Business Analyst – Workforce Management

January 12, 2022
Philadelphia, PA
Job Type


Job Brief

Data Analytics, Forecasting and critical Workforce Management procedures of our Claims and other Back Office teams.

Your career starts now. We’re looking for the next generation of health care leaders.

At AmeriHealth Caritas, we’re passionate about helping people get care, stay well and build healthy communities. As one of the nation's leaders in health care solutions, we offer our associates the opportunity to impact the lives of millions of people through our national footprint of products, services and award-winning programs. AmeriHealth Caritas is seeking talented, passionate individuals to join our team. Together we can build healthier communities. If you want to make a difference, we’d like to hear from you.

Headquartered in Philadelphia, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience. We deliver comprehensive, outcomes-driven care to those who need it most. We offer integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services. Discover more about us at


We seek an experienced, passionate, and highly motivated Business Analyst (BA) to join our Workforce Management Team. This consists of Data Analytics, Forecasting and critical Workforce Management procedures of our Claims and other Back Office teams.  This person will play a key role in working with internal Business Leaders to determine and manage data driven elements such as Productivity, Time Usage and Plan Service Levels.  The Business Analyst will also work with the Verint WFM suite and utilize Verint to manage all application administrative tasks.

Core Responsibilities: 

  • Completes data driven dashboard reporting to our business which highlights areas on improvement and areas of opportunity with respects to Productivity, Time Usage, Quality and other essential data which is required to manage a Back Office team.
  • Uses Analysis to create and communicate daily forecasts showing Claims volume by age and make recommendations that are essential in meeting our Time to Pay goals.
  • Completes Daily Reporting for various Back Office departments to show inventory levels and aged inventory.
  • Manages all aspects of Verint application, including Associate Profiles, Time Off Management, Integration files for accuracy in Claims queue management and more.
  • Effectively communicates and works with leaders on a daily basis to ensure that all pieces of data presented by Workforce Management are succinct.
  • Works closely with IS teams regarding technical system issues that have an impact on the business
  • Works closely with other Service Operations Analytic teams to develop plans to enhance overall efficiencies.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Other duties and responsibilities as assigned.

Education/ Experience:

  • 3 to 5 years of previous forecasting, business analysis or system analysis experience in an operations environment
  • Bachelor’s Degree or equivalent experience required.
  • Advanced knowledge of Microsoft Excel and Word; intermediate knowledge of MS Access, PowerPoint; 
  • Possess a strong aptitude for analytical and critical thinking, with ability to translate thinking into action;
  • Understanding of concepts of Workforce Management; knowledge of WFM applications such as Verint preferred.  
  • Strong communication skills via phone, email, and through meetings required.
  • Healthcare experience strongly preferred.
  • Prior experience with Varient, Jacada, Facets, EXP or similar customer service applications highly preferred.


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