Scheduling Specialist (Healthcare Call Center)

Fonemed; Canada; Remote; CAD 50,000 - 60,000; Full time

Job summary

A telehealth services provider in Canada is seeking a Scheduling Specialist to manage and generate schedules for call center teams. The ideal candidate should have prior scheduling experience, strong communication skills, and proficiency in Microsoft Office. If you thrive in a fast-paced environment and enjoy working collaboratively, this is the opportunity for you!

Benefits

Competitive compensation package

Health benefits

Retirement saving options

Paid leave program

Qualifications

• Prior scheduling experience in a contact center or healthcare environment is an asset.
• Knowledge of workforce management KPIs and scheduling.
• Demonstrate strong written and verbal communication skills.

Responsibilities

• Generate and manage schedules based on staffing requirements.
• Collaborate with departments to develop efficient schedules.
• Monitor schedule efficiency and implement necessary changes.

Skills

Effective communication skills

Attention to detail

Time-management skills

Ability to multi-task

Education

Degree or diploma in business or related field

Tools

Microsoft Office (Excel, Outlook, Word, PowerPoint)

Job description

Overview

Scheduling Specialist (Healthcare Call Center) – Full Time

Fonemed is looking for a passionate and dedicated Scheduling Specialist to join our growing team. We are seeking a motivated, organized and results-driven individual with a positive attitude and experience scheduling for large groups.

Position Overview: As the Scheduling Specialist, you will generate and manage schedules for the contact center (call center) teams based on staffing requirements. You will make staffing adjustments in accordance with the budget, daily staff levels, sick calls, call volumes and time off requests. This role is responsible for creating and maintaining schedules for both clinical and non-clinical teams located in the U.S. and Canada.

Responsibilities

• Generate, manage, and publish efficient schedules based on staffing requirements for multiple lines of business.
• Coordinate with various departments on staffing levels and contact center efficiency maximization.
• Collaborate with Clinical Directors, planning and recruitment teams to develop schedules for multiple staff groups in accordance with call volumes, legislation, and company policies.
• Review and process time-off requests based on employee accruals, operational requirements, and company guidelines.
• Coordinate and update payroll on any changes and deviations from the published schedule that affect employees’ payroll.
• Process schedule-related changes such as shift changes, shift-swaps, shift giveaways and generate daily break boards for various lines of business.
• Track staff availability and scheduling-related changes and sick calls appropriately.
• Monitor and examine schedule efficiency and implement improvements where necessary.
• Read, analyze and understand KPI reports to analyze scheduling-related impacts and make necessary changes to schedules.
• Provide ad hoc requests or project work relating to headcount, staffing, or resource management as required.

Skills and Requirements

You should possess effective communication and interpersonal skills to interact with various members of the organization on a regular basis. You will need to be flexible with last-minute changes and fair and consistent when managing the needs of individual staff members. Qualifications for this position include:

• Prior scheduling experience in a contact center or healthcare environment is an asset.
• Knowledge of workforce management KPIs, real-time monitoring and scheduling.
• Demonstrate strong written and verbal communication skills.
• Excellent attention to detail, prioritization and time-management skills.
• Ability to meet deadlines is essential.
• Basic to intermediate level proficiency in Microsoft Office (Excel, Outlook, Word, PowerPoint).
• Ability to multi-task, managing high volumes of requests and competing priorities.
• Self-starter and highly motivated with a very strong work ethic.
• Degree or diploma in business, office administration or related field preferred.
• Must be able to produce a clear background check.

Why Work with Us

With over 20 years in the telehealth industry servicing clients across North America, Fonemed prides itself on providing outstanding client experience and practicing a culture of care in everything we do. We are a growing company who values our greatest resource – our people. We provide a collaborative company culture and a welcoming team. We offer our team the opportunity to work in an exciting industry and a competitive compensation package, including health benefits and retirement saving options, as well as a great paid leave program. If you are looking for a company that values you, apply today.

Fonemed is an equal opportunity employer and is committed to diversity, equity, and inclusion. We appreciate the interest of everyone who applies for the position; however, only those selected for an interview will be contacted. Please visit our website at www.fonemed.com.