Workforce Management Operations Analyst

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFRCT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFRCT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 750,000 patients worldwide.  

The WFM Operations Real-Time Analyst (RTA) is a core member of the Workforce Management (WFM) team, which ensures the right number of HeartFlow case-processing analysts are available at the right time to meet customer demand and protect service levels. In this role, you will own intraday monitoring of workload and staffing across back-office healthcare operations, identify service level risks as they emerge, and initiate or coordinate same-day adjustments to keep performance and productivity on target. You will operate primarily within Verint and Tableau to track adherence, occupancy, and workload trends, surface real-time insights, and communicate them to operations leaders throughout the service day.

We are looking for someone who thrives in a fast-paced, multi-queue environment, brings a positive and collaborative mindset, shows initiative, and is eager to dig into data and drive action.

Job Responsibilities:

• Technology & Tools: Operate within Verint as the primary WFM platform for intraday monitoring, adherence tracking, and real-time schedule management; maintain accurate WFM configuration and data.
• Real-Time Monitoring: Monitor intraday workload volumes, inventory/backlog, and staffing adherence across back-office healthcare functions (e.g., case processing, training, study projects, process validation, certification, etc.), proactively addressing absenteeism, tardiness, and volume shifts.
• Intraday Management: Identify staffing imbalances and initiate or coordinate same-day adjustments (overtime, voluntary time off, shift moves, and cross-skilled support) to protect service levels and productivity.
• Root-Cause Analysis: Perform root-cause analysis on SLA misses, volume anomalies, and adherence trends; document findings and recommend corrective actions.
• Communication Hub: Serve as the real-time communication hub between WFM, operations supervisors, and leadership; facilitate intraday briefings and maintain an event log of disruptions and actions taken.
• Ticketing & Requests: Manage WFM ticketing requests (schedule adjustments, adherence disputes, time-off updates, access/configuration issues) and track recurring themes for process improvement.
• Data Integrity & Compliance: Maintain data integrity within WFM systems (agent profiles, skill assignments, schedules) and follow HIPAA and internal data governance requirements.
• Business Continuity: Execute the business continuity plan during disruptions and provide input to the overall continuity plan.

Required Qualifications:

• Education: Bachelor's degree (or equivalent practical experience) in business, analytics, operations management, healthcare administration, or a related field.
• Verint Experience: 2+ years of hands-on experience using Verint workforce management software (real-time/adherence, intraday, and/or scheduling modules).
• WFM Experience: 3+ years of workforce management experience, including real-time/intraday analysis, in a back-office operations environment.
• Back-Office Healthcare Operations: Demonstrated experience supporting back-office healthcare functions (case processing, training, study projects, process validation, certification, etc.).
• Real-Time Decision-Making: Strong prioritization and decision-making in a fast-paced, multi-queue environment.
• WFM Fundamentals: Working knowledge of service level, interval performance, adherence, occupancy, and intraday management practices.
• Reporting Tools: Working knowledge of Tableau (or a comparable BI/reporting tool) sufficient to read dashboards and monitor trends.
• Communication: Clear written and verbal communication; ability to present complex metrics to non-technical audiences.
• Attention to Detail & Systems Administration: High attention to detail and data integrity; experience managing ticketing workflows, documenting decisions, and maintaining WFM system data (profiles, skills, schedules), including case analyst schedules and PTO administration.
• Data Analysis & Reporting: Experience producing daily, weekly, and monthly performance reporting (SLA attainment, adherence, occupancy, handle time, backlog aging) and identifying actionable trends

Preferred Qualifications:

• Tableau Proficiency: Dashboard development, calculations, and publishing in Tableau, with the ability to translate data into operational actions.
• Forecasting & Capacity-Planning Support: Experience supporting short-term/medium and long term forecasting and capacity planning by validating trends and providing real-time context on staffing gaps and workload drivers.
• Comparable WFM Platforms: Familiarity with additional WFM platforms (e.g., Genesys, NICE, IEX) beyond Verint is a plus.
• Advanced Excel: Pivot tables, XLOOKUP/VLOOKUP, and conditional formatting.
• Compliance: Familiarity with HIPAA requirements and secure handling of healthcare-related data.

A reasonable estimate of the yearly base compensation range is $72,500-$92,500 and bonus.