This role will be responsible for building, maintaining, and managing capacity plans for the operational teams across the Government Business Segment. In addition, the team member will coordinate with the analytics team to help develop and refine those capacity plans, work with the schedule adherence group to ensure that the teams within the organization are staffed and scheduled to manage the forecasted volume of transactions (claims, coverage determinations, call ops, etc.) their units are expected to receive.
Duties and responsibilities
- Develop, implement, and maintain a comprehensive workforce capacity plan for finance and areas supported by the Operations Excellence (OE)
- Ability to build partnerships and maintain an excellent working relationship with expanded off shore WFM Global Service Provider (GSP)
- Requires solution-based strategic thinking to understand market trends and translate that into utilization, membership, and client insights
- Complete monthly production cycle and analysis – reviewing and trending actuals; analyzing historical data and applying decision making skills to generate the most appropriate demand forecast using predictive analytics (i.e. Regression Modeling, Erlang C, etc)
- Ability to maintain multiple capacity plans that support 700+ FTE’s
- Support periodic capacity planning re-engineering projects – develop and improve existing models to allow for more effective business decisions regarding overall capacity; leverage business knowledge and relationships with functional leads to provide recommendations on how best to improve the modeling capabilities
- Facilitate monthly demand reviews with internal partners– communicate monthly results and the respective impact to the forecast
- Participate in capacity support and financial meetings – hiring plans, inventory review, short-term touch points – leveraging capacity knowledge to bring any thoughts, concerns or recommendations to the table; challenge movement when it does not make sense
- Participate in recurring team meetings and one-on-ones
- Drive change and influence individuals at all levels of the organization to take appropriate risks
For US Candidates: Qualified applicants will be considered for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status.
- Bachelor’s degree preferred with concentration: Mathematics, Statistics, Analytics, Business ideal
- Minimum of 3-4 years’ experience in related to predictive modeling
- Medicare/Medicaid experience is preferred especially in a resource planning or call center operation
- Strong, clear, concise, and analytical written and oral communication skills
- Strong customer focus and track record of satisfied matrix partners
- To influence, drive, and improve the areas above, the person in this position will need to be self-motivated and possess strong leadership qualities.
- Ability to successfully navigate and contribute in a highly-matrixed environment
- Strong customer focus and management of client expectations
The individual in this role will be expected to work a standard 40 hour work week. This position will likely be a salaried employee. The individual must maintain a secure working environment since the information may contain HIPPA compliance information.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.