1 Workforce Management Analyst Level 1 Job in Lewisville, TX
Touchstone Medical Imaging is Hiring a Workforce Management Analyst Level 1 Near Lewisville, TX
Provides operational support for the Patient Access Center of Excellence (PACE) teams, by analyzing and maintaining schedules, staffing requirements, real time adherence, and service levels. Strategizes, recommends, and enters all events (i.e.: meetings, projects, training classes, and coaching sessions) using standard WFM tools including Five9. Works closely with management to support capacity planning including emergency contingency plans.
Duties/Responsibilities:
Workforce Management Duties (90%)
- Performs intraday analysis, monitoring for needed adjustments and communicating recommendations for Voluntary Time Off (VTO), Additional Hours, Flex Scheduling, or other actions to adjust staff accordingly with current volume
- Updates WFM Platform with schedule updates, exceptions, PTO, schedule swaps and other requested changes for accurate tracking of off-phone activities
- Manages agent profiles within WFM Platform
- Track and update attendance based off employees the attendance line
- Real Time Adherence: monitoring agent states and communicating infractions with management
- Production and dissemination of daily/weekly/monthly reports for review
- Schedule generation and publishing
- Monitor outbound performance checking for daily record loads and managing all outbound campaigns to completion
- Maintains and strategizes agents’ skill routing to meet service level goals
- Greet visitors and vendors in a courteous and helpful manner
- Greet employees in main reception area
Required Knowledge, Skills, and Abilities:
- Knowledge of and adherence to company policies and protocols
- Knowledge of and adherence to HIPAA and safety guidelines
- Knowledge of basic level computer skills
- Skill in organizing and prioritizing work and following assignments through to completion
- Skill in written and verbal communication
- Demonstrated knowledge and understanding of contact center KPI metrics
- Ability to create and manage schedules and performance tracking in WFM system
- Ability to follow instructions but work with minimal direct supervision
- Ability to work independently and in a team environment
- Ability to work in a fast paced environment and meet established deadlines
- Ability to be flexible in schedule and adaptable to constant change
- Ability to effectively handle details with accuracy
- Ability to take initiative to improve processes, think strategically and identify trends
- High School Diploma or equivalent required; Bachelor’s degree preferred
- 2-5 years’ experience working in healthcare environment
- Experience with Microsoft Office; including Excel
- 2 years’ experience in a high-volume contact center environment
- 1 year of WFM experience preferred
- Familiarity with Five9 technology required
- Requires the use of office equipment, such as computers, fax machines, telephones and copiers
- Requires computer related activities for extended periods of time
- Requires the ability to see, hear, speak, write and key
- Requires the ability to occasionally lift items up to 20lbs
Job Summary
Full Time
Ambulatory Healthcare Services
$66k-88k (estimate)
06/15/2024
08/13/2024
touchstoneimaging.com
RICHARDSON, TX
100 - 200
1991
CHRISTIAN C RICE JR
$10M - $50M
Ambulatory Healthcare Services
Related Companies
About Touchstone Medical Imaging
Mission: To offer patients and physicians the highest quality outpatient imaging services and to support them with a deeply instilled work ethic of personal service and integrity Company Overview: Touchstone Medical Imaging, LLC is a leading provider of diagnostic imaging services in the United States. Headquartered in Franklin, Tennessee, Touchstone owns and operates diagnostic imaging facilities nationwide. The imaging facilities provide a wide range of imaging services in a comfortable, service oriented outpatient environment. The Touchstone philosophy is to bring together state of the art ...equipment, the most qualified radiologists in the community, and superior customer service for the referring physicians, patient, and payors to provide the best in outpatient radiology. We are well known for our uncompromising commitment to patient care provided in a warm, caring atmosphere, and a strong belief that quality diagnostic imaging and excellence in service results in cost effective medical care. See our Social Media Policy here: https://www.touchstoneimaging.com/social-media-terms-of-use/
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