Workforce Management Specialist

at  Ventra Health Inc

About Us:

• Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, and now radiology, through the recent combining of forces with Advocate RCM. Focused on Revenue Cycle Management and Advisory services, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.

Job Summary:

• We are seeking a highly organized and motivated professional to fulfill the role of Workforce Management Administrator for our Contact Center. The ideal candidate should be focused on improving productivity, reducing labor costs, and improving customer service. The Workforce Management Administrator will work closely with the Contact Center’s leadership team to help identify and correct issues as they arise. This professional will be responsible for all WFM tasks and supporting the business by identifying key insights relating to the Contact Center. Key responsibilities will include attendance and scheduling functions, monitoring real-time schedule adherence, and preparing and distributing reports.

Essential Functions and Tasks:

• Monitor real time schedule adherence.
• Prepares daily/weekly/monthly reporting to support the Contact Center.
• Manage scheduling changes to ensure adequate daily resource coverage.
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Analyze PTO submissions and approve/deny based on their effect on operations.
• Coordinate and facilitate cross functionally to capture forecast and staff impacting activities.
• Provides analytical support for special projects.
• Performs special projects and other duties as assigned.

Education and Experience Requirements:

• Bachelor’s degree or 4-year College Course
• Two (2) plus years of relevant experience. Preferred: 2-5 years’ experience in Workforce Management, preferably in healthcare industry.

Knowledge, Skills, and Abilities:

• Skills in complex problem solving, judgment, critical thinking and decision making.
• Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies
• Ability to be highly organized with an emphasis on accuracy and timeliness.
• Demonstrated strong analytical skills with the ability to identify trends
• Ability to make decisions and solve problems while working under pressure
• Ability to work alone with minimum supervision, and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
• Intermediate knowledge of Microsoft Excel with working knowledge of Microsoft Access
• Knowledge of database applications (SQL, Oracle, Access, etc.)
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Experience with phone software (Ring Central/Max Agent a plus)
• Ability and willingness to learn new software applications.
• Ability to maintain confidentiality
• Ability to sit the entire workday viewing a computer monitor.

• Monitor real time schedule adherence.
• Prepares daily/weekly/monthly reporting to support the Contact Center.
• Manage scheduling changes to ensure adequate daily resource coverage.
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Analyze PTO submissions and approve/deny based on their effect on operations.
• Coordinate and facilitate cross functionally to capture forecast and staff impacting activities.
• Provides analytical support for special projects.
• Performs special projects and other duties as assigned