Description and Requirements
The Team Lead, Workforce Systems & Reporting is responsible for leading a team of Workforce Systems & Reporting Analysts and leading business process review, data analysis and reporting as it relates to activities which ensure operational effectiveness. Incumbents will assist Management by coordinating workflows and working directly with Workforce, Real Time, and Time & Attendance Analyst(s) analyzing data, creating and maintaining reporting, recommending and supporting decision making with the goal of Contact Center Operations improvement. The Team Lead is responsible for Contact Center application systems testing, implementation and analytics geared toward enhancing operational efficiency, quality, and effectiveness. The Workforce Systems & Reporting Team Lead is responsible for leading Workforce Analysts in accordance with regulatory, compliance and corporate requirements and analyzing reports to direct the supervision of inventory and performance management as well as business process/Ad hoc reporting and data analysis as it relates to activities which ensure operational effectiveness. He/she is considered the subject matter expert for Workforce related analytical, complex, and high-profile projects. The Team Lead, Workforce Systems & Reporting owns project goals by developing project plans, establishing deadlines, monitoring milestone completion, providing timely reporting of issues that impact progress and resolving conflicts. This includes documenting and prioritizing assignments.
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Duties and Responsibilities:
- Leads and develops a team of highly skilled technical and reporting analysts
- Prioritize and coordinate workflow for the team, is the point person for Workforce Effectiveness Team and coaches and instructs others as needed to increase bench strength, identify defects and improve departmental performance by supporting quality, operation efficiency and production goals
- Communicate departmentally and interdepartmentally to recommend and request new Workforce concepts and/or modifications to existing workflow, system set up, tools and designs
- Analyze and implement improvement opportunities for the department (automation, productivity, quality, deficiencies, etc.)
- Trend and compare analyses against departmental and corporate standards.
- Develop and prepare effective reporting tools and statistical reports and provide ongoing maintenance for the department
- Recommend changes to address deficiencies and/or further improve and streamline performance based on analysis findings to Management
- Responsible for the overall success of applicable testing, including results verification before Management team approval
- Provide resource planning and resolution of issues that impede the test effort
- Work with the IT Department in resolving important defects and ensuring the appropriate level of testing
- Work directly with appropriate members of the department and other Healthfirst business units to understand project concepts, objectives and approach
- Assess and prepare to address the operational impacts, workflow, and training issues of the assigned project(s)
Minimum Qualifications:
- High School diploma or GED equivalent from an accredited school
- Demonstrated ability to work within regulatory and compliance guidelines including accordance to HIPAA
- Research and analytical experience in examining problems and participation in implementing innovative solutions
- Ability to solve problems under time pressure, with frequent interruptions
- Experience with in-depth manipulation of data to assist with root-causing, trending and summarization of projects presented to various level audiences
- Working experience with call center Workforce Management software, such as Verint (Impact 360), Genesys or IEX, in forecasting and/or scheduling capacity.
- Proficiency in SQL, SAS Base coding, and SAS Enterprise Guide process flow programming
- Proficiency in Excel analytics and reporting functionality (pivot tables, graphs, v-lookup, etc.)
- Bachelor's degree from an accredited institution or at least 4 years working in a Workforce role
- Experience with SharePoint
Preferred Qualifications:
- Bachelor's degree from an accredited institution
- Demonstrated ability to exercise good judgment and work with independence and initiative as well as strong ability to work closely as a team member
- Excellent written and oral communication and interpersonal skills
- Ability to work independently as well as leading in a team environment
- Capability of multi-tasking including strong organizational and time management skills
- Advanced knowledge of theory and practice related to claims operations and workflow process
- Ability and willingness to handle increasing workload and responsibility
- Knowledge of Medicare and Medicaid programs and reimbursement methodologies
Hiring Range:
- Greater New York City Area (NY, NJ, CT residents): $81,100 - $117,470
- All Other Locations (within approved locations): $71,600 - $106,505
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
The hiring range is defined as the lowest and highest salaries that Healthfirst in "good faith" would pay to a new hire, or for a job promotion, or transfer into this role.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.