Workforce Management Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $94.9k - $130.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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CenterWell Senior Primary Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

CenterWell Senior Primary Care is a healthcare provider focused on delivering personalized primary care to senior citizens. The company emphasizes a comprehensive and holistic approach to healthcare, addressing the physical, social, and emotional needs of older adults. As part of its service offerings, CenterWell includes home health services and pharmacy support to complement its senior primary care. The organization is committed to offering stability, inclusive benefits, and career growth opportunities for its employees while maintaining a culture of mutual respect and mindfulness. CenterWell is a brand under the larger healthcare entity, Humana.

📋 Description

• Lead a team of Workforce Management Analysts through coaching, development, feedback, and performance improvement • Assess organizational staffing and identify scheduling and intraday-management requirements and solutions for Front Office and Back Office environments • Analyze Specialty Pharmacy call center and Mail Order Pharmacy talent and staffing needs through enterprise-level strategic planning • React to daily, weekly, and monthly volumes, handle times, and rates to determine staffing-level changes needed to meet service levels • Collaborate across departments and conduct briefings and area meetings • Maintain frequent contact with department leadership • Make decisions regarding resources, approaches, and tactical operations for CenterWell Pharmacy projects • Identify and resolve complex technical and operational issues involving scheduling procedures, real-time workload requirements, and call routing • Optimize efficiency and occupancy while meeting performance and service-level requirements • Collaborate with stakeholders to identify workforce-utilization and service-improvement opportunities

🎯 Requirements

• 6 or more years of Workforce Management (WFM) experience • 3 or more years of management experience leading a team of direct reports • 2 or more years of experience with call center/telephony systems, including Five9, Verint, Genesys or related systems • Comprehensive knowledge and proficiency with Microsoft Office Suite, including Word, Excel and PowerPoint • Excellent communication and presentation skills • Ability to work with and influence business stakeholders, vendors, and onsite/remote teams at all organizational levels • Strong analysis, critical thinking, and analytical problem-solving skills • Ability to handle multiple tasks and deadlines with attention to detail • Prior experience in healthcare, pharmacy operations and/or payer environments preferred • Experience managing vendor oversight, including performance metrics, SLAs and P&L across onshore, nearshore, and far shore teams preferred • Prior experience in Process or Project Management preferred • Bachelor's degree preferred • Self-provided internet service with at least 25 Mbps download and 10 Mbps upload • Ability to work from a dedicated space without ongoing interruptions to protect PHI/HIPAA information

🏖️ Benefits

• Bonus incentive plan based on company and/or individual performance • Medical, dental and vision benefits • 401(k) retirement savings plan • Paid time off • Company and personal holidays • Paid parental and caregiver leave • Short-term and long-term disability • Life insurance • Occasional travel to Humana offices for training or meetings • Remote work arrangement • Dedicated workspace and internet requirements to support effective remote work