Job Description
Salary: 60,021.00-90,012.00 USD
Facility: Administrative Regional Training Cntr
Shift: Shift 1
Status: Full Time FTE: 1.000000
Bargaining Unit: ACE Associates
Exempt from Overtime: Exempt: Yes
Work Schedule: Days
Hours:
7:00am - 5:00pm varied, rotating
Summary:
The primary responsibilities of the Workforce Management Analyst are to ensure the Contact Center is properly staffed and scheduled to accommodate both inbound and outbound call volumes. This includes but not limited to forecasting, scheduling and managing performance in real time. The Workforce Management Analyst will be responsible for developing policies and procedures that positively impact the workforce while creating efficiencies. The Workforce Management Analyst will develop and maintain a quality assurance program to monitor the performance of the Contact Center and customer satisfaction metrics. Ideal candidates for this position will have knowledge of Call Center management best practices, strong functional skills, and a strong forecasting ability. Key expectations of this role include providing leadership recommendations on staffing and call center coverage plans ensuring proper call center coverage plans to achieve a welcoming and positive environment for the Contact Center and it's patients.
Responsibilities:
EDUCATION
- Bachelor's degree required; concentration in business, health services administration or related field preferred
EXPERIENCE
- Two (2) years of training/education experience preferred
- Two (2) years of supervisory/leadership experience preferred
- Contact Center experience preferred
- Workforce and scheduling experience preferred
- Knowledge of Healthcare preferred
- Proficiency in Microsoft Office Suites required
- Experience with scheduling, insurance eligibility and authorization process in healthcare preferred
- Epic experience preferred
KNOWLEDGE, SKILL AND ABILITY
- Extensive knowledge of workflows
- Detail oriented
- Ability to work in a matrix reporting structure
- Ability to solve complex problems
- Ability to plan, organize and prioritize multiple priorities
- Ability to analyze data, reports and make recommendations for improved performance
- Is collaborative, team-oriented, and shows ability to lead
- Can work independently
- Demonstrates excellent, active listening skills
- Possesses excellent written and verbal communication skills
- Shows comfort with Microsoft Word and Excel
- Works well with computers and possesses good typing skills
- Demonstrates a personal commitment to promoting high performance
- Strives for continuous improvement
- Maintains high energy and a positive attitude
- Thinks quickly and uses appropriate judgment
- Demonstrates diplomacy and patience while interacting with consumers and colleagues
- Able to interact with staff, colleagues and stakeholders in a respectful manner
- Excellent time management, organizational and problem-solving skills
- Demonstrates regular, consistent and punctual attendance
- Must be able to work variable schedules
- Maintains a neat and professional appearance
WORKING CONDITIONS
ENVIRONMENT
- Normal heat, light space, and safe working environment; typical of most office jobs
