Business Analyst, Principal- Workforce Management

About the Role

The Strategy, Planning, and Performance team in Healthcare Quality and Affordability (HQA) is responsible for Workforce Management (WFM) forecasting, modeling, and oversight of all HQA productive staff. The Business Analyst, Principal will report to the Director of Program Management, Clinical. In this role, you will own and operate WFM across HQA operations, delivering data analysis to support improvement of business processes and operational efficiency. You will track HQA WFM performance indicators and outcomes.

Our leadership model focuses on developing great leaders at all levels, creating opportunities for personal, professional, and financial growth. We seek leaders energized by creative and critical thinking, building high-performing teams, achieving results ethically, and fostering continuous learning.

Responsibilities

• Own, operate, and educate on the Workforce Management Model (WFM).
• Track HQA WFM key performance indicators and outcomes.
• Coach team members and act as a functional subject-matter expert in workforce management.
• Provide matrix direction for WFM staff, including analytics and schedulers.
• Analyze operational workflows where inventory and/or call volumes dictate staffing and resource needs.
• Forecast workload based on call volumes, call patterns, and membership inventory for all HQA production areas.
• Ensure HQA needs are met through accurate forecasting and modeling to support multiple business areas.
• Provide data and create models for capacity planning and productivity modeling.
• Identify opportunities for process and system improvements, collaborating on recommendations.
• Deliver highly complex analytical support to improve business processes through data interpretation.
• Develop, prepare, and analyze WFM reports with advanced data for management review.
• Gather customer and business needs to drive operational efficiency and change.

Qualifications

• College education or equivalent experience.
• 7 years of mastery-level knowledge in Workforce Management (WFM) execution.
• At least 10 years of prior relevant experience.
• Health plan experience (managed care, academic, or government payer).
• Master’s degree preferred.
• Experience with Genesys/Verint preferred.
• Complex data crosswalk and analysis to drive decision-making preferred.
• Strong organizational and project management skills to prioritize and manage multiple tasks.

Schedule

This role follows a hybrid workplace model, requiring in-office presence two days per week. Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

Pay

Pay range for California: $126,170.00 to $189,310.00.

Pay range for Bay Area: $142,228.00 to $213,404.00.

Salaries are based on candidate experience, location, and current employee salaries for similar roles.

About Us

Blue Shield of California, a subsidiary of Ascendium as of January 2025, is part of the Ascendium Family of Companies, which includes Blue Shield of California Promise Health Plan, Altais (a clinical services company), and Stellarus (scaling healthcare solutions). Our mission is to create a healthcare system worthy of our family and friends—sustainably affordable, transforming healthcare to lower costs, improve quality, and enhance member and physician experiences.

We foster an inclusive workplace where employees thrive and contribute to addressing community needs. Recognized as a U.S. News Best Company to Work For, a Deloitte U.S. Best Managed Company, and a Top 100 Inspiring Workplace, Blue Shield is committed to positive industry and community change.

Values

• Honest: Uphold the highest ethical and integrity standards, building trust through accountability.
• Human: Listen and communicate effectively, showing empathy and understanding.
• Courageous: Stand up for beliefs and commit to the hard work needed to achieve ambitious goals.

Physical Requirements

Office Environment: Roles involve part- to full-time office-based work with sedentary activity levels for most of the workday.