Business Analyst, Principal- Workforce Management

Your Role 

The Strategy, Planning, and Performance team in Healthcare Quality and Affordability (HQA) is responsible for the Workforce Management (WFM) forecasting, modeling, and oversight of all HQA productive staff. The Business Analyst, Principal will report to the Director Program Management, Clinical as direct manager. In this role you will own and operate WFM across HQA operations, delivering data analysis to support improvement of business processes and operational efficiency. You will be responsible for tracking the HQA WFM performance indicators and outcomes.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Work 

In this role, you will: 

• Own, operate, and educate on the Workforce Management Model (WFM)

• Responsible to own and track HQA WFM key performing indicators and outcomes

• Coach team members and act as a functional SME in workforce management 

• Matrix direction for WFM staff including analytics, schedulers, or others

• Analyze all HQA operational workflows where inventory and/or call volumes dictate staffing/resources needs inventory or call trends (including call volumes and call patterns) for all HQA production areas and membership inventory to forecast workload needed to support various channels

• Ensure HQA needs are met through accurate forecasting and modeling in support of multiple business areas

• Provide data and create models for capacity planning and productivity modeling 

• Understand and identify opportunities for process and/or system improvements and collaborate on options and recommendations

• Provide highly complex analytical support through the analysis and interpretation of data to support improvement of known business processes

• Develop, prepare and analyze WFM reports with highly complex analyzes and data for management review, and presents to various levels of management

• Gather customer and business needs and provides analysis toward operational efficiency and drives change within and operational area 

Your Knowledge and Experience 

• Requires a college education or equivalent experience 

• Requires 7 years mastery level knowledge of Workforce Management (WFM) execution 

• Requires at least 10 years of prior relevant experience

• Requires health plan experience (managed care, academic, or government payer)

• A master’s degree is preferred

• Experience with Genesys/Verint preferred

• Complex data crosswalk and analysis to drive decision making preferred

• Strong organizational and/or project management skills to prioritize and to perform multiple projects or tasks simultaneously

Hybrid

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

About Blue Shield of California

As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies. 

At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience. 

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!  

Our Values: 

• Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short. 
• Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
• Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals. 

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Please click here for further physical requirement detail. 

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.