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Role Overview

As a Scheduling Analyst, this position will collectively take ownership for the scheduling of all SafeRide & BPO Call Center Representatives (CSRs) using NICE’s CXone platform. The Scheduling Analyst will be responsible for developing and maintaining optimal schedules for the Call Center Center staff to ensure SafeRide is set up to meet its SLAs.

Primary Responsibilities

• Communication:

• The position must establish and maintain strong relationships with Call Center and BPO leadership via verbal and written communication.

• Developing strong working relationships with all levels of employees & management from multiple departments and multiple sites is critical to maintain up-to-date schedules within NICE.

• Expectation is to attend multiple workforce management meetings to support Call Center leadership.

• Establish and maintain communication channels to ensure scheduling and resources are met.

• Coordination:

• The Scheduling Analyst will be responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet call center SLAs between both BPO and SafeRide staff.

• Ensure schedules are generated on a regular basis to maximize efficiency of resources

• Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.

• Provide and create New Hire and Department schedules

• Collaborate with call center leaders to identify scheduling requirements.

• Issue Resolution:

• Collaborate with internal and external BPO teams to swiftly address real-time issues and intake agent concerns about scheduling discrepancies.

• Additional Duties:

• Any other related tasks as assigned.
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Required Qualifications:

• High School Diploma or equivalent

• Bilingual: Fluent in both English and Spanish

• A basic understanding of various medical terminology.

• Showcase a positive attitude and genuine empathy in interactions.

Preferred Qualifications:

• Familiar with health insurance programs (Medicaid, Medicare, NEMT) At least one year of experience in a high-call-volume environment.

• Some college/university experience (Pre-healthcare experience a bonus)

Job Requirements:

• Must be located in South Central Texas

• A quiet, well-lit workspace. A high-speed wired internet connection (150 Mbps for individual use, 300 Mbps for shared).

• Must pass a criminal background record check.

• Must be a US Citizen.

• Must be able to work flexible shifts with occasional weekend work.

About Us:

Driven by our mission “To restore access and dignity to care,” SafeRide Health is a technology and services company dedicated to eliminating barriers in healthcare accessibility. By enhancing the delivery of non-emergency medical transportation across America, we ensure that no patient is left behind. Our proprietary technology, paired with a vast network of thoroughly vetted transportation providers, empowers payers and health systems to offer cost-effective, on-demand transport solutions, refining the patient experience along the way. Today, we proudly serve the nation's largest Medicare Advantage, Medicaid, and provider programs. Discover our impact at www.saferidehealth.com.

If you're ready to be an integral part of a team making a difference, SafeRide Health awaits.