management, healthcare administration, or related field
- 2+ years hands-on experience with Verint workforce management software (real-time/adherence, intraday, and/or scheduling modules)
- 3+ years workforce management experience, including real-time/intraday analysis in back-office operations
- Demonstrated experience supporting back-office healthcare functions (case processing, training, study projects, process validation, certification)
- Strong prioritization and decision-making in fast-paced, multi-queue environment
- Working knowledge of service level, interval performance, adherence, occupancy, and intraday management practices
- Working knowledge of Tableau or comparable BI/reporting tool to read dashboards and monitor trends
- Clear written and verbal communication; ability to present complex metrics to non-technical audiences
- High attention to detail and data integrity; experience managing ticketing workflows and WFM system data (profiles, skills, schedules, PTO administration)
- Experience producing performance reporting and identifying actionable trends
Preferred Qualifications:
- Tableau proficiency in dashboard development, calculations, and publishing
- Experience supporting forecasting and capacity planning
- Familiarity with additional WFM platforms (Genesys, NICE, IEX)
- Advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, conditional formatting)
- HIPAA compliance familiarity and secure healthcare data handling
