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)⠀Staffing &⠀Reporting⠀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.⠀In⠀addition,⠀you will⠀also help⠀drive⠀critical⠀business⠀decisions⠀by⠀analyzing⠀metrics⠀and⠀designing⠀reports.⠀You must⠀have a⠀clear and⠀working⠀understanding⠀of the⠀inter-relationships⠀between⠀capacity⠀planning,⠀forecasting,⠀staffing,⠀scheduling⠀and all⠀issues⠀that⠀impact the⠀Patient⠀Access⠀Center's⠀service⠀levels and⠀take⠀actions to⠀resolve or⠀reduce the⠀impact.⠀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.
Responsibilities:
A day in the life of a
Workforce Management (WFM) Staffing & Reporting Analyst
at Hackensack Meridian Health includes:
- Monitor⠀and react⠀to Service⠀level⠀alerts by⠀managing⠀and⠀performing⠀recovery⠀actions to⠀ensure a⠀high level⠀of service⠀for⠀internal⠀and vendor⠀partners.
- Forecast⠀and plan⠀with a⠀high⠀degree of⠀accuracy:⠀interval,⠀daily and⠀monthly,⠀quarterly⠀call⠀volumes,⠀handle⠀times, and⠀SLAs.
- Create,⠀modify and⠀maintain⠀forecast⠀models⠀that⠀accurately⠀predict⠀events⠀given⠀changes in⠀various⠀operating⠀assumptions.
- Determine⠀proper⠀shift⠀coverage⠀by⠀adjusting⠀center⠀resources⠀to⠀accommodate⠀changes in⠀call⠀volume/service⠀activity⠀or⠀resource⠀availability.
- Integrate⠀and⠀analyze⠀data from⠀various⠀sources,⠀including⠀but not⠀limited to⠀workforce⠀data,⠀patient⠀data,⠀financial⠀data, and⠀operational⠀data.
- Develop⠀and⠀maintain⠀reporting⠀and⠀dashboard⠀solutions⠀using⠀tools such⠀as Google⠀Data⠀Studios,⠀Power BI,⠀or similar⠀platforms.
- Prepare⠀monthly,⠀weekly,⠀and ad hoc⠀reports as⠀necessary⠀including⠀key⠀business⠀metrics⠀reports,⠀performance⠀reports,⠀and⠀dashboards⠀with⠀consistency⠀and⠀accuracy.
- Optimize⠀weekly⠀schedule,⠀including⠀breaks,⠀lunches,⠀offline⠀activities,⠀based upon⠀forecasted⠀contact⠀volume and⠀handle⠀times.
- Utilize⠀WFM tools⠀to⠀determine⠀staff⠀requirements⠀for⠀internal⠀and⠀outsourced⠀vendors.
- Create⠀and⠀continually⠀improve⠀scheduling,⠀analytics,⠀reporting,⠀performance⠀including⠀service⠀level,⠀Average⠀Speed of⠀Answer,⠀adherence,⠀productivity⠀and⠀shrinkage,⠀real-time⠀management⠀and⠀forecasting⠀tools and⠀capabilities.
- Approve/Deny⠀schedule⠀time off⠀and⠀overtime⠀based upon⠀the active⠀forecast⠀and⠀intraday.
- Monitor⠀real-time⠀adherence⠀and call⠀statistics⠀and⠀communicate⠀with⠀supervisors⠀to ensure⠀on-phone⠀and⠀off-phone⠀activity⠀is managed⠀efficiently⠀throughout⠀the⠀day.
- Provide⠀real-time⠀escalation,⠀recovery,⠀and⠀restore⠀capabilities⠀for any⠀failure of⠀service.
- Continuously⠀review⠀existing⠀processes⠀and⠀research⠀new ones⠀for⠀possible⠀automation⠀improvements⠀or⠀enhancements.
- Manage⠀business⠀activities⠀such as⠀root cause⠀analysis,⠀staff⠀skill and⠀profile⠀management.
- Perform⠀various ad⠀hoc⠀analyses;⠀formulate⠀conclusions⠀and⠀present to⠀management.⠀(i.e call⠀volume⠀allocations⠀across⠀internal⠀and⠀external⠀partners).
- Maintain⠀correct⠀schedule⠀information,⠀including⠀FMLA, days⠀off/vacations,⠀team⠀meetings.
- Ensure⠀schedule⠀integrity⠀by⠀maintaining⠀accurate⠀agent⠀information⠀including⠀multiple⠀status⠀levels;⠀hours⠀available⠀to⠀work.
- Provide⠀feedback⠀to the⠀management⠀team⠀regarding⠀agent⠀scheduling⠀concerns.
- Other⠀duties⠀and/or⠀projects⠀as⠀assigned.
- Adheres⠀to HMH⠀Organizational⠀competencies⠀and⠀standards⠀of⠀behavior.
Qualifications:
Education, Knowledge, Skills and Abilities Required:
- Bachelors⠀degree⠀and/or 5+⠀years⠀experience⠀in⠀high-volume,⠀multi-skilled⠀and⠀multi-site⠀Contact⠀Center.Workforce⠀Management⠀Analysis⠀position⠀OR a⠀current⠀active⠀Patient⠀Access⠀Center⠀team⠀member⠀with 6+⠀months in⠀the⠀role.
- Excellent⠀analytical⠀and⠀mathematical⠀skills.
- 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.
- Operations⠀Management⠀Skills -⠀proven⠀ability to⠀identify,⠀collect⠀and⠀analyze⠀operations⠀performance⠀data and⠀other⠀related⠀data to⠀improve⠀performance.
- 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,⠀ability to⠀approach⠀problems⠀logically⠀and⠀troubleshoot.
- Time⠀management⠀skills,⠀ability to⠀multitask,⠀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:
- Degree in⠀statistics,⠀applied⠀mathematics,⠀computer⠀science,⠀engineering,⠀or closely⠀related⠀concentrations.
- Proven⠀expertise⠀with Cisco⠀Calabrio⠀and CUIC⠀Reporting⠀platform.
- Proficient⠀in Google⠀Workspace⠀(Gmail,⠀Sheets,⠀Docs,⠀Slides,⠀Drive,⠀Data⠀Studio).
- Knowledge⠀of SQL and⠀Google⠀BigQuery.
- Experience⠀with⠀extensive⠀call⠀center⠀telephony⠀systems,⠀including⠀IVR, CRM,⠀WFM,⠀speech⠀analytics,⠀call⠀recording,⠀etc.
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