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The Vision
The Mass General Brigham system is embarking on an Ambulatory Care Transformation journey. The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization.
*Employees are expected to be onsite (Assembly Row - Somerville) for all hours worked during the first 60-90 days of employment for onboarding/training.
The Opportunity
The Workforce Management Analyst is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.
Responsibilities
Location
Our team is based out of our Mass General Brigham headquarters located in Assembly Row (Somerville, MA). Our 160-person office suite serves as the onboarding/training hub for the Schedulers, Referral Coordinators, Registration Specialists, and Clinical Advice/Triage Nurses that join our team as part of our Ambulatory Care Transformation Initiative. Employees are expected to be onsite for all hours worked during the first 60-90 days of employment for onboarding/training. There are options for hybrid work after the successful completion of the training program, based on performance.
Qualifications - External
Qualifications
EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Schedule:
Experience:
Work Location: Hybrid remote in Somerville, MA 02145
Full Time
Hospital
$79k-105k (estimate)
10/18/2023
05/07/2024
massgeneralbrigham.org
MEDWAY, MA
>50,000
1994
$10B - $50B
Hospital
Mass General Brigham is an integrated academic health care system, uniting great minds to solve the hardest problems in medicine for our communities and the world. Mass General Brigham connects a full continuum of care across a system of academic medical centers, community and specialty hospitals, a health insurance plan, physician networks, community health centers, home care, and long-term care services. Mass General Brigham is a nonprofit organization that is committed to patient care, research, teaching, and service to the community. In addition, Mass General Brigham is one of the nations ...leading biomedical research organizations and a principal teaching affiliate of Harvard Medical School.
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The job skills required for Workforce Management Analyst (Call Center - Hybrid) include Workforce Management, Scheduling, Call Center, WFM, Planning, Forecasting, etc. Having related job skills and expertise will give you an advantage when applying to be a Workforce Management Analyst (Call Center - Hybrid). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Workforce Management Analyst (Call Center - Hybrid). Select any job title you are interested in and start to search job requirements.
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