The Workforce Management Analyst is responsible for planning and schedule adjustments, daily schedule management including assistance with creation of schedules, managing PTO, unexpected time off, and making necessary inbound call queue changes to ensure maximized agent utilization and meeting of set service levels. The Analyst is also responsible for assisting with call center reporting, as well as performing minor analytical duties related to call center trends for strategic planning. The Analyst works collaboratively with Call Center Supervisors to meet the goals and objectives of the department. Licensure, Certification, or Registration Requirements for Hire: N/A Licensure, Certification, or Registration Requirements for continued employment including CPR, etc.: N/A Level and type of experience REQUIRED: Minimum of three (3) years of Workforce and/or supervisory experience Previous experience with Microsoft Office applications (at the intermediate level) and e-mail/calendaring Level and type of experience PREFERRED: Previous experience in Workforce role or setting Previous experience building and managing employees’ schedules Previous experience with call center metrics Some experience using business intelligence tools, ie., Cognos, Avaya, Power BI, Tableau Education/training REQUIRED: High School Diploma or equivalent. Education/training PREFERRED: Bachelor’s or Master’s Degree in Business, Statistics, Healthcare Management or related field from an accredited program. Independent action(s) required: All day-to-day operations of the department are handled independently. Advice and guidance are sought from the Administrator/Manager on an as needed situational basis and when there is a major impact on activity outside the department. Actions that are taken without prior approval include daily operational functions and communication with physicians, patients, admissions and related departments in support of patient needs and unit operations. Manages and trains all staff as needed. Works effectively with diverse and expansive populations and prioritize and adequately handle multiple tasks. Works effectively with multiple departments to facilitate optimal functioning of the department to meet patient, staff and provider needs. Monitors real-time queue performance and make necessary changes to improve performance Creates training, breaks, and staffing schedules based around call arrival patterns. Managing PTO, Callouts, any unexpected time off. Managing schedule changes, schedule change requests and any extenuating circumstances Performs basic outlier analysis with limited supervision Monitors real-time agent statistics to ensure schedule adherence Creates ad hoc reporting utilizing MS Excel, Tableau, CMS Supervisor Assists in daily reporting functions as needed Assists in ACD phone routing system (Avaya) Supervisory responsibilities (if applicable): Directs the work of call center team members related to schedule management in the absence of the Call Center Supervisor. Additional position requirements: Age Specific Groups Served: All Physical Requirements (includes use of assistance devices as appropriate): Physical: Lifting less than 20 lbs. Activities: Prolonged sitting, Walking (distance) Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional: Fast pace environment, Able to handle multiple priorities, Frequent and intense customer interactions, Able to adapt to frequent change DEPARTMENT: Patient Appointment Center AU: 8851 JOB TITLE: Workforce Supervisor A. GENERAL DESCRIPTION OF POSITION Briefly state the chief objective of this position and age group(s) to be served (if applicable): Individual will be responsible for assisting with call center reporting, as well as performing minor analytical duties. In addition, the successful applicant will assist in creating schedules, managing PTO, unexpected time off, and making necessary inbound call queue changes to ensure maximized agent utilization and meeting of set service levels. Applicant will also work collaboratively with supervisors to meet the goals and objectives of the department. Licensure, Certification, or Registration Requirements for Hire: N/A Licensure, Certification, or Registration Requirements for continued employment including CPR, etc.: N/A Level and type of experience REQUIRED : Minimum of three (3) years of Workforce and/or supervisory experience Previous experience with Microsoft Office applications (at the intermediate level) and e-mail/calendaring Level and type of experience PREFERRED: Previous experience in Workforce role or setting Previous experience building and managing employee’s schedules Previous experience with call center metrics Some experience using business intelligence tools, ie., Cognos, SAS, SPSSAvaya, Power BI, Tableau Education/training REQUIRED: Bachelor’s Degree in Business, Statistics, Healthcare Management or related field from an accredited program Education/training PREFERRED: Master’s Degree in Business, Statistics, Healthcare Management or related field from an accredited program. Describe independent action(s) required: All day-to-day operations of the department handled independently. Advice and guidance are sought from the Administrator/Manager on an as needed situational basis and when there is a major impact on activity outside the department. Actions that are taken without prior approval include daily operational functions and communication with physicians, patients, admissions and related departments in support of patient needs and unit operations. Manages and trains all staff as needed. Works effectively with diverse and expansive populations and prioritize and adequately handle multiple tasks. Works effectively with multiple departments to facilitate optimal functioning of the department to meet patient, staff and provider needs. Monitor real-time queue performance and make necessary changes to improve performance Create training, breaks, and staffing schedules based around call arrival patterns. Helping manage and create all phone trees and adjustments that route into the Patient Appointment Center Managing PTO, Callouts, any unexpected time off. Managing schedule changes, schedule change requests and any extenuating circumstances Perform basic outlier analysis