JFK Johnson Rehabilitation Institute · 14 hours ago
MANAGER OF PATIENT ACCESS CENTER (PAC) WORKFORCE MANAGEMENT & DATA ANALYTICS
Edison, NJ
Full-time
Onsite
Senior Level
$96K/yr - $96K/yr
5+ years expHackensack Meridian Health is dedicated to transforming healthcare and serving as a leader of positive change. The Manager of Patient Access Center (PAC) Workforce Management & Data Analytics is responsible for developing strategies for workforce planning and performance analytics to improve patient experience, while leading a team of analysts and overseeing data reporting systems.
Hospital & Health Care
Responsibilities
Lead the overall strategy for workforce planning and analytics, designing call flows, managing Interactive Voice Response (IVR)/Intelligent Virtual Assistant/Agent (IVA) tools, and advising senior leadership on long-term capacity planning while overseeing vendor performance
Manage the complete data analytics function by setting data governance standards and overseeing all reporting, while using advanced analytics and Artificial Intelligence (AI) to analyze data from key systems--including WFM software, EMRs (i.e., EPIC), and Knowledge Management--as well as patient surveys to drive performance improvements
Monitor and react to SLAs by managing and performing recovery actions to ensure a high level of service
Continuously review existing processes and research new ones for possible automation improvements/enhancements
Provide real-time escalation, recovery, and restore capabilities for any failure of service
Provide key performance indicator (KPI) reporting compared to goals
Manage business activities such as root cause analysis, staff skills, and profile management
Forecast call volumes with a high degree of accuracy: interval, daily/monthly call volumes, handle times, and SLAs, applying knowledge of AI-powered forecasting models
Utilize workforce management tools/software (i.e., Calabrio WFM, Verint, Genesys) to determine staff requirements
Create, modify, and maintain forecast models that accurately predict events given changes in operating assumptions
Perform various ad hoc analyses, formulate conclusions, and present to management
Maintain correct schedule information, such as Family and Medical Leave Act (FMLA), days off/vacations, team meetings, etc
Ensure schedule integrity by maintaining accurate agent information, including but not limited to multiple status levels such as hours available to work
Provide feedback to the management team regarding agent scheduling concerns
Manage and oversee team performance through performance planning, coaching, and performance appraisals. Hold direct reports accountable for managing and developing their assignments to ensure goals are achieved. Mentor and develop a high-performing team of analysts with technical skills in data analysis, statistical modeling, and WFM principles
Maintain a working knowledge of applicable Federal, State, and local laws and regulations, HMH Compliance Program, Standards of Conduct, as well as other policies to ensure adherence
Understand and adhere to confidentiality requirements in relation to team member information
Support and participate in a collaborative team-oriented environment
Provide regular coaching and feedback to direct reports to help grow functional skills and leadership capabilities
Demonstrated understanding of performance and leadership bar and effectively apply to hiring decisions
Understand and communicate the department's vision to team members
Set clear expectations and build robust onboarding plans for new team members
Understand team member engagement and motivation, working to retain team members
Set objectives with team members that enable the achievement of department and functional goals
Identify and actively drive team changes and staffing and training needed to support capacity needs
Other duties and/or projects as assigned
Adheres to HMH Organizational competencies and standards of behavior
Qualification
Required
Bachelor's degree in Business Analytics, Data Science, statistics, applied mathematics, computer science, Healthcare Administration, or a closely related field
Minimum of 5 years of experience in a role combining Workforce Management and Data Analytics within a high-volume contact center
Minimum of 3 years of experience in people management, preferably leading a team of analysts
Demonstrated expertise in data visualization tools (i.e., Google Looker, Tableau, Power BI) to create insightful dashboards and reports for executive audiences
Experience with extensive call center telephony systems, including but not limited to Interactive Voice Response (IVR), Customer Relationship Management (CRM), Workforce Management (WFM), speech analytics, call recording, etc
Excellent verbal and written communication skills, with the ability to present complex data and strategic recommendations clearly to senior leadership
Problem-solving skills, including but not limited to the ability to approach problems logically and troubleshoot
Time management skills, including but not limited to the ability to manage and prioritize multiple priorities in a dynamic, fast-paced environment
Experience managing personnel directly and/or indirectly
A manner that reflects honest, ethical, and professional behavior
Operations management skills that include a proven ability to identify, collect, and analyze operations performance data and other related data to improve performance
Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms
Advanced proficiency in SQL for data extraction, manipulation, and analysis
Preferred
Proven expertise and knowledge with Cisco
Proficient in Google and/or Microsoft Advanced Sheets/Excel, Access, and/or SQL
Experience in a healthcare Patient Access Center or a similar healthcare environment
Direct experience managing or reporting on Knowledge Management, Intelligent Virtual Assistant/Agent (IVA), and Electronic Medical Record (EMR) systems (i.e., EPIC)
Experience managing vendor relationships and performance
Benefits
Health, dental, vision, paid leave, tuition reimbursement, and retirement benefits
Company
JFK Johnson Rehabilitation Institute
Offering New Jersey’s most comprehensive rehabilitation services, JFK Johnson Rehabilitation Institute is a 94-bed facility located in Edison, NJ, serving residents of the tristate area for more than 40 years.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase