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Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The Workforce Management (WFM) Forecaster & Scheduler supports healthcare operations by delivering accurate demand forecasts and optimized staffing schedules to ensure timely member access and high-quality service delivery. This remote role balances operational efficiency with member experience while adhering to company, regulatory and compliance requirements. Supports complexity of multiple queues, skill groups, omni-channel for a 24/7/365 contact center operations with a key focus on service. Critical responsibility is ensuring accurate capacity planning and scheduling supporting building Caring Connections.
Responsibilities
Forecasting & Capacity Planning Develop forecasts for member contact inbound and outbound volume correctly identifying needs and impact on OPEX
Incorporate healthcare-specific drivers such as seasonality (e.g., flu season), enrollment cycles and regulatory changes
Partner with clinical and non-clinical leadership to align forecasts with member care needs and organizational priorities
Continuously evaluate forecast accuracy to refine models
Scheduling & Staffing Optimization Build and maintain staff schedules that align with forecasted member demand and service level goals
Ensure adequate coverage across functions (e.g., member access, care coordination, claims, authorizations, schedule outreach)
Optimize schedules while accounting for shrinkage factors such as training, compliance activities, and clinical support time
Support shift bids, PTO planning, and schedule adjustments
Operational & Intraday Alignment Collaborate with Real-Time Analysts (RTA) and operations leaders to adjust staffing in response to real-time member demand
Identify and address staffing gaps through overtime, reallocation, and contingency planning
Monitor schedule adherence and recommend improvements while maintaining fairness and operational efficiency
Performance Monitoring & Reporting Track and report on key metrics such as volume, service level, average handle time (AHT), occupancy, and backlog/turnaround times
Analyze trends impacting member access and operational performance
Provide actionable insights and recommendations to improve efficiency and member experience
Compliance & Risk Management Ensure all WFM processes align with HIPAA and organizational data privacy standards
Maintain confidentiality of employee and member-related data in forecasting and reporting
Support audit readiness and compliance reporting as needed
Stakeholder Collaboration Serve as a liaison between Workforce Management, Operations, Training, Finance, Human Resources, Provider, Marketing and Clinical teams
Communicate staffing plans, risks, and mitigation strategies clearly
Support initiatives that impact member access, care delivery, and workforce utilization
Requirements
5+ years of Workforce Management experience, preferably in healthcare or regulated environments
Must have experience forecasting for contact centers and/or healthcare operations (member access, claims, case management)
Proficiency in WFM tools (e.g., Talkdesk, NICE, Verint, Genesys) and Excel/Google Sheets
Strong understanding of healthcare operations and compliance requirements (including HIPAA)
High School Diploma or GED with experience requirements
Strong analytical and data interpretation skills
Understanding of healthcare workflows and member access priorities
Attention to detail with a focus on compliance and data privacy
Ability to balance service levels with member experience and business expectations
Effective communication with both operational and clinical stakeholders
Nice-to-haves
Bachelor’s degree in Healthcare Administration, Business, Finance, Statistics, or related field or equivalent experience
