Workforce Management and Capacity Manager

7,000 Diseases - 500 Treatments - 1 Rare Pharmacy

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

We are seeking team members who:

Are inspired and compassionate problem solvers;

Produce high quality work;

Thrive in the excitement of the ever-challenging environment of modern medicine; and

Are committed to achieving superior health outcomes for people living with rare and devastating diseases.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.

Join the PANTHERx team, and define your own RxARE future in healthcare!

Workforce Management & Capacity Manager

Location: Pittsburgh, PA (Hybrid) or Remote

Classification: Exempt
Status: Full-Time

Reports to: VP, Operational Excellence

Purpose

The Workforce Management and Capacity Manager serves as the owner of workforce management, capacity planning and optimization, and staffing analytics across Patient Access

The Manager collaborates with FP&A to create a single, forward-looking view of staffing demand and owns staffing capacity, performance, and operational risk management, translating complex volume, productivity, quality, and service-level data into actionable workforce strategies and staffing recommendations.

By partnering closely with operational leaders and FP&A, the role ensures the organization has the right staffing capacity, deployment plans, and resource strategies to support patient needs, manufacturer commitments, growth initiatives, and financial objectives. The position drives proactive decision-making by identifying emerging risks, modeling future workforce requirements, and providing the insights needed to balance service, quality, efficiency, and cost across the Patient Access organization.

Responsibilities

Own: Short-range forecasting, daily deployment, and queue monitoring?

• Serves as the centralized owner of short-term workforce forecasting and capacity planning across Patient Access, providing a comprehensive view of demand, staffing capacity, workload, and operational risk.
• Consolidates volumes, backlogs, staffing availability, productivity, and queue risks into a daily operating view.
• Produces and maintains a short-range volume, workload, and capacity forecast spanning the next 1 to 30 days, refreshed daily, as the basis for deployment decisions.?
• Builds the daily seat and queue assignment plan—matching available staff to expected volume, backlog, and aging by work type—and hand it to Supervisors for execution.?
• Flags emerging service-level, quality, or patient-impact risks before performance is missed.
• Monitors queue, WIP, and volume behavior for structural shifts—sustained growth or shrinkage—and raise them early as demand or staffing-model changes rather than day-to-day noise.
• Distinguishes volume-driven pressure from system or process failure, and escalate suspected broken workflows, automation output, or system behavior to the accountable owner with the supporting data.?

Collaborate / Support: Long-range capacity planning support (FP&A-led)?

• Owns the operational inputs and assumptions behind the rolling 3-, 6-, and 12-month capacity forecasts — volume, productivity, backlog, staffing availability, attrition, PTO, training time, vacancies, launch timing, exception rates, and automation impact; FP&A owns the financial model, labor cost assumptions, budget validation, and forecast integration.?
• Assists in modeling demand by drug/manufacturer, new launches, productivity, attrition, PTO, training time, vacancies, and ramp assumptions.
• Monitors and incorporate actual and projected changes in automation yield, exception rates, and workflow complexity into short- and long-term demand forecasts, capacity models, and workforce plans.
• Translates scenarios into FTE needs, hiring timing, training requirements, and budget implications.?

Operating reporting and data integrity?

• Maintains consistent definitions, calculation logic, and data sources for the demand, capacity, and queue measures this role produces, aligned to the broader KPI set owned by Operational Excellence and Managers.?
• Analyzes productivity, quality, queue health, internal KPIs, manufacturer SLAs, cost per referral, and patient-impact measures and produce concise reporting on status as needed.?
• Reconciles data across operational systems and escalate data-quality gaps that could lead to poor decisions.?

?Insight and action management?

• Analyzes variances and trends to identify operational drivers, recurring risks, and improvement opportunities.?
• Converts findings into clear recommendations, owners, due dates, and expected impact.?
• Tracks whether corrective actions deliver the intended performance or capacity improvement.?

Required Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Finance, Operations Management, Supply Chain, Analytics, Consulting, or a related field; equivalent combination of education and relevant experience may be considered.
• 3-5 years of experience in workforce planning, capacity planning, business analytics, operational planning, forecasting, contact center workforce management, revenue cycle management, patient access operations, or a related field
• Experience analyzing workforce demand, productivity, utilization, backlog, service levels, staffing availability, and operational performance data.
• Strong Microsoft Excel skills, including pivot tables, formulas and data analysis Experience using reporting and visualization tools such as Power BI, Tableau, or similar platforms
• Proven ability to identify trends, quantify operational risks, develop recommendations, and influence business decisions through data-driven insights.
• Strong analytical, problem-solving, organizational, and project management skills.
• Excellent communication and presentation skills with the ability to explain methodologies, assumptions, risks, and recommendations to leaders at all levels of the organization.
• Experience working cross-functionally with operations, finance, technology, and business stakeholders to drive business outcomes.
• Demonstrated ability to manage multiple priorities in a fast-paced, highly dynamic operational environment.

Preferred Qualifications

• Experience supporting healthcare patient access, specialty pharmacy, reimbursement support services, hub services, revenue cycle operations, or case management environments.
• Experience with workforce forecasting, staffing models, or capacity planning methodologies
• Familiarity with operational KPI reporting and performance metrics
• Experience with workforce management, CRM, workflow management, or healthcare technology platforms
• Experience supporting process improvement or operational excellent initiatives

Lean Six Sigma certification or related analytical training

Work Environment

This job works in a professional home or office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, see, talk, or hear. The employee frequently is required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms. Visual acuity is necessary for tasks such as reading or working with various forms of data for extended periods. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Benefits

Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees. Of course we offer paid holidays too!

Equal Opportunity

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.