Responsible for providing work force management support to the Patient Contact Center (PCC) and other assigned Teams. Responsibilities include real time workload balancing of inbound and outbound call and non-call customer contacts, developing forecasts, assessing the operational and financial benefits and impacts of scenarios while ensuring execution to meet/exceed service level standards and efficient utilization of resources.
Accountable for real-time monitoring of workforce performance during Contact Center hours of operations, alerting management to trends, discrepancies or issues around changing service levels, day-to-day execution and throttling of the outbound customer contact campaigns, ad hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple contact center locations and diverse groups.
COMPETENCIES AND SKILLS:
Demonstrates exceptional organizational, analytical, and trouble-shooting skills.
Demonstrates proficiency with Microsoft Office software including Excel, Word, Outlook, and PowerPoint.
Demonstrates competence in written, oral and electronic communication skills, including creation and maintenance of spreadsheets.Proficiency in operational and mathematical modeling is a plus.
Demonstrates abilities in analytical thinking for problem solving leading to the formulation of independent decisions and recommendations.
Demonstrates ability to work independently in a dynamic environment, with accuracy and attention to detail.
Demonstrates ability to effectively interact in a team environment and with all levels of personnel.
Demonstrates ability to multi-task efficiently and effectively to meet the Contact Center’s needs.
EDUCATION AND EXPERIENCE:
Bachelor’s degree (prefer with quantitative/analytical orientation) and a minimum of 3 years’ experience in a healthcare call center required.
In lieu of a degree, may consider 7 years technical contact center operational experience (command center experience preferred).
Experience with contact center workforce management programs a plus.
Experience with Dialer based systems is a plus.
Knowledge of ACD systems including Contact Center/Cisco or Avaya including agent database, basic call routing, reporting, and real time monitoring preferred.
Minimum two to three years’ experience as a Contact Center Agent or equivalent customer service experience in healthcare/health plan environment preferred.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in an office environment.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. * Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.