Workforce Manager - (Rhrp-3)

Are you ready to join an organization where you can achieve professional growth, personal fulfillment, connect with Veterans and make a life changing impact in people's lives? If so, we would love to speak with you!!

QTC is seeking an Workforce Manager for our Customers Service Department in our Reserve Health Readiness Program III (RHRP-3).

Position is located ONSITE at our San Antonio, TX. office 4406 Piedras Dr W, San Antonio, TX 78228

Who is QTC and what is Reserve Health Readiness Program III (RHRP-3)?

• QTC is the nation’s largest provider of disability and occupational health examination services. We are PASSIONATE about our country’s veterans, UNITED as a team and INSPIRED to make a difference. To provide high-quality, timely, and customer-focused medical examination service solutions, we honor our core values of integrity, innovation, agility, collaboration, inclusion and commitment. We celebrate diverse thinking and welcome contributions from all.
• Reserve Health Readiness Program – 3 (RHRP-3) provides health readiness support services, such as mental health assessments and post-deployment health reassessments, to the military Reserve Components nationwide and Active Duty Components in remote areas. They deliver services by group events and in-clinic individual appointments and by providing call center support.

What part would you play in this mission?

Workforce manager provides proactive, solutions-oriented support for the Call Center management and Workforce Management teams and continuous improvement of workforce processes, policies and procedure.

In this rewarding role, you will:

• Identifies, documents and reports systems performance issues as they impact the department
• Reviews contact center trends, including call center volume, call patterns, staff productivity, attrition rates and resource allocation to maintain appropriate staffing levels
• Develop detailed hiring plans for each line of business that will ensure consistent achievement of the intraday interval compliance requirements
• Assist in the coordination and oversight of audits related to contingent employee status, background checks and other contractual requirements
• Accountable for the monitoring of system and performance related issues and monitor for Corrective Action thru resolution
• Communicates effectively with partners across the organization
• Other duties as assigned
• Advise Program Director and Assistant Director of Operations regarding balancing work volume
• Oversee production of organizational charts
• Provides indirect supervision to staff and acts as an advisor or SME as required to meet schedules and resolve problems
• Participate in confidential/special projects as requested
• Provides an understanding of the exception entry process and adherence process to Operations
• Holds direct staff accountable for goals, performance and KPIs
• Will simulate the impact of proposed initiatives and confidently recommend the appropriate staffing actions for the business
• Coordinate with contingent workforce program manager to ensure all onboarding activities for new contingent staff are completed
• Work with Legal and Compliance to ensure the onboarding and off boarding of the contingent workforce is in compliance with company policies and external governing entities

You must have:

• 7 years of professional/leadership experience in managed care/medical case management
• Bachelor’s degree from an accredited college preferably in a healthcare related field or equivalent experience/combined education
• Contract requires U.S. citizenship and the ability to obtain a DoD Common Access Card (CAC
• Must be able to successfully pass contractually required Federal background check

Preferred to have:

• Call center or patient care experience
• Project management and medical case management life cycle experience
• Masters of Arts/Science from an accredited college

Typical Day:

• Hours are MONDAY - FRIDAY: 8:00am - 5:00pm with rotating evening/Saturday on call coverage
• Positions are located ONSITE at our San Antonio, TX location at 4406 Piedras Dr. West, San Antonio, TX 78228

Pay and Benefits:

Pay Range $82K – $92K annually

The QTC Management pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Commitment to Diversity

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

• This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties, and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

Experience

Required

• 7 year(s): Leadership experience in managed care/medical case management

Preferred

• Project management and medical case management life cycle experience preferred
• 7 year(s): Call center or patient care experience

Education

Required

• Bachelors or better

Skills

Preferred

• Project Management
• Coaching
• Forecasting
• Communication
• Collaboration
• Leadership
• Team Building
• Medical Terminology

Behaviors

Preferred

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Leader: Inspires teammates to follow them

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)