Scheduling Analyst - Patient Service Center

Compassion. Accountability. Collaboration. Foresight. Joy.
These are the Aspirus Core Values; and we are looking for the BEST around to join us as we demonstrate those values Every. Single. Day.
ASPIRUS ST. LUKE'S HOSPITAL in Duluth, MN is seeking a REAL-TIME SCHEDULING ANALYST to join our PATIENT SERVICE CENTER team!

Salary Range: $24.50 - $35.53 Hourly
Schedule/

Hours:

DAY ONLY, 8 hours
Weekend Requirement:
Generally No Weekends
FTE: FULL TIME, 1.000000 FTE
Off Premise On-Call:
No

Under the direction of the Supervisor – Workforce Management, the Real-Time Scheduling Analyst monitors real-time operations across all Patient Service Center (PSC) functions and other patient service areas supported by the Shared Support model, to ensure staffing resources align with patient demand and service-level objectives and to establish scalable practices for enterprise-wide adoption.

This position manages scheduler adherence, interval-level performance, and real-time decision-making to maintain optimal access performance across multiple contact-center queues.

The Real-Time Scheduling Analyst communicates live performance status, recommends tactical adjustments (e.g., overtime, PTO, skill reallocation), and collaborates with QA, Training, and operational leadership to balance service quality, productivity, and patient access goals.

This position will require the hired party to be on-site for the duration of training and onboarding, exact timeline subject to leadership discretion.

Once one is successfully trained the staffing expectations shift to a hybrid work platform, 3 days in office, 2 days remote. The ability to remain hybrid is subject to leadership approval and one’s ability to maintain key performance metrics as communicated through the training and onboarding process.

HOURS:

Full Time 1.0 FTE, 80 Hours Biweekly

• Bachelor’s degree and/or equivalent experience required.
• Minimum of 2 years’ experience in workforce management, real-time adherence, or contact-center operations required.
• Experience in a healthcare or multi-site contact-center environment preferred.
• Proficiency in WFM software and real-time dashboards required.
• Advanced knowledge of contact-center metrics (SL, ASA, AHT, shrinkage, occupancy, adherence).
• Intermediate to advanced Excel skills (pivot tables, formulas, data reconciliation).
• Strong analytical and decision-making skills with attention to detail.
• Effective communicator who can translate data insights into clear operational actions.
• Comfortable working in a fast‑paced, high‑visibility environment with frequent interruptions.
• Strong sense of accountability and ownership for maintaining service levels.
• Ability to collaborate cross‑functionally and professionally under pressure.
• Proactive problem solver with strong situational awareness and judgment.

• Full benefits packages available for part- and full-time status.
• PTO accrual from day one!
• Generous retirement plan with match available.
• Wellness program for employees and their families.

A cornerstone of health care in northeastern Minnesota, offering a wide range of medical specialties and advanced care services. With a history dating back to 1881, this downtown Duluth hospital has grown into a comprehensive medical center with a strong commitment to patient-centered care. The facility features a 267-bed hospital, state-of-the-art surgical and imaging technology, and a nationally recognized heart and vascular center.

As part of the broader Aspirus system, St. Luke’s is also known for its excellence in orthopedics, cancer care, and women’s and children’s health. In addition to the main hospital campus, the Duluth area includes multiple primary and specialty care clinics that serve the Twin Ports and surrounding communities.

Our Mission:
We heal people, promote health and strengthen communities.

Aspirus is a catalyst for creating healthy, thriving communities, trusted and engaged above all others.

As an Aspirus team, we demonstrate caring, we plan to impact the future, work with happiness and enthusiasm, recognize our power to make a difference and improve the health of our communities.

is a nonprofit, community-directed health system based in Wausau, Wisconsin, serving northeastern Minnesota, northern and central Wisconsin and the Upper Peninsula of Michigan. The health system operates 18 hospitals and 130 outpatient locations with nearly 14,000 team members, including 1,300 employed physicians and advanced practice clinicians. For more information visit aspirus.org.