WFM Manager

JOB POSITION

Strategically plan and manage staffing levels, optimize schedules, and oversee workforce-related processes. This role involves forecasting, analyzing data, and implementing strategies to ensure efficient staffing, which directly contributes to improved operational performance, cost-effectiveness, and the delivery of quality healthcare services

JOB RESPONSIBILITY

• Forecasting and Planning: Analyze historical data to project future workloads and staffing needs. This includes predicting claims processing demands.
• Staff Scheduling: Develop efficient staff schedules that align with forecasted workloads to ensure optimal coverage and service levels are met.
• Real-Time Management: Monitor real-time operations to ensure staffing levels are adequate and adjust resources as needed to address any discrepancies between expected and actual workloads.
• Performance Analysis: Analyze key performance indicators (KPIs) such as average handling time, service levels, and adherence rates to assess workforce efficiency.
• Coordination with Teams: Work closely with operations and claims processing teams to communicate staffing plans and adjustments, ensuring all groups are aligned with workforce strategies.
• Capacity Planning: Develop long-term capacity plans to support organizational growth strategies and changes in business volumes.
• Reporting and Analytics: Generate reports and provide analyses on workforce performance and productivity metrics to management for informed decision-making.
• Technology Utilization: Leverage workforce management software and tools to optimize scheduling, forecasting, and reporting processes.
• Continuous Improvement: Identify and implement process improvements to increase efficiency, reduce costs, and enhance service quality.
• Regulatory Compliance: Ensure all workforce management practices adhere to relevant healthcare regulations and compliance standards.
• Stakeholder Collaboration: Engage with various stakeholders, including leadership, to support strategic initiatives and align workforce strategies with business goals.
• Team Leadership: Lead and manage a team of workforce analysts or specialists, providing guidance, support, and direction to achieve departmental goals.
• Performance Management: Conduct regular performance reviews, provide feedback, and implement development plans to enhance team effectiveness and individual growth.
• Training and Development: Identify training needs and opportunities for team members, facilitating continuous learning and skill development to improve workforce management practices.
• Talent Acquisition and Retention: Participate in the recruitment process to attract and hire qualified candidates while fostering a positive work environment to retain existing talent.
• Conflict Resolution: Address and resolve any interpersonal conflicts or issues within the team, ensuring a collaborative and constructive working atmosphere.
• Communication: Act as a liaison between the workforce management team and other departments, ensuring clear and effective communication regarding workforce plans and updates.
• Goal Setting and Alignment: Establish clear objectives and goals for the team that align with organizational priorities and track progress towards these goals.
• Resource Allocation: Ensure the team is adequately resourced and equipped to meet operational demands, optimizing the allocation of human and technological assets.
• Mentorship and Coaching: Provide mentorship and coaching to team members, supporting their professional development and fostering a culture of continuous improvement.
• Change Management: Lead the team through organizational changes, ensuring smooth transitions and minimal disruption to workflow and morale.

QUALIFICATION

• Bachelors or Masters degree
• SQL and Analytical Tools skills

EXPERIENCE

Overall 13+ years of work experience in US healthcare with minimum five years of supervisory experience required.

SKILLS AND COMPETENCIES

• Working knowledge in CI&W and SQL
• Intermediate to expert skills in Excel and reporting/analytics tools
• Knowledge about end-to-end US health Insurance Claims life Cycle
• Strong experience in Simon Dashboards, Score Card Metrics and SLAs