Senior Workforce Management Analyst

About Devoted Health

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Employment Type: Full time

About the Role

Within the Member Experience Operations organization, the Workforce Management function is responsible for ensuring member- and patient-facing teams are staffed to deliver on the world-class service Devoted is known for. Our focus is on delivering on Devoted’s promise to “treat members like family” by ensuring each team has the right support each day to serve our members, and on making Devoted a welcoming and sustainable place to work for employees. That’s where you come in. The Senior Associate, Outbound will play a crucial role in overseeing and optimizing our workforce operations for outbound teams. This role requires a strategic thinker with exceptional analytical skills, a deep understanding of workforce planning principles, and the ability to implement and manage workforce management systems and processes effectively. You will be responsible for growing the impact of the Workforce Management team’s outbound capabilities by identifying and leading cross-functional people, process and product initiatives.

Your Responsibilities and Impact will include:

Outbound Operations Leadership

• Serve as the primary WFM lead for all outbound calling teams, including but not limited to Member Outreach, Complex Case, SCOUT (Service Calling), Service Recovery, Community Guide, and Pharmacy Guide teams
• Develop and implement outbound-specific forecasting models that account for campaign volumes, member availability patterns, and success rate targets
• Partner with clinical and member engagement teams to optimize outbound calling strategies, including optimal calling times, contact attempts, and campaign prioritization
• Design and manage scheduling frameworks that balance outbound productivity targets with member preference

Forecasting & Strategic Capacity Planning

• Develop and maintain throughput forecasting models factoring throughput and funnel metrics (outreach generation, connection and acceptance rates, productivity) to determine optimal staffing requirements – and own key inputs to financial models
• Create daily, weekly, and monthly staffing plans, identify risks to coverage, and anticipate seasonal or policy-related surges (e.g., D2Me penetration, Medicaid renewals, Service Recovery)
• Analyze historical outbound data to identify trends in member availability patterns, campaign performance, and resource utilization to optimize staffing requirements
• Partner with operational leadership and stakeholders to drive continuous optimization across outbound WFM processes and align capacity with organizational goals

Queue & Campaign Management

• Ensure outbound lists are prioritized correctly and aligned with each team's role, partnering with campaign owners and analysts to monitor progress-to-goal
• Flag duplicate or exhausted outreach efforts and recommend optimizations to improve member experience and operational efficiency
• Configure and manage Orinoco's Get Next Outreach (GNO) function and campaign assignments with stakeholder-established prioritization

Performance Analytics & Operational Insights

• Deliver consistent reporting on volume, productivity, member reach, and call outcomes, providing regular insights to senior leaders on workforce performance and optimization opportunities
• Identify and escalate inefficiencies and recommend workflow improvements