Analyst, Care Team Capacity

Cityblock Health

6d•$71,000 - $90,500•Remote

About The Position

The Care Team Capacity Analyst is responsible for the day-to-day tactical execution of care team capacity planning and real-time queue oversight. The Analyst ensures that our members receive timely care by monitoring "live" task queues, identifying staffing gaps, and re-routing work to ensure care team delivery pods are operating at peak efficiency. The Analyst is a data-driven problem solver who balances the technical requirements of workforce management with an understanding of the human needs of our care teams and members.

Requirements

Bachelor's degree
3+ years of experience in workforce management, operations, or data analysis (Healthcare or Startup experience preferred).
Proficiency with workforce management platforms
Intermediate Google Sheets skills (VLOOKUPs, Pivot Tables).
Ability to interpret data dashboards and translate numbers into operational "stories."
Ability to solve moderate-to-complex problems independently, such as resolving scheduling conflicts or technical queue errors.
You take ownership of your daily tasks, using data to monitor your own progress and escalating issues before they become member-facing problems.
You understand that every data point represents a member; you drive efficiency to ensure members get the support they need faster.
You adapt quickly to new tools and processes, maintaining a positive attitude during operational shifts or market changes.
You work collaboratively with cross-functional partners, providing clear and helpful information to care team members regarding their schedules and tasks.

Nice To Haves

Healthcare or Startup experience preferred

Responsibilities

Perform continuous monitoring of care team delivery pod queues, ensuring that tasks are moving through the workflow and alerting leadership to potential bottlenecks.
Support and task care teams based upon athena messages
Re-assigns tasks in real-time based on current staffing levels, priority of member needs, and pod capacity.
Creates lists of members for assignment based upon common gaps or tasking needs. Oversees administrative duties in platforms for eligibility and member management
Adjusts daily schedules and coverage plans to account for unplanned absences or surges in member outreach.
Executes daily and weekly "control reporting" to track key metrics such as response times, task aging, and pod utilization rates.
Analyzes data signals to identify recurring operational gaps, providing the WFM Manager with actionable insights for long-term staffing adjustments.
Ensures all workforce data within the WFM tools and is accurate and reflects current care team structures.
Executes the administrative and data-tracking components of local market "sprints" or operational initiatives.
Acts as a point of contact for frontline staff regarding schedule updates, shift swaps, and coverage inquiries. Connects with payor partners and members regarding enrollment status. Trains market stakeholders and staff at large in the disenrollment process and member management workflow. Coordinates pending disenrollments with care teams.