Summary
Overview
Work History
Education
Skills
Timeline
Other Experience
Technology
STRENGTHS
Generic

Salma Ali

Libertyville

Summary

Workforce management professional with over 7+ years experience ready to drive efficiency and productivity within dynamic teams. Proven track record of implementing effective strategies to enhance workforce performance and streamline operations. Skilled in public health care outreach and contact center operations, while also excelling in quality assurance and customer service. Known for collaborative approach and flexibility in adapting to evolving demands.

Overview

9
9
years of professional experience

Work History

Workforce Management Supervisor

Ascension Health
04.2022 - Current
  • Supervised daily operations of the Real-Time Analyst (RTA) team to ensure service levels are met, and patient access goals are supported across a multi-specialty healthcare contact center.
  • Managed real-time adherence, intraday staffing, and associate exceptions (e.g., Paid Time Off, trainings, compliance), ensuring operational continuity.
  • Led training and cross-skilling initiatives to enhance agent flexibility across multiple service lines and specialties.
  • Analyzed intraday performance, call volume trends, and staffing data to identify risks and implement proactive adjustments.
  • Collaborated with WFM, operations, and market leaders to align staffing strategies with appointment access and care delivery targets.
  • Served as escalation point during system outages and call flow disruptions, reducing incident resolution time by 25%.
  • Designed and implemented custom dashboards and KPI reports to improve visibility into real-time performance and drive data-based decisions.
  • Improved real-time staffing alert response by 30% and adherence tracking accuracy by 15%, enhancing SLA performance.
  • Reduced overtime costs by 25% through strategic forecasting and scheduling improvements; increased seasonal SL performance by 10% YoY.
  • Mentored and developed a team of 11 workforce analysts, elevating team capability and fostering an engaged, high-performing culture.

Portfolio Workforce Analyst

Pharmaceutical Strategies Group (EPIC Brokers)
05.2022 - 02.2025
  • Managed staffing and onboarding processes by coordinating with HR and vendors, tracking open roles, and ensuring timely resource allocation for client projects.
  • Approved contractor timesheets and invoices and maintained accurate actual vs. forecast reporting to optimize workforce utilization.
  • Supported Health Plan implementations as a project coordinator, leveraging expertise in Pharmacy Benefit Management (PBM) to ensure successful outcomes.
  • Led the development of the program/project coordinator role, and maintained project plans, client deliverables, and meeting documentation to keep projects aligned and on track.
  • Oversaw project setup and reporting tools in Azure DevOps, improving visibility, tracking, and overall project management efficiency.

Public Health Administrator II (Consultant)

Chicago Department of Public Health
07.2021 - 01.2025
  • Oversaw programmatic and fiscal management of CDPH’s Special Populations Unit, created budget development, ELC grant compliance, vendor contracts, and performance monitoring to ensure alignment with public health standards.
  • Led cross-functional teams and delegate agencies in delivering communicable disease services, including isolation/quarantine protocols and outreach for vulnerable populations, while supporting COVID-19 response efforts through data surveillance and protocol updates.
  • Designed and implemented public health program plans, evaluation tools, and reporting processes; collaborated with internal and external stakeholders to advance infectious disease initiatives and secure ongoing funding.

Communicable Disease Control Investigator

Chicago Department of Public Health
07.2020 - 07.2021
  • Extracted, validated, and entered COVID-19 case and contact tracing data into spreadsheets and systems such as INEDSS and RedCAP.
  • Developed reports and collaborated on data analysis to identify trends and opportunities for quality improvement.
  • Acted as liaison between congregate settings and public health departments to ensure accurate communication and data sharing.

Global Workforce Analyst

McDonalds Corporation
11.2020 - 01.2021
  • Onboarded/offboarded consultants within SLA timelines and maintained accurate records of external workforce data and contracts.
  • Reviewed external worker requests, coordinated with IT, Legal, and Security for access management, and ensured compliance with internal processes.
  • Partnered with suppliers to address performance and billing issues, and balanced departmental workload to meet key performance indicators (KPIs).

Care Coordinator Assistant

Independent Living Systems
07.2019 - 12.2019
  • Processed service claims for in-home care, Meals on Wheels, caregivers, and PERS; maintained client records and care documentation.
  • Scheduled care coordinator visits, validated client data, and escalated refusals of care to managed care representatives as needed.
  • Generated and audited real-time reports, resolved customer issues promptly, and supported provider services call center operations.

