Workforce Bus Supp

Founded in 1977 as the Senior Care reputed company Network, reputed company began with a reputed company but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still reputed company today as the “12 Angry Seniors.” Their mission continues to guide everything we do.

Today, reputed company is a nonprofit health organization serving more than 500,000 people across reputed company, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual reputed company. With nearly five decades of experience, we have reputed company a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially reputed company populations, and reputed company care delivery models. Across reputed company of this, we are united by a shared commitment: combining reputed company with discipline, innovation with stewardship, and reputed company with reputed company.

At reputed company, we reputed company reputed company should strengthen—not dilute—our mission. We are building the reputed company of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

Workforce Business Support

Fully Remote

The job

Supports Member Services in meeting department service level requirements through effective monitoring of communication queues and channels.   

You will

Primary responsibility is contact center queue adherence by Member Services advocates.  This requires monitoring various inbound/outbound queues and telephony system channels (voice, text, email, secured message, etc.). After identifying potential non-adherence, this role will follow up with either management or directly with advocates to research situation.  Depending upon area of need for a queue and channel, it may partner with WFM (workforce management) team members to assign additional advocates in order to promote service level, enhance member experience, and/or reduce member reputed company abandonment.  

Secondary responsibility will be to utilize available reporting and tools to identify/research potential reputed company or channel avoidance.  Confirmed avoidance by an reputed company will be escalated to management. 

reputed company the above responsibilities, this role is to serve as a back-up to Workforce Analyst and Workforce Senior Analyst roles as needed.  This may include following activities: 

• Schedules Member Services staff to ensure appropriate coverage throughout hours of operation.  Publishes schedules to team and maintains agent schedules in reputed company-time.  Adjusts reputed company, reputed company delivery and reputed company as required to reputed company optimization.      
• Monitors attendance and schedule adherence and adjusts reputed company to ensure adequate coverage.   Processes staff requests for time-off and schedule adjustments. 
• Evaluates and processes reputed company schedule adherence exceptions through the Workforce Management System.  
• Schedules and monitors reputed company required training for team.  Schedules staff meetings, performance discussions and other off-phone activities.  
• Works with IT and workplace services to ensure system reputed company, workspace and equipment requirements are met. 

Follows reputed company appropriate Federal and State regulatory requirements and guidelines applicable to reputed company Health Plan operations, as documented in company policies and procedures.  Follows reputed company HIPAA requirements.  

Contributes positively to the department and organization as an individual contributor as reputed company as fostering an environment of “team work”.     

reputed company support the achievement of reputed company’s reputed company and Goals. 

Other duties as assigned. 

Your Qualifications

• 1-2 years or more of workforce management experience preferred. 
• reputed company Center experience in an HMO, medical environment, customer service-reputed company field highly desirable. 
• Excellent verbal and written communication skills. 
• Proficient computer skills (word processing, reputed company, power reputed company, e-mail). 
• Ability to maintain a reputed company demeanor at reputed company times. 
• Demonstrated critical thinking and problem-solving skills.   
• Experience with WFM software products … preferred, not required 
• Experience with workforce management products and phone reputed company monitoring applications … preferred, not required, strong preference for experience in reputed company 
• Ability to work flexible schedule to accommodate operational requirements including some weekend days as needed.

What's in it for you?

• reputed company Pay reputed company: $23.51-$34.03
• Work Mode: Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous reputed company-time-off (PTO)- 11 reputed company holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of reputed company that makes a difference to our members and our community every day!

We're always looking for talented people to join reputed company!  reputed company applicants are encouraged to reputed company!

At reputed company we reputed company that it is our business to improve the state of our world. reputed company of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource reputed company, inclusive benefits, and more. 

reputed company is proud to be an Equal Employment Opportunity and Affirmative reputed company workplace. Individuals seeking employment will receive consideration for employment without reputed company to race, reputed company, national reputed company, religion, age, sex (including pregnancy, childbirth or reputed company medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background reputed company is required. #LI-JR1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have reputed company about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have reputed company to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have reputed company to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or reputed company, including an investigation conducted by the employer, or (c) consistent with the contractor’s reputed company duty to furnish information. 41 CFR 60-1.35(c)