MATTHEW CHAVEZ
Workorce Management analyst
White House,TN
Summary
Experienced in workforce management analysis with expertise in optimizing staffing levels and schedules. Utilizes data-driven insights to enhance workforce efficiency and productivity. Demonstrated success in improving operational processes through effective utilization of workforce management tools.
Overview
14
14
years of professional experience
Work History
Workforce Management Analyst
HEALTHMINE
01.2023 - Current
- Monitored performance of Healthmine’s Remote operations workforce
- Owned forecasting and resource allocation to achieve Healthmine’s monthly operations uptime goals
- Drove agent onboarding, training, and shift planning for a workforce of 40+ inbound agents in partnership with Healthmine leadership team and external staffing BPOs
- Forecasted contact center volumes, labor expenses, and monitored actual volumes and operating schedule adherence, including owning narration of results to leadership team
Financial Analyst
ADHERE HEALTH, LLC
01.2022 - 01.2023
- Took on Accounts Payable responsibilities, including QA and tracking of vendor invoices as part of standard accounting processes
- Work with vendors to ensure invoices are received in a timely fashion and to track down missing invoices
- Ran expense reporting and reimbursement program for entire company of 350+ Full Time Employees
- Drove weekly call center performance reporting in partnership with operations teams with specific focus on remote agent performance against key metrics and shift adherence
- Continued delivery of resourcing planning analytics accountability
Resource Planning Analyst
ADHERE HEALTH, LLC
01.2015 - 01.2022
- Monitor performance of AdhereHealth/Pharm MD’s network of remote and in-house workforce of upwards of 600+ front-line agents, including patient engagement specialists, medication adherence technicians, nurses, and pharmacists
- Drive improvements in forecasting and resource allocations to more tightly fulfill annual operating goals
- Collaborated with the clinical leadership team to build and publish schedules for pharmacist and nurse teams
- Owned audit and verification of employee working time and shift adherence
Call Center Supervisor
ADHERE HEALTH, LLC
01.2013 - 01.2015
- Oversaw day-to-day performance of the Patient Engagement Specialist team of 200+ people
- Assisted in day-to-day operations of the call center
- Trained new hires on call management processes
- Owned ongoing agent performance management and development through call quality assurance monitoring
- Helped build and improve internal scheduling and documentation systems
Patient Engagement Specialist
ADHERE HEALTH, LLC
01.2011 - 01.2013
- Responsible for front-line patient engagement in the call center
- Scheduled appointments for patients to connect with pharmacists for medication evaluation
- Drove STARs compliance calls, and was given responsibility for training peers on how to effectively make calls
Education
Bachelor of Science - Criminal Justice / Social Work
MIDDLE TENNESSEE STATE UNIVERSITY
Murfreesboro, TN01.2010
Skills
- Scheduling optimization
- Workforce planning
- Forecasting techniques
- Statistical modeling
Accomplishments
- Collaborated with a team of 40 in the development of business process outsourcing (BPO) services.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved a 98% success rate by introducing Quilty Audits within Excel.
- Managed a team of 40+ staff members.
Timeline
Workforce Management Analyst
HEALTHMINE
01.2023 - Current
Financial Analyst
ADHERE HEALTH, LLC
01.2022 - 01.2023
Resource Planning Analyst
ADHERE HEALTH, LLC
01.2015 - 01.2022
Call Center Supervisor
ADHERE HEALTH, LLC
01.2013 - 01.2015
Patient Engagement Specialist
ADHERE HEALTH, LLC
01.2011 - 01.2013
Bachelor of Science - Criminal Justice / Social Work
MIDDLE TENNESSEE STATE UNIVERSITY
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