Workforce Analyst – Revenue Cycle Customer Care - Maitland
Florida Hospital Maitland seeks to hire a Workforce Analyst who will embrace our mission to extend the healing ministry of Christ.
Established in 1908, Florida Hospital is one of the largest not-for-profit healthcare systems in the country, caring for more than a million patients each year. The Maitland Office Plaza houses our highly skilled teams that support our hospital system including Marketing, Patient Financial Services, Revenue Management, the Credit Union and Human Resources. The Trickel Building, a two-story office structure, creates an atmosphere of health and healing, with a healthy-style café and quaint chapel. The main lobby is filled with lush greenery and a light trickle of water, creating a holistic environment.
Monday – Thursday: 8am – 6pm; Friday: 8am – 2pm
The Workforce Analyst is responsible for overseeing the daily Predictive Dialer operations, developing process improvement methods and managing the staffing needs of the Revenue Cycle Financial Operations (RCFO) Call Center. Identifies, articulates and escalates issues appropriately. Adheres to Florida Hospital Corporate Compliance Plan and to all rules and regulations of all applicable local, state and federal agencies and accrediting bodies. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all..
Uses discretion when discussing personnel/patient related issues that are confidential in nature and acts accordingly
Responsive to ever-changing matrix of hospital needs and acts accordingly
Ability to communicate and work effectively with people
Excellent time-management skills and organizational agility, including the ability to effectively balance multiple ongoing projects, tasks and priorities
Work independently and as a part of an integrated team
Attention to detail with analytical and problem-solving capabilities and process improvement skills
Ability to take initiative and see tasks to completion
Computer skills and experience with Microsoft Office products
Excellent verbal and written communication skills
Skilled at establishing and maintaining positive and effective work relationships with coworkers, clients, members, providers and customers
Excellent presentation skills, facilitation skills and coaching skills
Understanding of performance metrics and quality management in a call center environment
Understanding of functional and technical aspects of workforce management in a call center environment, to include planning, forecasting, and scheduling
Associates Degree in Business, Finance, Healthcare or related field of study
Three years call center experience
Bachelor's Degree in Business, Finance, Healthcare or related field of study (preferred)
Licensure, Certification, or Registration Required:
Demonstrates through behavior Florida Hospital's Core Values of Integrity, Compassion, Balance, Excellence, Stewardship and Teamwork as outlined in the organization's Performance Excellence Program
Responsible for managing all staffing needs of the Call Center which includes forecasting, modeling staffing requirements, developing optimized schedules, and administering the day-to-day scheduling of Customer Service Advisors.
Utilizes the Noble Predictive Dialer for scheduling, tracking and monitoring outbound call campaigns. Manages outbound call volumes to achieve optimal service levels.
Utilizes the Noble Predictive Dialer for reporting the daily/weekly/monthly call center statistics to include call center volumes, full time employees' schedule adherence, and service level achievement.
Engages and manages staff in the various workforce management activities of forecasting, scheduling, monitoring queues, call volumes, and off-phone activities. Implements and maintains best practices and processes in forecasting and scheduling in order to consistently achieve optimal call handling resolution.
Manages the Noble Predictive Dialer daily functions, including oversight of technical operations, opening and closing of Call Center groups and overseeing downtime procedures.
Provides general oversight of call center training, ensuring staff are properly trained, and performance meets quality objectives and all service level expectations.
Participates in team meetings and committees to ensure all quality metrics are achieved within the Call Center team.
Address special projects as necessary and adapt to the changing requirements of the business.
If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Workforce Analyst opportunity with Florida Hospital Maitland and apply online today.
Florida Hospital is dedicated to improving lives not only in Central Florida, but also around the world. As a destination hospital, we are committed to serving the health care needs of our patients with a holistic approach to heal the mind, body and spirit. We strive to be the hospital of choice for patients, physicians and employees. Over the last 100 years, Florida Hospital’s mission remains unchanged: to extend the healing ministry of Christ.