About BlinkRx:
BlinkRx is rebuilding how Americans access life-changing medicines. Today, only one in five prescriptions for new branded therapies are ever filled. The problem isn't the medicine. It's insurance barriers, affordability challenges, fragmented pharmacy experiences, and inadequate support that keep patients from starting and staying on treatment. Our mission is to change that.
We built RxOS, the first AI-powered prescription operating system. RxOS connects the largest network of doctors, patients, pharmacies, payers, and pharmaceutical manufacturers, intelligently orchestrating every step to guarantee a seamless prescription journey for every script.
Our teams solve complex, high-stakes problems at the intersection of artificial intelligence, healthcare operations, logistics, payments, and regulation. The impact is transformative: BlinkRx more than doubles the rate at which patients take their medications and lowers their out-of-pocket expenses by hundreds of dollars every month.
BlinkRx created and leads a rapidly growing $80+ billion category, with exceptional momentum:
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Built for scale: Over the past decade, we have invested nearly $1 billion in building the technology and operational platform required to serve patients at scale.
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Proven growth and economics: We have grown 100% annually for the past five years, are profitable, and support more than 60 pharmaceutical brands.
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Trusted with category-defining programs: Our technology powers a leading pharmaceutical manufacturer’s direct-to-patient platform for its GLP-1 portfolio, providing the infrastructure to expand patient access as demand for these therapies grows.
We are a dynamic team of technologists and industry experts seeking to build a generational company that delivers a genuine step change in American health.
The Opportunity
The Patient Services Operations team is central in advancing our mission to provide affordable care and deliver exceptional patient experience. We are seeking a Workforce Management Real-Time Analyst to join our Operational Excellence team. This individual will be responsible for monitoring real-time performance across the contact center and pharmacy operations, ensuring service levels are met through proactive staffing adjustments and data-driven decision-making.
This is an ideal opportunity for a seasoned WFM Analyst that is highly analytical, detail-oriented, and thrives in a fast-paced environment. The role requires strong problem-solving skills, adaptability, and the ability to make quick, informed decisions that impact both patient experience and operational efficiency.
This is an onsite position based within our Pittsburgh, PA. NO REMOTE WORK OPPORTUNITY.
Shift: 1pm-9pm M-F +Saturday/Sunday’s 9am-5pm (=40 hour week)
Training: 10am-6pm M-F (first month)
Responsibilities
- Monitor real-time contact center and pharmacy performance using Assembled, LivePerson, RxOs and Amazon Connect. This includes service levels, queue volumes, and agent adherence.
- Identify and communicate intra-day staffing gaps, risks, and opportunities to operations leadership.
- Execute real-time adjustments such as queue reassignments, break/lunch changes, overtime, or voluntary time off (VTO) to optimize staffing levels.
- Partner closely with Scheduling, Forecasting, and Operations teams to ensure alignment between planned and actual staffing needs.
- Maintain real-time tracking reports and dashboards to provide visibility into performance metrics and operational health.
- Escalate system outages, unexpected volume spikes, or staffing challenges and recommend mitigation strategies.
- Ensure adherence to schedules and communicate adherence concerns to leadership in a timely manner.
- Document real-time processes, playbooks, and best practices for consistent execution.
- Support continuous improvement efforts by identifying trends and recommending process or workflow enhancements.
- Participate in daily and weekly operational reviews to provide insights on performance drivers and variances.
Qualifications
- Experience with WFM tools such as Assembled (preferred) or similar platforms.
- Strong analytical skills with proficiency in Excel/Google Sheets; experience with SQL, Python, or data visualization tools (e.g., Tableau) is a plus.
- Excellent written and verbal communication skills; ability to clearly communicate real-time insights and recommendations to stakeholders.
- Ability to multitask, prioritize, and make quick decisions in a fast-paced, high-pressure environment.
- Detail-oriented, proactive, and highly adaptable with a strong sense of ownership.
Why Join Us:
It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.
We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.
