Posted On: 1-30-2023
Position Title: Workforce Mgmt Specialist
Job Location: Lexington, KY – Remote
Apply Online: https://careers-commonspirit.icims.com/jobs/282880/workforce-mgmt-specialist-contact-ctr/job?mode=view&mobile=false&width=1170&height=500&bga=true&needsRedirect=false&jan1offset=-300&jun1offset=-240
CHI Saint Joseph Medical Group now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health includes 275 providers delivering quality care to patients across 88 locations in central and eastern Kentucky. Our full service network delivers a variety of Primary Care Services including Family Internal Geriatric and Pediatric Medicine in addition to several specialties to deliver custom care based on the unique needs of our patients.
Must reside in Kentucky for training purposes
Job Summary Under the oversight of the Supervisor of Contact Center Workforce Management, the Workforce Management Specialist monitors, interprets, analyzes, and rates the workforce to reduce overhead costs, and increase patient access satisfaction and experience. Creates, edits and modifies schedules for the Physician Enterprise Connection Center department using current software or other approved means to publish and maintain accurate resources for the connection center employees, as well as usable reporting for the leadership team. Prepares daily attendance reports and manages schedules to ensure that there are adequate resources for all departments for the continuous improvement of operations. Pro-actively and effectively plans and coordinates off-line events minimizing the impact to patient access.
The Workforce Management Specialist also:
*Engages staff and cultivates a connection center culture that prioritizes humankindness and patient-centric care
consistent with Dignity Health and the medical group’s “way” and culture.
*Understands call center operations and applies good judgment when making decisions as it pertains to workforce
*Informs the Supervisor of Contact Center Workforce Management of necessary updates related to staffing needs,
training, and quality of service, based on real time observations during daily operations and collaboration with
respective parties. Assists in updating and generating schedules and reports based on organizational needs.
*Works closely with contact center leadership and staff to ensure that all fiduciary and operational goals are met.
- Contact Center Analytics and Reporting
1.1 Effectively monitors real time reporting to ensure the best patient access possible is achieved and service level goals are met. Provides value-added input to drive continual improvements while supporting standardization and streamlining.
1.2 Effectively uses communication resources, email and workforce management software to update published schedules. Optimizes contact center staff, processes schedule changes, time of requests, overtime requests, and voluntary time off.
1.3 Analyzes connection center goals and staffing needs to meet service delivery goals. Makes accurate short and mid-term projections to establish needs and resource requirements including generation forecast, schedules, and shift bids as needed to effectively balance patient access and staffing levels.
1.4 Analyzes productivity, adherence, occupancy, and other metrics trends to identify opportunities for better efficiency, and provides recommendations as required for both phone and non-telephony related activities.
1.5 Maintains excellent record of agent related records, staff groups, events, and attendance to track and report on attendance compliance.
1.6 Partners with respective parties in the organization to create and maintain processes that will aid in the identification of performance gaps and/or training and business opportunities.
1.7 Collaborates with operations leadership to provide feedback on observations of workforce deficiencies and develop processes that will aid in the identification of performance gaps analysis to deliver the highest level of efficiency
1.8 Perform analytical reports and update staffing information for trends that impact patient access to balance staffing needs and be financially resourceful in conjunction with operational needs for the connection center department through continuously flexing.
1.9 Takes ownership and initiative on staffing recommendations and document escalations with ability to develop and implement standard processes for consistency across the department in agreement with operational standards and enhance support satisfaction across the connection center team.
1.10 Must be able to handle more than one task / project at a time.
1.11 Perform other responsibilities and functions as directed.
2 Contact Center- Patient Access
2.1 Provides monitoring and guidance to staff via real-time agent activity reporting, and schedule to adherence to maintain balanced occupancy, reduce extensive use of not ready time, and balance skills workload.
2.2 Communicates professionally and proficiently with representatives when out of adherence based on established thresholds, to ensure patient access is available daily for multi-site operations.
2.3 Manages real-time inbound call traffic to help ensure that patient access is balanced across all lines of service and service level goals are met by daily skilling adjustments, and identifying cross-training opportunities.
3 Contact Center- Accountability
3.1 Leads by example and creates a contact center learning environment that fosters Dignity Health’s mission, vision, values and the Standards of Conduct. Ensures staff is connected to how they contribute to the mission of patient care and community relations.
3.2 Ensures that the contact center operates in compliance with Human Resources policies and procedures, as well as any applicable collective bargaining agreements. Ensures employees receive adequate training and complete assigned training in a timely manner
3.3 Promotes a culture of safety, including transparency in reporting and disclosure of incidents in a timely manner. Promotes a proactive culture for reporting issues and concerns. Conducts required drills and/or trainings as directed by quality, risk, safety, emergency preparedness and compliance. Supports and executes any associated improvement or action plans.
3.4 Coordinate and schedule annual compliance trainings and other organization requirements for contact center agents.
Experience in multi-site call center monitoring, planning, and scheduling in real time while working collaboratively in cross functional environment.
Must be a problem solver, self-starter and works independently and with others in a team environment.
Two or more years of experience with contact center workforce management/planning preferred.
Two year degree and/or a combination of education and/or additional job related experience may be substituted in lieu of the degree.
Bachelor’s degree in Computer Science, Mathematics, Information Systems, Engineer, Business Administration, or related field is