Workforce Management Specialist

Network Health; Brookfield (WI, IL); Hybrid; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking organization dedicated to creating healthy communities in Wisconsin. As a Workforce Management Specialist, you will play a key role in optimizing staffing and scheduling to meet operational goals. Your expertise in real-time adherence and scheduling software will be crucial in managing team resources effectively. This position offers flexibility to work from home or in-office, fostering a hybrid work environment. If you're passionate about improving customer experiences and thrive in a dynamic operations setting, this opportunity is perfect for you.

Qualifications

• 3 years of experience in an operations environment, especially in customer experience.
• 1-3 years of workforce management experience preferred.

Responsibilities

• Coordinate day-to-day real-time adherence resources for service level standards.
• Develop scheduling plans for off-phone activities and monitor inbound phone queues.

Skills

Customer Experience

Scheduling Software

Operations Management

Data Analysis

Education

High School Diploma

Bachelor's Degree in Communications or Healthcare

Tools

Workforce Management Software

Job description

Description

Network Health's success is rooted in its mission to create healthy and strong Wisconsin communities. It drives the decisions we make, including the people we choose to join our growing team.

Network Health is seeking a Workforce Management Specialist who will be responsible for coordinating the day-to-day real time adherence resources required to meet the service level standards of the Operations Team. Develop a comprehensive scheduling plan to coordinate all off-phone activity including team meetings, supervisor coaching sessions and training. The WFM Specialist will work directly with leaders in each functional area to make short term staffing recommendations and ensure that adequate staff are available to meet all production and team goals. The WFM Specialist will also coordinate with the Manager, Member Experience Performance & Quality in generating reports, communicating results, and producing ad-hoc reporting as required.

Job Responsibilities:

• Demonstrate commitment and behavior aligned with the philosophy, mission, values, and vision of Network Health.


• Appropriately apply all organizational, regulatory, and credentialing principles, procedures, requirements, regulations, and policies.


• Utilize real time adherence and scheduling software to determine the proper shift coverage by adjusting resources to accommodate changes in call volume / service activity or resource availability.


• Monitor inbound phone queues and statistics in real time, communicating adjustments and changes to staff as needed to ensure adherence to scheduling and service level metrics.


• Optimize break and lunch scheduling to efficiently staff the Member Experience department.


• Review new scheduling adjustments and time off requests, responding in a timely manner.


• Manage time off in the Workforce Management software as well as establishing thresholds and planning for both scheduled and unscheduled absences.


• Compile standard reports on metrics, trending, and productivity.


• Attend daily workforce management huddles to share insights, recommend changes and answer questions.


• Other duties as assigned.

Job Requirements:

• High School required but Bachelor's degree in communications, healthcare related field or equivalent experience preferred.


• 3 years of experience in an Operations environment, especially related to customer experience, claims processing, health care or related.


• 1-3 years workforce management experience preferred

Candidates must reside in the state of Wisconsin for consideration. This position is eligible to work at your home office (reliable internet is required), at our office in Brookfield or Menasha, or a combination of both in our hybrid workplace model.


Network Health is an Affirmative Action & Equal Opportunity Employer. We encourage applications from all backgrounds, communities and industries, and are committed to having a team that is made up of diverse skills, experiences and abilities. We are committed to equality and diversity within Network Health.

Network Health is a DiversityJobs Employer Member for our commitment to diversity in the workplace.

*WARNING: Please beware of phishing scams that promote work-at-home opportunities and which may also pose as legitimate companies. Please be advised that Network Health recruiter will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for a role with our company. All of our positions require that you first complete an online application.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.