Director, Workforce Management Jobs

Role Summary:

We are a hybrid, office-remote organization that is focused on developing our talent anywhere. We have multiple locations across North America.

The Director of Workforce Management has dual responsibilities to manage the Community WFM technology to support all Meduit’s call center operations and developing the centralized “Dialer Driver” functionality to manage all outbound patient contact efforts (dialer campaigns, manual, text, email, chat, etc.).

The primary responsibility is to design and execute customized strategies, oversee the workforce management technology, schedule creation & adherence reporting, drive daily staff production, manage specific client expectations/work standards to achieve both superior performance for our clients and financial performance for Meduit. The secondary role will be to develop a team to support the growth of the business in both the workforce management team and the centralized contact management team to drive the overall workforce optimization efforts.

Key Accountabilities:

• Projects a favorable image of the company to promote the Company vision, mission and values and enhance public recognition and acceptance of all its areas of endeavor
• Communicates areas of accountability and performance expected of personnel assigned
• Maintains a favorable working relationship with all other company employees to foster aid promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness
• Performs other duties as assigned with positive attitude and passion for growth, development, and success
• Provide leadership and oversight of technology utilized across the organization and develop interface between the production teams and these solutions
• Analyzes results and trends and communicate results to leadership
• Identify workflow monitoring, process improvements, and implement policies & procedures to improve performance and occupancy metrics
• Establish strategies, program standards, measurement, and adherence. Responsible for creating, analyzing, and presenting production reports for clients and managers.
• Ensures Team members meet deadlines and demonstrate quality & accuracy
• This position manages all employees of the department and is responsible for leadership, performance management and hiring of the employees
• Keeps immediate superior and key customers promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken
• Responsible for hiring, coaching and performance management of direct reports

Competencies:

• Written/verbal communication
• Project management
• Decision making
• Experience with Workforce Management technology, preferred experience with CommunityWFM
• Direct management experience over multi/omni channel patient communication solutions (Predictive/Unattended dialer, Texting, Chat, etc.), preferred experience with TCN dialer
• Customer/client focus
• Problem solving & strong technical analysis background
• Technical Capacity

Success Measures:

• Self Sufficient, analytical, well organized, and process driven
• Improvement of employee productivity, occupancy, and schedule adherence
• Feedback loop to key leaders
• Maintaining optimal performance against inbound and outbound call volumes
• Dedicated focus on improving patient communication methodology
• Ability to manage multiple, competing priorities

Recommended Qualifications:

• Ability to work with confidential information, understand, and comply with all HIPAA and privacy guidelines
• Working knowledge of MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet, and keyboarding
• Bachelor's degree in operations management, business management or equivalent and at least 8+ years of previous workforce management experience
• Capable of working 50-60 hours per week, possibly including shifts to cover all US time zones
• Preferred experience of 3 to 5 years in healthcare RCM specific patient communication
• Experience with coaching and developing staff and 2+ years managing multiple teams with varying responsibilities
• Demonstrated ability to work successfully in a fast-paced, deadline-oriented environment

Preferred Qualifications:

• Experience with SQL and Crystal reporting systems.
• Knowledge of TCN, Finvi, Noble or other call center solutions
• Management experience with complex scoring & segmentation models

Meduit is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, military status, genetic information, sexual orientation, marital status, domestic violence victim status or status as a protected veteran or any other federal, state, or local protected class.