Workforce Management (WFM) Real Time Analyst

Hackensack Meridian Health Inc.; New Jersey; Remote; USD 50,000 - 80,000; Full time

Job summary

Hackensack Meridian Health is seeking a Workforce Management Real Time Analyst to provide tactical support within the Patient Access Center. This role requires effective real-time management of service levels and staff planning, utilizing tools and best practices to enhance patient service. The position offers the flexibility of remote work and emphasizes collaboration in improving healthcare delivery.

Qualifications

• Minimum of 1 year experience in Workforce Management role as a Real Time Analyst.
• Proven experience with CISCO Calabrio / UCIC or other WFM platform.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Real time monitoring of service levels and site performance.
• Address operational situations that impact productivity.
• Serve as the central point of contact for service level information.

Skills

Organization

Communication

Problem Solving

Time Management

Education

Associate Degree in Business or Statistics

Tools

CISCO Calabrio

Google Workspace

Job description

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

As a Workforce Management (WFM) Real Time Analyst, you will utilize workforce management tools and best practices to provide tactical support and effective staff planning to deliver the appropriate level of service to patients within the Patient Access Center (PAC) environment. Responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. Address a wide range of problem-solving situations that require immediate real time intervention.

This position can be fully remote.

Education, Knowledge, Skills and Abilities Required:

• Associate Degree in a Business or Statistics related field or equivalent work experience.
• Minimum of 1 year of experience in a contact center environment OR a current active Patient Access Center team member with 6+ months in the role.
• Minimum of 1 year of experience in a Workforce Management role as a RTA or Analyst.
• Proven experience with CISCO Calabrio / UCIC or other WFM platform.
• Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
• Ability to manage and prioritize multiple priorities in a dynamic fast paced environment.
• Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program
• Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
• Understands and adheres to confidentiality requirements in relation to team member information.
• Problem solving skills with the ability to approach problems logically and troubleshoot.
• Time management skills, multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
• Supports and participates in a collaborative team-oriented environment.
• Ability to communicate with all levels of management and company personnel.
• Strong organizational and planning skills with an eye for detail.
• Ability to handle multiple projects and tasks.

Education, Knowledge, Skills and Abilities Preferred:

• Proven expertise with Cisco Calabrio and CUIC Reporting platform.
• Proficient in Google Workspace (Gmail, Sheets, Docs, Slides).
• Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!