Thirty Madison is building the premier healthcare company for people with chronic health issues. Through our novel approach to care delivery, powered by our proprietary platform and brands built around specific chronic conditions, we combine the best of specialist-level healthcare with the convenience of telemedicine.

In just three years, we've built four brands on top of our platform: Keeps (for men's hair loss), Cove (for migraine), Evens (for acid reflux), and our newest brand, Picnic (for allergies). We're growing rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including Polaris Partners, Johnson & Johnson, Maveron, Northzone, First Round, and Greycroft, among others.

This year, we are honored to be included on Built In's 2021 list of Best Places To Work in New York City and Best Midsize Companies To Work For. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day.

The role:

Our Integrated Care Team is essential to the delivery of Thirty Madison’s longitudinal care model. From customer experience specialists to RNs and MDs to many more roles, we must ensure that our interdisciplinary team is deployed effectively to meet our patients’ needs. As our team scales, we need to build forcasting, scheduling, and performance analysis frameworks that can keep pace. We are looking for a workforce management expert to lead workforce planning & reporting, and build and develop contact forecasts & schedules for interdisciplinary teams.

In this role, you will be responsible for the accuracy of the forecast and aligned staffing plans through execution and service level performance. Senior Leaders will look to you to provide strategic thought leadership in the WFM space and sphere of influence. You will build a function and eventually a team that understands the 'who, what, and whys' of our business and prioritizes accordingly. You will work cross-functionally — digging into trends and surfacing opportunities that create impact and value. To succeed in this role, you must be innately curious, deeply analytical, highly driven, and a strong communicator.

You’re the right person for this role if you are:

• Excited by the opportunity to build a WFM function from scratch
• Comfortable working independently and cross-functionally
• A creative thinker and adept problem solver
• Driven to find solutions that serve the best interests of our patients and providers
• Capable of (and enjoy) creating order from chaos
• Unflappable in the face of frequent and unexpected change
• Excited to grow your own team but not afraid to roll up your sleeves and be an effective independent contributor

Some things you will do: 

• Own the master schedule and schedule management for the entire Integrated Care Team (physicians, NPs, RNs, CX specialists, health coaches, and more) according to service levels, demand, and trends
• Create, modify, and enhance reporting/forecasting methodologies to enhance efficiency and improve planning
• Manage operational efficiencies to deliver desired workforce results and align workforce capacity and capability with longer-term business strategies
• Partner with Product and Engineering teams to automate care scheduling and routing principles
• Create, manage, and continually improve scheduling, analytics, reporting, performance, forecasting tools
• Optimize schedules based on forecasted contact volume and individual performance
• Partner with Medical Operations and Customer Experience colleagues to monitor and report on performance at the team and individual level
• Partner with Medical Operations to track provider license coverage and incorporate it into scheduling methodology
• Ensure resource alignment for the operationalization of new modalities of care (e.g. video visits)
• Evaluate, select, and implement workforce management software
• Develop a strategy and methodology for scheduling training, meetings, and coaching sessions for essential team members on both live and asynchronous channels
• Partners with Insights team to create digestible summaries and business insight for Care leadership
• Provides WFM guidance on outsourcing contract considerations
• Partners with departments that cross-functionally influence Care (Marketing, Product, Finance, Talent Acquisition, etc.)

You should have: 

• 5+ years of customer-centric operations experience with at least three (3) specifically focused on workforce management and working with a workforce management software platform
• Experience in a fast-paced, high-growth environment
• Experience working with vendor selection and management
• Analytical skills, solid mathematics, and problem-solving (identify trends and suggest solutions).
• Strong people management skills; demonstrated ability to motivate and develop people
• Time management skills; ability to prioritize and multi-task while producing high-quality work
• Strong organizational and planning skills with an eye for detail
• Strong communication skills; verbal, written, and presentation
• Proficiency in Microsoft Excel; minimum intermediate skill level
• Demonstrated ability to quickly learn new systems and processes
• Telemedicine experience is a huge plus