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Description
From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.
Job Title: Manager, Resource Planning
POSITION SUMMARY:
While reporting to the Vice President – Business Optimization, the Manager, Resource Planning will lead a team responsible for forecasting, staffing modeling, scheduling, real-time management, and reporting and analytics across all Operations programs for which Resource Planning is deployed. The Manager will ensure the operation achieves service levels and key performance indicators on a daily and interval basis, improves efficiencies, and delivers a world-class service while controlling expenses. This is a player-coach role: in addition to developing and directing the team, the Manager will personally perform complex analyses and work hands-on with data to produce data-driven recommendations for senior leadership. The Manager will be the subject matter expert and internal champion for Resource Planning deployment and utilization across multiple programs, acting as a bridge that connects Resource Planning, Hub Operations, business leadership, and various technical teams to help guide our network to peak performance. The Manager will also champion the practical use of AI tools to increase the speed, depth, and quality of the team’s analysis and reporting.
PRIMARY DUTIES AND RESPONSIBILITIES:
Overall
- Maintain deep understanding of Resource Planning principles, processes, models, and best practices to drive success at CareMetx across all programs
- Serve as a player-coach, personally performing complex analyses, building models, and working directly with large data sets while leading the team.
- Develop understanding and utilization of Resource Management practices and procedures across Operations Management and cross-customer teams, in support of company growth and standardization goals.
- Serve as the primary point of contact with the resource planning and telephony system vendors to deliver effective reporting and functionality updates for Operations Management and manage vendor performance.
- Lead business analysis for any future CRM and telephony system integration projects.
- Serve as the lead in defining operational requirements for any future Resource Planning/Performance Management/Quality Management or CRM system integration.
- Ensure all Resource Planning and Contact Center software processes and procedures are documented and maintained.
- Apply AI tools such as CLAUDE and Base44 to accelerate analysis, reporting, and Resource Planning program support, and to automate routine tasks.
- Identify opportunities to embed AI-enabled workflows into Resource Planning processes, and train and encourage the team to adopt them responsibly and with appropriate validation of results.
- Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
- Adhere to all company policies and procedures.
- Performs other related duties as assigned.
People Leadership
- Manage, coach, and develop a team of Senior Resource Planning Analysts, including setting goals, assigning program coverage, conducting performance reviews, and providing ongoing feedback.
- Balance workload and priorities across the team to ensure consistent Resource Planning coverage, cross-training, and backup for all programs.
- Establish team standards for analytical rigor, quality, accuracy, and timeliness, and review the team’s forecasts, models, and recommendations before they are shared with leadership.
- Build the team’s capabilities in advanced analytics and AI tools, and foster a culture of curiosity, initiative, and continuous learning.
Forecasting
- Oversee time studies and system data collection (in coordination with Business Intelligence) to determine processing times for activities within the operation.
- Coordinate with Business Intelligence to obtain historical transaction and volume information, and ensure the team develops accurate future forecasts for use in staffing models.
- Monitor forecast accuracy by program and horizon (interval, daily, weekly, monthly), identify root causes of variance, and drive improvements to forecasting methods.
Staffing Modeling
- Establish and govern staffing models specific to each of our programs, ensuring each model applies to and is validated for each program across the Operations department while retaining scalability as a model.
- Engage with senior leadership and customer stakeholders (as necessary) to develop, validate, and continually adjust staffing models and program inputs/outputs.
- Perform complex headcount, capacity, and cost-of-delivery analyses to support hiring plans, budgeting, and business decisions, and report on key operational metrics and trends to inform business needs.
Scheduling
- Ensure the team consults with Operations Management to create schedules and manage changes to schedules to ensure adequate daily resource coverage across all programs.
- Set and oversee the process for PTO submissions and approvals based on their effect on workforce needs to ensure efficient operations.
- Oversee the process for management requests for modifications of scheduling events (meetings/training, etc.).
- Make recommendations to improve scheduling efficiency and team member satisfaction.
Real-Time Management
- Oversee the creation and delivery of tools to Operations Management to manage team performance.
Reporting & Analytics
- Oversee the development of standard reports from the telephony and Resource Planning systems for Operations Management and leadership.
- Serve as consultant to Operations Management on telephony system program reporting needs.
- Develop scorecards and dashboards that track key operational metrics, and apply statistical techniques (e.g., trend analysis, control charts, and driver analysis) to distinguish meaningful signals from normal variation.
- Personally perform deep-dive analyses on complex operational questions and present clear, data-driven findings and recommendations to senior leadership.
- Develop the team’s ability to perform predictive modeling, scenario analysis, and simulation to forecast the impact of changes in volume, staffing, scheduling, routing, and operational drivers, and apply these methods personally to complex planning questions.
Continuous Improvement
- Collaborate with client and Operations Management on identifying opportunities to improve performance.
- Ensure continual analysis of current performance (noting recent historical trends) and real-time re-forecasting to make necessary adjustments in staffing plans, and coordinate with Operations teams to achieve service level goals / business objectives for all departments.
- Provide analytical support and staffing/performance management recommendations for special projects.
Qualifications
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- Bachelor's Degree required, or equivalent work experience.
- Minimum 7 years of experience in resource planning or workforce management for large contact centers required.
- Minimum 2 years of experience leading a team, including coaching, developing, and managing the performance of analysts or other professionals.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
- Experience in a call/contact center environment preferred.
- Advanced knowledge of workforce optimization software required. Specific and recent experience with Five9 or a workforce management schedule management system.
- Advanced knowledge of telephony platforms (e.g., Five9, Avaya, CMS, Cisco, or similar).
- Understanding of VOIP call routing technology (would be a plus)
- Experience with Automated Call Distributors (ACDs), Computer-Telephone Integration (CTI) automation, skills routing, forecasting, scheduling, and intra-day management.
- Familiarity with Contact Center software reporting tools.
- Intermediate knowledge of Microsoft Office Suite
- Advanced knowledge of Microsoft Excel - (i.e., creating spreadsheets, v-lookups, pivot tables, etc.)
- Demonstrated ability to perform complex data analysis hands-on, including statistical and trend analysis and data visualization.
- Experience using AI tools such as CLAUDE and Base44 to accelerate analysis, reporting, and process automation is a plus.
- Demonstrated leadership skills, including the ability to coach, motivate, and hold a team accountable while remaining hands-on.
- Strong analytical, critical thinking and problem-solving skills.
- Ability to communicate effectively, both verbally and in writing, with individuals at all levels, from agents to program leaders, senior executives, and clients, including presenting complex analysis clearly to non-technical audiences.
- Ability to work successfully with a diverse group of people and be a team player.
- Ability to multi-task and navigate competing priorities.
- Ability to work independently and display initiative.
- Ability to identify emerging trends and measure impact to the business.
- Ability to work occasionally evenings and weekends to meet deadlines.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit
- The employee must occasionally lift and/or move up to 10 pounds.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Schedule ? Must be flexible on schedule and hours ? Some travel may be required
CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.
At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.
CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.
Artificial Intelligence in Our Recruiting and Employment Process CareMetx?uses artificial intelligence and automated decision-making technology to support parts of our recruiting, hiring, and employment process, including screening applications, scheduling interviews, and evaluating candidate qualifications. These tools support, not replace, human judgment. A qualified member of our team reviews and makes all final hiring and employment decisions. CareMetx?does not develop or use AI tools with the intent to discriminate against applicants or employees on the basis of race, color, religion, sex, age, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.
