Under the general guidance and supervision of the Director of Shared Services (SS), the Shared Services Workforce Manager plans, develops, administers, and coordinates all daily functions surrounding the WFM support of the contact center. The SS Workforce Manager works closely with Department/Division Contact Centers, Department/Division Leadership, and Administrative Leadership.
Essential Duties & Responsibilities:
Manages the scheduling, forecasting, and agent productivity support within the contact center
Use Workforce Optimization (WFO) software to improve efficiency
Forecast staffing needs, taking into account contact volume and headcount requirements
Manages the scheduling and the processing of time-off requests
Generates reports to show changes to productivity or performance
Provide updates on efficiency to company leaders
Uphold a high standard of customer service through real-time monitoring that drives accessibility
Serves as liaison with all practice management and contact center management to ensure their satisfaction with the administrative and financial support of their practice. Interacts closely with Deppartment/Division Directors to address productivity or performance/behavioral issues, responding to complaints or concerns.
In conjunction with Brigham leadership, develops programs and processes to ensure quality customer service initiatives are met focusing on a patient-centric, customer first approach for all telephone encounters, patient appointment scheduling calls, and internet-based inquiries.
Sets performance expectations and Key Performance Indicators (KPIs) for all staff in conformance with Brigham policies and expectations for the Contact Centers
Conducts interviews and participates in hiring decision for management level positions and key SS personnel; coordinates orientation program for new managers.
Conducts performance evaluations and administers merit salary increases in accordance with established salary budget levels.
Assists in the preparation of annual budgets and maintains control over yearly operational budgets. Forecast needs for personnel, supplies, equipment, and training. Prepares and presents the final annual budget to senior management as required.
Assists Director in maintaining control over yearly operational budgets. Create awareness of budget process, productivity/revenue projections, and ongoing involvement in assessment of revenues and expenses. Works closely with managers/supervisors to minimize overtime expenses and maintain budget levels.
Leads the creation of call and appointment scheduling standards for interacting with patients at each telephone touch point including the development of scripts for key issues, pathways for resolving patient inquiries and requests, as well as general FAQs that arise from the patient appointment scheduling process.
Monitors staff, and patient satisfaction.
Collects patient satisfaction data to provide insight into patient telephone access issues as well any other relevant competitor or Brigham related issues occurring in the marketplace.
Works as part of the Brigham team for issues such as, but not limited to, Epic/EMR, Telecom upgrades; IT software conversions, new program development, and JCAHO compliance.
Reviews and analyzes Shared Services performance data and provides reports as appropriate to key stakeholders throughout the enterprise.
Incorporates Brigham's Vision, Guiding Principles, Mission Statement, and Goals into daily activities.
Complies with and enforces all Brigham Policies and behavioral expectations.
Maintains courteous and effective interactions with colleagues, senior management/administration, and patients.
Demonstrates an understanding of the job description, performance expectations, and competency requirements.
Demonstrates a commitment toward meeting and exceeding the needs of Brigham patients and customers and consistently adheres to customer service standards.
Participates in departmental and/or interdepartmental quality improvement activities as required.
Performs all other duties as needed or directed to meet the needs of the department as required by management.
Manager Milestones for Initial 12 Months of Employment
Successfully manages supervisors to create a positive patient experience across the hospital and improve patient access to care
Conversant in EMR/Epic schedule system enough to run reports to analyze accounts and assist supervisors when scheduling questions arise.
Proactively reviews and updates Brigham policies and procedures and enforces the policies across the health system.
Focuses on ways to work collaboratively with supervisors and fellow leadership in other departments to achieve overall departments call quality, patient/caller satisfaction, and revenue procurement goals.
Work Schedule:
On Call: Yes
Shift Rotation: No
Weekends: Possibly
Qualifications
Qualifications:
Bachelor's degree (B.S/B.A.) from a four-year college or university
Five years related experience in successful management of a complex contact center environment, preferably focusing in progressive healthcare management.
Knowledge, Skills & Abilities:
Position requires strong interviewing and interpersonal skills.
Organization - proactively prioritizes needs and effectively manages both human and capital resources.
Communication - communicates clearly and concisely with all department personnel.
Leadership - guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services in the market.
Best Practices - implements contact center best practices and key performance indicators (KPIs) for CC.
Customer orientation - establishes and maintains long-term relationships with both internal and external customers of SS, building trust and respect by consistently meeting and exceeding expectations
Tactical execution - oversees the development, deployment and direction of complex programs and processes
Policies & Procedures - articulates knowledge and understanding of organizational policies, procedures, and systems
Financial Management - applies tools and processes to successfully manage budget
Excellent written and verbal communication skills required to interact with patients and clinical staff.
Strong knowledge of clinical practices. Excellent personnel management skills and demonstrated ability to provide leadership
Demonstrated competency in successful change management, operational efficiency, and process improvement initiatives
Ability to manage patient access and revenue cycle functions through managing identified key performance metrics, quality, compliance, employee retention as well as budgetary parameters
Ability to influence change and process improvement without solid-line reporting
Strong collaboration skills for influencing standardization and change within entity and corporate departments as well as physicians and their offices in order to ensure the overall success of the patient access and revenue cycle operations.
Functional comprehension of Contact Center technologies such as Epic, ShoreTel, quality recording/monitoring, Cisco, workforce management, patient portal, etc.
PC skills - demonstrates proficiency in Microsoft Office applications and others as required.
EEO Statement
Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.
