Workforce Analyst, RxC/VCP

Workforce Analyst, RxCompass and Variable CoPay

Roles And Responsibilities

The Workforce Analyst, RxCompass & Variable Copay is responsible for workforce planning, real-time operational support, reporting, and analysis across the RxCompass and Variable Copay teams. The role converts workload, productivity, attendance, and service-level data into clear staffing recommendations and timely operational actions. Working closely with Operations leadership, this position monitors daily performance, maintains forecasts and staffing models, supports schedule optimization, and identifies trends that may require coaching, training, process improvement, or resource adjustments. Because the role may access sensitive business information and Protected Health Information (PHI), confidentiality and compliance are required. Additional responsibilities include, but are not limited to:

•    Maintain short- and long-range workload forecasts and staffing models for RxCompass and Variable Copay operations.

•    Monitor intraday volumes, inventory, productivity, staffing, schedule adherence, and service levels; promptly communicate risks and recommend adjustments.

•    Partner with Operations leadership to rebalance work, adjust schedules, coordinate coverage, and support business continuity during volume fluctuations or absences.

•    Develop, maintain, validate, and distribute recurring workforce, productivity, attendance, capacity, and performance reports.

•    Create dashboards and ad hoc analyses that provide actionable insights into the associate, team, program, and department levels.

•    Analyze forecast-to-actual performance, identify variances and root causes, and document recommended corrective actions.

•    Maintain attendance, schedule, time-off, overtime, and staffing records used for workforce planning and operational decision-making.

•    Coordinate overtime and voluntary time-off recommendations, when applicable, based on workload and service needs.

•    Support hiring plans, onboarding schedules, training capacity, nesting plans, and speed-to-proficiency tracking for new team members.

•    Facilitate recurring capacity-planning and workforce-review meetings, including prior-period results, upcoming demand, staffing gaps, risks, and action plans.

•    Partner with leadership to define and document workforce assumptions, reporting logic, data sources, quality controls, and standard operating procedures.

•    Validate data for completeness and accuracy before distribution; investigate discrepancies and escalate unresolved data or system issues.

•    Identify patterns that may indicate opportunities for coaching, training, workflow improvement, automation, or policy clarification

•    Collaborate with Operations, Analytics, Reporting, Human Resources, Training, Client Services, and Technology partners as needed.

•    Protect confidential information and abide by all HIPAA obligations related to PHI.

•    Abides by all obligations under HIPAA related to Protected Health Information (PHI).

•    If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.

•    Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.

•    Flexibility to understand, appreciate, and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.  Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice

Required Skills and Competencies 

•    Workforce planning, forecasting, capacity planning, and real-time operational management

•    Advanced analytical and problem-solving skills, including variance and root cause analysis.

•    Strong attention to detail and commitment to data accuracy, validation, and documentation

•    Ability to translate complex data into concise operational insights and recommendations.

•    Strong written and verbal communication skills, including grammar, spelling, and professional presentation.

•    Ability to prioritize competing deadlines and respond effectively in a changing operational environment.

•    Proficiency in Microsoft Excel, including formulas, lookups, pivot tables, charts, and data analysis; proficiency in Word and PowerPoint

•    Ability to learn and use workforce management, telephone, case-management, reporting, and business intelligence tools. 

•    Sound judgment, discretion, objectivity, and ability to maintain confidentiality. 

•    Ability to work independently and collaboratively with cross-functional leaders and teams. 

•    Knowledge of attendance, scheduling, and established operational procedures. 

•    Customer Service orientation and understanding of the member and client impact of workforce decisions

Position Type and Expected Hours of Work

•    Full-time/non-exempt.

•    Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8:00 AM to 5:00 PM CT.  We cover clients from the West to East Coast; work times must be adjusted to cover meetings in all time zones.  Ability to work extended hours, weekends, and holidays pursuant to industry demands

What We Have to Offer

Our benefits package is designed to keep our employees happy and healthy - physically, mentally and financially.

•    Medical, Dental, Vision insurance

•    Disability and Life Insurance

•    Employee Assistance Program

•    Remote work options

•   Generous Paid time Off

•    Annual Reviews and Development Plans

•    Retirement Plan with company match immediately 100% vested

Supervisory Responsibility 

-None

Travel

-None

Required Education and Experience 

•    Bachelor’s degree preferred, or an equivalent combination of education and relevant experience in healthcare, business, analytics, operations, or technology

•    Two years of experience in workforce management, reporting, analytics, operations support, or a related field.

•    Experience using Excel to analyze operational data and prepare recurring reports.

•    Experience identifying performance trends, variances, and operational risks.

Preferred Education and Experience

•    Two or more years of workforce management, forecasting, scheduling, or capacity-planning experience

•    Two or more years of reporting, analytics, or business intelligence experience

•    Experience supporting healthcare, pharmacy benefit management, contact center, case-management, or other regulated operations.

•    Experience with workforce management, telephony, case-management, reporting, or visualization platforms

•    Experience developing SOPs, data-validation controls, dashboards, or executive-ready reporting.

RxCompass, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, RxCompass LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

RxCompass, LLC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of RxCompass LLC employees to perform their job duties may result in discipline up to and including discharge.  EOE M/F/D/V