Job description

GENERAL SUMMARY OF DUTIES: The Workforce Management Lead (WFM Lead) with United Digestive (UD) is a liaison between the Patient Service Centers (PSC) leadership and team members. This position is responsible for supporting schedulers in the production of weekly schedules by managing daily operational tasks to ensure team members are in adherence with assigned schedules, and meeting company goals.
REPORTS TO: Senior Manager, Patient Service Center
RESPONSIBILIITES
Duties include but are not limited to:

• Support PSC leadership team in coaching and monitoring of frontline staff
• Ensure patient outreach deployments are competed through Auto-dialer system by coordinating and building patient touchpoint list for daily for deployment
• Provide Auto-dialer performance reporting to management and continuously assess results for performance improvement.
• Generate and analyze call trends to maximize FTE occupancy capacity
• Use call trends and historical data to formulate efficiency strategies for continuous scheduling improvement
• Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning
• Serves as WFM technology subject matter expert (SME), partners with WFM software vendor and IT to improve use of WFM tools, resulting in more accurate schedules and forecasts
• Train new PSC leadership on WFM tools, best practices and processes to help make sure staffing levels are sufficient to meet department goals
• Conduct weekly staffing schedule calibration with the leadership team for balanced staff scheduling
• Collaborate with department schedulers and department managers to ensure accurate staffing levels are met
• Enhance the schedulers solutions as well as their personal growth and development through monitoring and coaching
• Balance specialists workloads between weekly scheduling and daily operations
• Adhere to ethical standards and ensure equity when managing daily operational tasks and inquiries
• Ensure the WFM teams completion of daily schedule operations, such as leave requests and call outs
• Distribute daily PSC schedules to all team members
• Adjust lunch and break schedules daily based on unexpected staff absences
• Be a leading force devising scheduling enhancements and creating new business models
• Discover new best practices to best utilize staffing while following current labor agreements and regulations
• Monitor and adjust schedules to meet department KPIs.
• Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
• Produce daily and monthly department, as well as individual productivity and performance reports.
• Meets or exceeds quality and productivity standards as set by the Management.
• Cross train and perform other office functions as directed by management.
• Any other duties and/or special projects as assigned.

REQUIRED EDUCATION, SKILLS & EXPERIENCE
High School Diploma or GED required; Bachelors degree and one year of work experience in Workforce Management, or three to five years of experience in Workforce Management in a contact center setting required. Experience in WFM technology, advanced user in Microsoft Excel and Word, proficient in SharePoint, and advanced analytical skills required. Must be computer literate and able to operate eCW EHR. Specialty clinical or gastroenterology experience is a plus.
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ADDITIONAL SKILLS AND EXPERIENCE*
Workforce Management Lead must:

• Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect
• Displays a professional outgoing warm and helpful attitude
• Possesses compassion for dealing with people who are ill and need help
• Plan, prioritize, and complete multiple tasks
• Work under pressure; assess, respond, and communicate issues in a timely manner
• Communicate clearly with coworkers, management and patients through the telephone, email, and in-person
• Interpret and apply clinical and non-clinical policies and procedures

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PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS*
Requires sitting and standing associated with a normal office environment. Travel as business needs dictate.

Job Type: Full-time

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