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. Job Duties/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 Job Requirements: - Experience: - Required: - 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) - Preferred: Education: - Required: High School Diploma or GED with experience requirements - Preferred: Bachelor’s degree in Healthcare Administration, Business, Finance, Statistics, or related field or equivalent experience Training: - Required: None Specialized Skills: • Required: - 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 Licensure: • Required: None Essential Physical Functions: 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; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk; stand; reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 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. Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran. If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please contact careers@ahcusa.com. Pay Range: $77,905.00 - $116,858.00Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc. Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation. *DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email careers@ahcusa.com.