Looking for a job

Dustin Morrow

@dustinmorrow

I build healthcare analytics and workforce planning models that improve vendor economics, capacity, and operational performance.

United States

Message

What I'm looking for

I'm looking to apply healthcare analytics, vendor economics, and workforce planning experience to improve financial outcomes, operational performance, and scalable decision-making across cross-functional teams.

At CareSource, I lead analytics for incentive-based vendor arrangements, from opportunity assessment and financial modeling through reconciliation, savings tracking, and program evaluation. I use Databricks and SQL to validate data, monitor KPIs and SLAs, and translate vendor performance into leadership recommendations.

Previously, I built healthcare contact-center forecasts and 12–18-month capacity plans across 18 lines of business supporting Medicare, Medicaid, DSNP, and TRICARE. At HomeSafe Alliance, I launched and scaled a workforce management department for a 200+ headcount contact center, improving forecast accuracy by over 10% and SLA adherence by 20%.

Across Blackbaud and Verizon, I developed forecasting tools, schedules, dashboards, and staffing models while leading workforce analysts and partnering with Finance, HR, Operations, and senior leadership. I bring 16 years of experience in vendor economics, operational analytics, workforce optimization, and process improvement.

Experience

Work history, roles, and key accomplishments

Current

Healthcare Analyst II - Vendor Economics

Current

CareSource

Jun 2026 - Present (3 months)

Lead end-to-end analytics for incentive-based vendor arrangements, from opportunity assessment and financial modeling through implementation tracking and program evaluation. Evaluate vendor savings opportunities and define KPIs, SLAs, and quality measures.

Supplier Economics Financial Modeling Statistical Modeling KPI SLA Reporting SQL Databricks Data Validation Trend Analysis Risk Identification Executive Reporting

Analyst II - Contact Center Forecasting

CareSource

Aug 2025 - Jun 2026 (10 months)

Analyzed contact rates and membership impacts to develop forward-looking membership forecasts across 18 lines of business. Forecasted call volume, handle time, and shrinkage, and developed 12-18-month capacity plans.

Forecasting Capacity Planning Workforce Planning Data Analysis Trend Analysis Healthcare Analytics Training Onboarding

Manager - Workforce Management

HomeSafe Alliance

Apr 2023 - Jun 2025 (2 years 2 months)

Established the WFM department from the ground up, designing scalable infrastructure and processes for forecasting, scheduling, and capacity planning. Led a team of six analysts and improved forecast accuracy by over 10%.

Workforce Management Forecasting Capacity Planning Scheduling Team Leadership Data Analysis Power BI NICE CXOne Process Improvement SLA Management KPI Reporting Cross functional Leadership

Lead Analyst - Workforce Management

Blackbaud

Oct 2018 - Mar 2023 (4 years 5 months)

Developed and maintained forecasting tools for 19 lines of business, designed agent schedules, and led a team of five analysts. Utilized Power BI and other tools to create reports and dashboards for senior leadership.

Workforce Management Forecasting Scheduling Data Analysis Team Leadership Power BI Qlik Calabrio Salesforce Excel PowerPoint Microsoft Visio Project

WFM Operations

Verizon Wireless

Jan 2017 - Oct 2018 (1 year 9 months)

Managed daily, weekly, and monthly attendance for 200 employees and decreased senior manager team absence from 13.8% to 11.1%. Partnered with leadership to drive center shrink management goals.

Attendance Management Shrink Management HR Coordination Data Analysis Trend Analysis Coaching

Government/Large Business Liaison

Verizon Wireline

Jan 2016 - Jan 2017 (1 year)

Managed and collected on a wireless portfolio for over 1,000 large business accounts, reducing bad debt from 3.68% to 1.23%. Created a suspension process improvement plan and saved Verizon over $700K.

Accounts Receivable Collections Customer Relationship Management Process Improvement Training Data Analysis

Analyst - Workforce Management

Verizon Wireless

Jan 2010 - Dec 2015 (5 years 11 months)

Managed enterprise service levels, average speed to answer, handle time, occupancy, and shrink. Created new hire presentations and improved adherence from 91.2% to 93.6%.

Workforce Management Service Level Management Scheduling Data Analysis Adherence Coaching Presentation Skills SharePoint Mentorship