RN Care Manager at Mercy Health responsible for coordinating patient care and transitions. Focus on holistic management of patient health needs and collaboration with healthcare teams.
About the role
- Manager overseeing workforce management processes to ensure quality and efficiency within Centene's customer service operations. Collaborating with leadership for staffing and resource allocation decisions.
Responsibilities
- Manages the building and automation of capacity and scenario planning models to support service, quality, and efficiency standards
- Sets goals and objectives for workforce management team for achievement of operational results
- Manages all activities within the workforce management function for the contact center
- Drives and manages the innovation, planning and implementation of contact center efficiencies including allocating staffing based on analysis of schedules and work volume
- Collaborates with departments and contact center leadership to determine optimum staffing, scheduling, and resource allocation to ensure improved productivity and operational efficiency within the contact center
- Monitors work performance and analyze results to identify challenges and anticipate contact center’s future needs
- Develops strategies and identifies staffing needs for forecasted new businesses
- Leads and communicates the performance of the workforce management function of the contact center to senior leadership
- Maintains knowledge of all policies and procedures within the workforce department to ensure compliance of established procedures
- Partners with senior leadership to ensure consistent adherence to documented workflow guidelines and established procedures
- Partners with senior leadership to provide performance reviews and oversee the development and implementation of trainings
- Assists workforce management senior leadership in onboarding, hiring, and training new employees, recent promotes, and transfers within the workforce management department and provides input
Requirements
- Requires a Bachelor's degree and 5+ years of related experience
- Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position
- 2+ years supervisory experience preferred
Benefits
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
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