Intake Coordinator

Center of Illinois Home Healthcare
04.2018 - 06.2019
  • Managed Electronic Health Records (EHR), ensured HIPAA compliance, maintained and audited patient charts, and handled medical orders management.
  • Coordinated referral intake (25–30/week), verified insurance eligibility/authorizations (Humana, BCBS, UHC, Aetna), and supported Medicare/Medicaid compliance including Pre-Claim Review.
  • Collaborated with care teams to schedule home health visits, track hospitalizations, and conduct quality assurance audits to improve patient care outcomes.

Administrative Assistant

Universal Home Healthcare
09.2016 - 04.2018
  • Managed front desk operations, answered calls, and provided administrative support including emails, calendar management, and clerical tasks (filing, faxing, photocopying)
  • Communicated with patients, families, and healthcare staff; supported supervisors and office personnel with daily tasks and coordination.
  • Handled employee file maintenance, payroll processing, accounts receivable/payable, and ordering of medical and office supplies

Education

Master’s - Business Administration & Public Health

Benedictine University
Chicago, IL
06.2019

Bachelor of Science - Biology with a Minor: Chemistry

Elmhurst University
Chicago, IL
05.2016

Skills

  • Real-Time Adherence (RTA) Monitoring
  • Contact Center Operations
  • Intraday & Interval Analysis
  • Workforce Planning & Optimization
  • Performance Reporting & KPIs
  • Queue Management & Service Levels
  • Forecasting
  • Full-Time Equivalent (FTE) Analysis
  • Staffing Models
  • Community Health

Timeline

Portfolio Workforce Analyst

Pharmaceutical Strategies Group (EPIC Brokers)
05.2022 - 02.2025

Workforce Management Supervisor

Ascension Health
04.2022 - Current

Public Health Administrator II (Consultant)

Chicago Department of Public Health
07.2021 - 01.2025

Global Workforce Analyst

McDonalds Corporation
11.2020 - 01.2021

Communicable Disease Control Investigator

Chicago Department of Public Health
07.2020 - 07.2021

Care Coordinator Assistant

Independent Living Systems
07.2019 - 12.2019

Intake Coordinator

Center of Illinois Home Healthcare
04.2018 - 06.2019

Administrative Assistant

Universal Home Healthcare
09.2016 - 04.2018

Bachelor of Science - Biology with a Minor: Chemistry

Elmhurst University

Master’s - Business Administration & Public Health

Benedictine University

Other Experience

Prevent Blindness Illinois, Community Outreach Intern, 10/2018 – 04/2019

  • Identified outreach sites and implemented the Healthy Eyes curriculum in the adult aging community in and around the Chicago land area.,
  • Created and tailored educational material and activities to be culturally competent for different populations & to improve the overall operation and effectiveness of eye care programs.
  • Conducted over 25 educational presentations and reached over 1000 individuals through outreach efforts.


Graduate Studies, Community Health Student Researcher, 06/2018 – 06/2019

  • Promoted and conducted a community health assessment to improve the health outcomes in a Naperville Church community through survey distribution, data collection, and windshield surveys
  • Collaborated with South Suburban Wellness Alliance to assess the problems of drug and alcohol use in youth in Chicago Heights.
  • Conducted a Population-based Cross-sectional study exploring the relationship between electronic vaping and e-cigarettes and Asthma in adolescents.

Technology

• Microsoft 365: Outlook, Excel, Word, PowerPoint, Project, SharePoint
• Google Workspaces: Gmail, Google docs, forms, sheets, & slides
• WFM Tools: Verint, NICE, IEX, Five9. Genesys Cloud
• Reporting Tools: Tableau, Power BI, & Bright metrics, Lucid chart
• SaaS: Salesforce, SAP, Azure DevOps
• Statistical software: INEDS, RedCap, SSPS, & Qualtrics
• Home Health Software: Axxess Core & DDE, Pariox, Therapy Boss, Availity, Navi Health

STRENGTHS

Calm Under Pressure ▪ Excellent Communication and Interpersonal Skills ▪ Customer-Centric Thinking ▪ Detail-Oriented & Organized ▪ Dedicated Team Player ▪ Creative Problem Solving and Reasoning Skills ▪ Strong Proficiency in Technology ▪ Knowledge of Medical & Healthcare Terminology  ▪ Strong Analytical Skills ▪ Attention to Detail ▪ Adaptability & Flexibility ▪ Proactive Leadership & Collaborative Spirit

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Salma Ali