with limited supervision Monitor real-time agent statistics to ensure schedule adherence Create ad hoc reporting utilizing MS Excel, Tableau, CMS Supervisor Assist in daily reporting functions as needed Assist in ACD phone routing system (Avaya) Describe supervisory responsibilities (if applicable): N/A Additional position requirements such as shift rotations, weekends, environment, etc. : B. PHYSICAL REQUIREMENTS: (Check all Essential Physical Requirements that Apply to this Position) Physical: x Lifting < 20 lbs. Lifting 20-50 lbs. Lifting 50-100 lbs. Lifting >100 lbs. Other: describe— Activities: Prolonged standing x Prolonged sitting Frequent bending x Walking (distance) Climbing (steps, ladder, other) Reaching (overhead, extensive, repetitive) Repetitive motion: Other: Mental/Sensory: x Strong recall x Reasoning x Problem solving x Hearing x Speak clearly x Write legibly x Reading x Logical thinking Other: Emotional: x Fast pace environment Steady pace x Able to handle multiple priorities x Frequent and intense customer interactions Noisy environment x Able to adapt to frequent change Age Specific Groups Served: All C. Position Specific Competency and Performance Expectations Duties and Responsibilities: Performance Expectation: Plans and, assists andorganizes assigned projects. Takes accountability for ensuring that the activities of the Team are supporting effective operation of the PAC and agent activities are completed in an efficient, thorough manner. Maintains daily communication with supervisors, leadership team, and neighborhoods as needed. Demonstrates the ability and skill to handle agent schedule adjustments; appropriately refers unresolved issues to the supervisor. Communicates directly with supervisor providing feedback to facilitate quality assurance. Monitors call volume and adjusts skills as needed to keep abandonment as low as possible. Follows the established department call handling protocol with each call including scheduling, PTO, and appointment scheduling. Enters complete and accurate information when communication via database, emails or messaging. Adjusts own work routine based on call volume, staffing and needs of other team members. 2. Performance Expectation: Workforce & Operational Relationship Development Be a brand ambassador representing the Patient Appointment Center to all internal and external stakeholders. Collaborate with internal teams to address agent and supervisor access needs. Partner with operations to assist with the development and delivery of training, as needed. Build and maintain relationships with supervisors, team leads and key stakeholders. Identifies strengths among agents and utilize staff based on individual strengths. Identifies weaknesses among agents, coaches’ agents for improvement and evaluates effectiveness of plan on an ongoing basis. Ensures that assigned agents complete all mandatory annual training. Reviews/approves time off requests per staffing guidelines and attendance policy. Helps manage agent timesheets for compliance to attendance, tardiness and PTO usage. Performance Expectation: Data Collection & Reporting Identify key metrics and develop reports to measure and report on patient appointment center, accomplishments, trends, and obstacles. Provides detailed analysis, research, and recommendations on project status to manager and key stakeholders at a set cadence. Identifies and manages project obstacles and challenges and outlines recommendations for resolution. Supports Team by monitoring call volume during peak volume times. Adjusts agent skills as needed to meet the demand of incoming calls and keeps Team abandonment as low as possible. Monitors daily Team reports identifying problem areas quickly to improve quality performance. Reviews scheduling instruction screens according to standards and ensures content is current, correct , clear, uncomplicated and without unnecessary, extraneous data and information. Monitors and reports any equipment issues in a timely manner. Reviews downtime policies, procedures and forms with agents in order for workflow to be seamless in the event of system or equipment failure. Participates in performance improvement activities as appropriate to role. Performance Expectation: Miscellaneous Responsibilities Performs other duties as assigned and/or participates in special projects in order to support the mission of VCUHS and department. Other duties as assigned may include communicating reports, building templates and presentations, various administrative tasks and/or special projects as instructed by executive management. Aids team members. Accepts alternate assignments, as required. EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4. Who We Are Inventing better care, day by day by discovery Sound outrageous? It absolutely is. Sound impossible? That’s never stopped us before. Sound like hard work, intense research, collaboration with experts around the world, sheer brainpower meets unrelenting willpower? That’s. Exactly. Right. We’ll do whatever it takes to offer the best in care and empower the best in quality of life. And it’s an approach that works — whether it’s a patient who undergoes a new, life-saving procedure or a clinical researcher who finds promise in a new cancer treatment, exciting new medicine is happening at VCU Health. We have it all: • One college and four health sciences schools • An academic medical center • A Level I trauma center • One of only two NCI-designated cancer centers in Virginia • The region’s only full-service children’s hospital • More than 800 physicians in 200 specialties • With a community health center, dedicated research teams, facilities and valued partners in every field Our medical teams are top notch. And we’re not too shy to boast of internationally known physicians, some recognized as the best in the country, top-ranked local specialists and all-around all-stars at every level. From our very first years to our most recent advancements, we are driven to learn more, dig deeper, teach passionately and never rest in order to be a true leader in discovering what’s possible in health and recovery. We are a comprehensive system of care and a pioneer of health. Read VCU Health Year In Review for more about our accomplishments.