What are the responsibilities and job description for the Manager, Workforce Management position at MDVIP LLC?
Who is MDVIP? Since opening the first affiliated practice in 2000, the MDVIP membership-based personalized healthcare program now empowers nearly 400,000 people to reach their health and wellness goals through in-depth knowledge, expertise, and one-on-one coaching with over 1,200 of the finest primary care doctors in America. MDVIP-affiliated doctors provide the highest level of personalized health care through consultations, comprehensive screenings, and advanced testing coupled with a wellness plan devised to help manage acute and/or chronic medical needs. MDVIP-affiliated doctors utilize the latest healthcare technologies in order to advance the delivery of primary care and improve health outcomes in America.
MDVIP has consistently been recognized as a Great Place to Work® employer since 2018, (Greatplacetowork.com/certified-company/MDVIP) and was named by Fortune and Great Place to Work® as one of the 2024 Best Workplaces in Healthcare™ .
- Provides coaching and counseling to direct reports.
- Guides team through scheduling and staffing issues and resolves, as necessary.
- Interviews and selects quality hires for Workforce Management positions.
- Plans and maintains staffing levels for maximum productivity and quality.
- Accounts for attendance of staff and documents all HR requirements.
- Implements policies, procedures, programs including training, goal setting, standards, and benchmarks to evaluate staff performance and continuously improve processes/procedures
- Supervises the generation of complex queries and reporting of quantitative Data Quality Metrics to stakeholders and leadership to help teams meet KPIs. Perform recurring and ad hoc analyses to identify root causes of trends within Salesforce and inContact.
- Creates, analyzes, and maintains all (standard and ad hoc) contact center reporting (Agent stats, Daily flash, monthly and yearly reports). Recommends actions to supervisors/managers based on analysis of reports.
- Works with department leadership to create reports and appropriate communications for field teams, and various other departments with recommendations regarding trends/results.
- Manages and maintains dashboards within Salesforce and inContact for PCC and Patient Advocates.
- Designs and maintains data dictionary documents based on stakeholder requirements for multiple platforms, including inContact, Salesforce, and MAS500 Map, Mass 500, and bulk data loads.
- Leads technology enhancement efforts for telephony, reporting, and other projects as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education / Experience / Knowledge:
Associate degree or equivalent from a two -year college and at least five years related business experience; or equivalent combination of education and experience where two years related experience equals one year of schooling. Related experience assumes a similar corporate role focused on providing various reporting and administrative support to management in a contact center environment. Prior MDVIP experience may substitute for one year of the supervisory experience requirement.
- Ability to establish work priorities.
- Work independently and manage objectives with little supervision/guidance.
- Experience in reporting and analytics.
- Experience in Contact Solution Software (ie., InContact, NICE)
- Prior work experience in CRM solutions.
Work Environment:
- Prolonged periods of sitting at a desk and using hands/fingers for working on a computer.
- Specific vision abilities include close vision and the ability to adjust focus from near to far.
- Must talk and/or hear for significant periods of each day.
- Must be able to lift and/or move up to 15 pounds periodically.
Corporate based role: As a corporate based role in Boca Raton, FL, employees are expected to work from the corporate office. At no time may work be performed, or computer systems accessed, from outside of the U.S.
At no time may work be performed, or computer systems accessed, from outside of the U.S.
Individuals hired must be able to perform essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MDVIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
