Workforce Planning and Administrative Specialist

About the Role

We are seeking a Workforce Planning and Administrative Specialist to join our Patient Services team and help oversee the strategic use of our 80+ workforce based out of the Philippines. In this role, you will ensure that staffing, scheduling, and operational performance align with patient care needs and organizational goals. You will analyze data, forecast demand, and optimize workforce allocation to maintain service levels while balancing efficiency and cost. Your work will directly support our mission to deliver efficient operations, engaged employees, and satisfied patients and clinicians, helping to power efficient service across live chat, email, phone calls, text messaging, and operational responsibilities.


Key Responsibilities

- Develop short- and long-term workload forecasts to anticipate patient demand.
- Design and manage schedules using Deputy, ensuring coverage and compliance.
- Generate and analyze Zendesk reports to monitor patient service performance.
- Oversee and enforce workforce management processes and structures.
- Build dashboards and reports using Excel, Google Sheets, and Tableau for actionable insights.
- Monitor workforce activity in real time and recommend adjustments to improve efficiency.
- Collaborate with leadership to implement workforce strategies and process improvements.


Qualifications

- Minimum of 1 year of experience in workforce management, analytics, or healthcare operations support.
- Bachelor’s degree in Business, Statistics, Operations, or a related field (preferred).
- Strong proficiency in Excel and Google Sheets (formulas, pivot tables, visualization).
- Experience with Tableau for interactive dashboards and advanced analytics.
- Familiarity with Zendesk reporting and Deputy scheduling tools.
- Strong analytical, problem-solving, and communication skills.
- Detail-oriented, adaptable, and collaborative.

Compensation

Pay will depend on experience and background.