The posting
Company Overview:
Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.
BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock.
We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!
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 Real-Time Analyst (RTA) Manager to join our team. This player-coach role sits at the intersection of hands-on real-time operations and front-line people leadership — you'll keep our intraday performance on track while developing and managing a team of 6–8 Real-Time Analysts.
You'll step into a team that has rapidly scaled, and bring sharper playbooks, stronger analytical capability, and a more consistent operating rhythm. This is an ideal opportunity for a seasoned Workforce Management expert who is highly analytical, thrives in a fast-paced environment, and is ready to lead a team while remaining close to the work.
This is an onsite position based in our Pittsburgh, PA office.
Responsibilities
Team Leadership & People Management
- Lead, coach, and develop a team of 6–8 Real-Time Analysts, fostering a culture of accountability, continuous learning, and operational excellence.
- Own the full people management lifecycle for your team — including hiring, onboarding, performance reviews, and when necessary, performance improvement plans (PIPs) and disciplinary actions.
- Set clear performance expectations, provide regular feedback, and conduct structured 1:1s to support each analyst's growth and effectiveness.
- Serve as a point of escalation and decision-maker for your team during high-pressure intraday situations.
- Identify skill gaps across the team and build or source training to close them.
Real-Time Operations
- Remain a hands-on operator: monitor real-time pharmacy performance using Assembled, RxOS, and custom dashboards — including service levels, queue volumes, and agent adherence.
- Identify and communicate intraday staffing gaps, risks, and opportunities to operations leadership; execute adjustments such as labor reallocations, break/lunch changes, overtime, or VTO.
- Partner closely with Scheduling, Forecasting, and Operations teams to ensure alignment between planned and actual staffing needs.
- Maintain real-time tracking reports and dashboards that provide visibility into performance metrics and operational health.
- Escalate system outages, unexpected volume spikes, or staffing challenges and recommend mitigation strategies.
- Ensure schedule adherence across the team and communicate concerns to leadership in a timely manner.
Process & Continuous Improvement
- Own and evolve the team's real-time playbooks, SOPs, and best practices to ensure consistent, high-quality execution across all analysts.
- Identify operational trends and drive process or workflow enhancements that improve service levels, efficiency, or analyst effectiveness.
- Represent the RTA function in daily and weekly operational reviews, delivering clear, actionable insights on performance drivers and variances.
- Champion a culture of documentation and knowledge-sharing so institutional knowledge is accessible and not siloed.
Qualifications
- 5+ years of experience in Workforce Management (WFM), with at least 1 year spent in an RTA position, and at least 3 years in a supervisory role.
- Demonstrated experience managing people through the full performance lifecycle — including coaching, formal reviews, and corrective action.
- Proficiency with WFM tools such as Assembled (preferred) or similar platforms.
- Strong analytical skills with proficiency in Excel or Google Sheets; experience with SQL, Python, or data visualization tools (e.g., Tableau) is a plus.
- Excellent written and verbal communication skills; able to translate real-time operational data into clear, timely recommendations for stakeholders at all levels.
- Proven ability to multitask, prioritize, and make sound decisions under pressure in a fast-paced environment.
- Detail-oriented, proactive, and highly adaptable with a strong sense of ownership and follow-through.
- Experience in healthcare, pharmacy operations, or a similarly regulated, high-volume contact center environment is a plus.
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.
