About this role
CareTalk Health needs a dedicated analyst to solve complex forecasting and capacity planning challenges as the virtual medical practice scales its nationwide care delivery. Managing staffing across Patient Support Specialists, registered nurses, and providers requires balancing strict multi-state clinician licensing rules with unpredictable patient demand volumes.
In this remote position, the team member will spend the majority of their time building forecasts, monitoring real-time contact center queues, and partnering directly with operations leadership. The ideal candidate brings a strong analytical background combined with genuine curiosity about experimenting with large language models to refine planning workflows.
What you will do
- Forecast contact and demand volume while building accurate capacity and staffing plans across multiple clinical and support teams.
- Monitor live queues and track schedule adherence and service levels throughout the day to make necessary intraday adjustments.
- Identify operational risks such as volume spikes or staff absences and communicate recommended scheduling changes.
- Combine data from various sources to analyze trends and produce actionable staffing recommendations.
- Utilize proprietary AI tools and prompt experimentation with large language models to generate and validate forecasting models.
- Maintain comprehensive reporting on critical workforce management metrics including occupancy, adherence, and service levels.
- Account for complex multi-state clinician licensing constraints when designing coverage schedules.
- Collaborate closely with operational leaders to flag potential coverage risks and suggest proactive solutions.
What you need
- Minimum of 2 years of professional experience operating as a workforce management analyst or within a related WFM operational capacity.
- Prior contact center background featuring hands-on expertise in real-time queue monitoring and adherence tracking.
- Strong Microsoft Excel proficiency capable of merging multi-source data into clear forecasts and operational recommendations.
- Demonstrated AI fluency with comfort and curiosity applying large language models to daily analytical tasks.
- Clear communication skills necessary for translating technical data into actionable insights for non-technical stakeholders.
Nice to have
- Experience with Zoom Contact Center CX Analytics
- Familiarity with clinician licensing and multi-state licensure rules
Skills and tech stack
Questions candidates ask
What is the remote work policy for this position?
This is a fully remote position based in the United States. Employees must perform all work physically within the U.S., and international work is not permitted during scheduled hours.
What are the working hours and schedule requirements?
The schedule is Monday through Friday from 9 am to 6 pm Eastern Time. Some flexibility is required based on clinic hours, which may occasionally include evenings and Saturdays.
What specific technical environment is required?
Workers must use a Windows or Apple computer meeting specific hardware minimums, connect via a direct ethernet cable with high-speed internet, and use Google Chrome with Amazon Workspaces.
What compensation is offered for this role?
The position is a full-time hourly role compensated at $30 per hour.
The application is on the official CareTalk Health careers page.
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