Analyst, Provider Team Capacity

Cityblock Health · United States

Job Description: Analyst, Provider Team Capacity The Analyst, Provider Team Capacity is responsible for the day-to-day tactical execution of Provider 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. Responsibilities: Real-Time Queue & Task Monitoring

• Active Oversight: Perform continuous monitoring of care team delivery pod queues, ensuring that tasks are moving through the workflow and alerting leadership to potential bottlenecks.
• Inbox Management: Support and task care teams based upon athena messages
• Task Assignment: Re-assigns tasks in real-time based on current staffing levels, priority of member needs, and pod capacity.
• Membership Management: Creates lists of members for assignment based upon common gaps or tasking needs. Oversees administrative duties in platforms for eligibility and member management
• Intraday Management: Adjusts daily schedules and coverage plans to account for unplanned absences or surges in member outreach.

• Performance Tracking: Executes daily and weekly "control reporting" to track key metrics such as response times, task aging, and pod utilization rates.
• Trend Identification: Analyzes data signals to identify recurring operational gaps, providing the WFM Manager with actionable insights for long-term staffing adjustments.
• Data Integrity: Ensures all workforce data within the WFM tools and is accurate and reflects current care team structures.

• Sprint Support: Executes the administrative and data-tracking components of local market "sprints" or operational initiatives.
• Team Liaison: 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.

• Queue Health: Maintenance of task aging and response times within the target "Green" zone for assigned pods.
• Reporting Accuracy: Timely delivery of daily/weekly performance reports with 100% data reliability.
• Membership Data Fidelity: Clarity and accuracy of membership data driving workforce management
• Coverage Stability: Minimal "uncovered" intervals due to proactive intraday adjustments.

• b>Requirements:
• Bachelor's degree
• 3+ years of experience in workforce management, operations, or data analysis (Healthcare or Startup experience preferred).
• WFM Tooling: Proficiency with workforce management platforms
• Analytical Skills: 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.

• Results Driver: You take ownership of your daily tasks, using data to monitor your own progress and escalating issues before they become member-facing problems.
• Member Advocate: You understand that every data point represents a member; you drive efficiency to ensure members get the support they need faster.
• Growth Agent: You adapt quickly to new tools and processes, maintaining a positive attitude during operational shifts or market changes.
• Team Builder: You work collaboratively with cross-functional partners, providing clear and helpful information to care team members regarding their schedules and tasks.