Clarest Health · 2 months ago
Sr. Manager Workforce Optimization
Phoenix, AZ
Full-time
Hybrid
Senior Level
$120K/yr - $125K/yr
7+ years expClarest Health is a company focused on healthcare services, and they are seeking a Senior Manager for Workforce Optimization. This role will lead workforce planning, scheduling, and performance management in a hybrid clinical call center environment, ensuring service levels and quality standards are met through strategic initiatives and collaboration with various departments.
Health CareInformation TechnologySoftware
Responsibilities
Develop and maintain forecasting and capacity-planning models for inbound/outbound calls, clinical assessments, print & mailing operations, and pharmacy processing
Design staffing schedules and real-time adherence plans to meet SLAs for multiple skill tiers (pharmacists, technicians, onboarding specialists, mailing staff)
Partner with clinical operations and pharmacy leadership to align workforce strategy with patient volume projections, campaign launches, and seasonal fluctuations
Build and distribute workforce performance reports and dashboards (using Excel, Power BI, or similar) to monitor key metrics: call handle time, occupancy, shrinkage, SLA attainment, and agent productivity
Lead weekly/monthly staffing review meetings and present capacity forecasts, headcount needs, and cost implications to executive stakeholders
Implement and optimize workforce management tools (e.g., NICE, Calabrio, Verint) to automate scheduling, intraday management, and real-time analytics
Drive continuous improvement initiatives—workforce efficiency, quality of service, and employee engagement—through root-cause analyses and cross-functional projects
Oversee adherence to compliance and regulatory requirements in scheduling, labor laws, and clinical documentation
May lead a small team of workforce analysts and scheduling coordinators in the future; will play a key role in developing team structure, setting performance expectations, and supporting career development planning
Qualification
Required
Bachelor's degree in Business Administration, Healthcare Management, Industrial Engineering, or related field
7+ years of progressively responsible experience in workforce management or capacity planning within a healthcare call center, pharmacy operations, or clinical services environment
Proven track record designing and implementing forecasting models for high-volume inbound/outbound call operations
Advanced proficiency in workforce management applications (e.g., NICE, Calabrio, Verint)
Strong data-analysis skills in Excel and BI tools
Excellent leadership and project management skills
Strong written and verbal communication skills with executive presentation experience
Ability to translate complex data into actionable insights for a non-technical audience
Preferred
Master's degree in Healthcare Administration, Operations Research, or related discipline
Certification in Workforce Management (WFM) or Project Management (PMP, Lean Six Sigma)
Project management and process improvement (Lean Six Sigma preferred)
Knowledge of healthcare/pharmacy operations, MTM programs, and call center workflows
Working knowledge of MTM programs, pharmacy workflows, or clinical contact-center operations (highly preferred)
Experience with medication therapy management platforms, EHR integration, or pharmacy claims systems, preferred
Familiarity with mail-fulfillment operations and batch-job scheduling, preferred
Track record of leading virtual or hybrid teams and implementing remote-work scheduling policies, preferred
Company
Clarest Health
Clarest Health provides medication management software solutions for patients in senior living facilities and homes for healthier lives.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Paul Meyeroff
Co-founder & Growth Leader
Recent News
The Business Journals
2024-05-24
2022-04-16
Company data provided by crunchbase