Overview In this onsite role, you lead a 6-8 person Real-Time Analyst team within Patient Services Operations to ensure intraday performance stays on track. You combine hands-on real-time monitoring with people leadership, elevating playbooks, analytics, and operating rhythms. You partner with Scheduling, Forecasting, and Operations to align staffing with demand, while driving continuous improvements. Your work directly supports affordable care and exceptional patient experience at Blink Health.
Responsibilities- Lead, coach and develop a team of 6-8 Real-Time Analysts, setting clear expectations and supporting growth
- Own full people-management lifecycle including hiring, onboarding, performance reviews, and PIPs if needed
- Serve as escalation point during high-pressure intraday situations and identify skill gaps for training
- Monitor real-time performance using Assembled, RxOS, and dashboards; adjust staffing and labor allocations as needed
- Collaborate with Scheduling, Forecasting, and Operations to align planned vs. actual staffing
- Maintain real-time tracking reports and dashboards; escalate outages or volume spikes and propose mitigations
- Evolve real-time playbooks, SOPs, and best practices; drive process improvements and share knowledge
Key requirements- 5+ years in Workforce Management (WFM)
- At least 1 year in an RTA position
- At least 3 years in a supervisory role
- Proficiency with WFM tools such as Assembled (preferred) or similar
- Strong Excel or Google Sheets skills; knowledge of SQL, Python, or Tableau a plus
- Excellent written and verbal communication; ability to translate data into clear recommendations
- Proven ability to multitask and make decisions under pressure
- Experience in healthcare, pharmacy operations, or regulated high-volume contact centers a plus
- leadership and accountability
- analytical mindset
- clear communication
- Assembled (WFM)
- RxOS
- Excel
