UT Southwestern Medical Center · 20 hours ago
Workforce Analyst - CPAS
Texas-Dallas-5323 Harry Hines Blvd
Full-time
Onsite
Senior Level
5+ years expUT Southwestern Medical Center is a world-renowned medical and research center in Dallas-Fort Worth, Texas, committed to excellence and innovation. The Workforce Analyst role involves providing effective human resource planning for Centralized Patient Access Services (CPAS) by creating and leveraging Workforce Management solutions to ensure optimal service delivery in a contact center environment.
Health CareHospitalMedical
Responsibilities
Manages the telecommunications technology platform including detailed daily oversight of customer service levels to partner with CPAS leadership in ensuring consistent service delivery
Ensures that all CPAS telecommunications configuration, phone tree routing, receiving staff hunt groups, and associated staff skills are maintained to safeguard successful call routing across large institutional contact center
Conducts analysis of UT Southwestern CPAS patient call volumes with a high degree of accuracy: interval, daily and monthly call volumes, handle times, and service metrics. With such forecasting, makes recommendation for operational adjustments in order to maintain key performance metrics. Utilizes forecast models that accurately predict contact center events to determine staffing and programmatic design
Develops and utilizes WFM tools to determine staff requirements. Collaborates with management team and internal customers on impact on levels of service and analysis for various proposals and future initiatives
Participates on multidisciplinary teams and provides comprehensive analytical support for performance improvement initiatives. Identifies process issues, determines root cause, coordinates with various contact center team members, clinical leaders, IR and other stakeholders to resolve effectively
Performs other duties as assigned
Qualification
Required
Bachelor's Degree in Business Administration, Management Information Systems, Healthcare or quantitative field
5 years of experience in either healthcare data analysis or in contact center operations
Preferred
Strong knowledge of contact center operations preferred
Benefits
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare-no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Company
UT Southwestern Medical Center
UT Southwestern Medical Center offers clinical care, education, and scientific research.
10001+ employees
H1B Sponsorship
UT Southwestern Medical Center has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (358)
2024 (238)
2023 (266)
2022 (274)
2021 (213)
2020 (179)
Funding
Current Stage
Late StageTotal Funding
$22MKey Investors
The Dallas FoundationPatient-Centered Outcomes Research Institute
2023-06-20Grant
2023-04-20Grant· $4M
2023-03-28Grant· $18M
Leadership Team
Chris Rubio
Interim Chief Executive Officer, Clements University Hospital
Dennis Pfeifer
AVP & CTO University Health System
Recent News
2025-12-26
Medical Xpress - latest medical and health news stories
2025-12-24
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