Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 10+ years of experience in workforce assessment.
Hi, I’m
SARAH ORTIZ
Tucson,AZ
Summary
Overview
11
years of professional experience
Work History
Landmark
Workforce Management Analyst
08.2022 - Current
Job overview
- Health-Optum
- Telecommute
- Cultivated and maintained relationships with assigned customers, delivering exceptional service and recommendations for process improvements
- Built and maintained forecast reporting, reflecting call volume, staffing, and coverage gaps to ensure optimal resource allocation
- Developed and presented metric reporting to track key performance indicators (KPIs) for telephonic nurses and nurse practitioners
- Leveraged data analysis and interpretation to make recommendations for enhancing workforce processes and procedures
- Implemented automation strategies that reduced manual reporting prep time, increased accuracy, and minimized errors.
Telecommute
Underwriting Administrator
12.2020 - 02.2022
Job overview
- Maintained staff contacts and daily schedules for coverage
- Created and managed standard operating procedures and training manuals for the administration department
- Manage workflow of 250+ underwriters, re-route loans based on availability, and track daily production through reporting
- Created short-range planner to track department PTO, adherence, attrition, loan status, financial budget per employee, and target goals
- Decreased manual reporting with automation, increasing efficiency by 20%
- Schedule and communicate executive levels meetings for VP of Underwriting and take down minutes of what was discussed.
UnitedHealth Group, Telecommute
Senior Traffic/Workforce Rep
12.2015 - 11.2020
Job overview
- Review risks/opportunities with Senior Leadership through reporting accuracy and develop plans of execution make improvements
- Short range and long-range planning of cases, staffing, attrition, budget, coverage, and conflicts
- Coordinate, schedule, and present daily meetings with PowerPoint presentations for executive leadership, to go over metrics, goals, projections, conflicts and send communications across departments
- Enforce regulatory compliance as well as follow state and federal HIPPA guidelines
- Enforce regulatory compliance as well as follow state and federal HIPPA guidelines for Medicare & Medicaid
- Improved reporting processes by 55% through automation.
OptumRx
Operations Supervisor
12.2013 - 12.2015
Job overview
- Monitored daily/monthly adherence, call volume, average handle time, attrition, quality, complaints, and surveys for team and site
- Coordinated executive meetings with Customer Service VP
- Led team project for medication distribution, which increased sales by 23% by collecting data and performing data verification
- Ran employee committee to increase morale, planned site holiday events, community volunteer projects, coordinate meetings, and employee award ceremonies
- Payroll, Coaching, onboarding, floor training, quarterly and annual reviews
- Interviewed candidates for customer service and handled performance write-ups and terminations.
OptumRx
Customer Service Lead
09.2012 - 12.2013
Job overview
- Decreased customer service prescription order errors by 30%, through quality audits and automation
- Providing service and technical support for site of 300+ employees
- Enforce regulatory compliance while following state and federal guidelines for Medicare & Medicaid
- Account management, resolved customer complaints when Supervisor requested, arrange rush deliveries, research alternative medication covered by patient insurance
- Collect data to support patient medication needs for insurance approval.
Education
Grand Canyon UniversityPhoenix, AZ
Bachelor of Science from Psychology
12.2024
University Overview
Skills
- Power BI
- Empower
- Customer Accounts Management
- Organizational Systems
- Report Writing
- Approving Activities
- Workforce Scheduling
- Capacity Planning
- Power Query
- Microsoft Office Suite
Timeline
Workforce Management Analyst
Landmark
08.2022 - Current
Underwriting Administrator
Telecommute
12.2020 - 02.2022
Senior Traffic/Workforce Rep
UnitedHealth Group, Telecommute
12.2015 - 11.2020
Operations Supervisor
OptumRx
12.2013 - 12.2015
Customer Service Lead
OptumRx
09.2012 - 12.2013
Grand Canyon University
Bachelor of Science from Psychology
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