Senior Call Center Workforce Analysis Project Coordinator/Afternoons (Hybrid - Troy, MI) - Health Alliance Plan
🔍 Troy, Michigan
This position will require the availability to work afternoons on a regular basis as well as weekends during annual enrollment period which is October through March.
General Summary:
The Senior Project Coordinator Command Center is responsible for workforce management of the Client Services department, which includes scheduling, reporting, and forecasting to ensure effective operations of the call center. Lead and provide strategic planning and development based on Client Services metrics for call volume, staff levels, and technology needs.
Principal Duties and Responsibilities:
- Oversees forecasting and planning metrics in order to support Client Services and ensure adequate staffing levels necessary to maintain member satisfaction.
- Develop staffing schedules that support the forecasted workload and enables Client Services to meet service level objectives, quality objectives and employee paid time off entitlements.
- Provide strategic planning that will drive improvements in Client Services performance.
- Effectively provide support to leader for staff which includes recruitment, performance management, engagement, and employee development.
Education Required:
- Bachelor's Degree in Health Care, Business or a related field; or six (6) years of related work experience.
Experience Required:
- Minimum of five (5) years’ experience in a health care or insurance environment.
- Minimum of three (3) years of customer service experience in call center environment overseeing workforce management.
- Minimum of one (1) year of experience in project management of corporate-wide projects and initiatives of a highly complex nature.
Preferred:
- Accounting and/or Statistic Background.
Skills and Abilities:
- Strong organizational and communication skills, both verbal and written and the ability to express ideas logically and persuasively.
- Excellent analytical and decision making skills.
Overview
HAP is a Michigan-based, nonprofit health plan that provides health coverage to individuals, Â Â Â Â Â companies and organizations. A subsidiary of Henry Ford Health System, we partner with doctors, employers and community groups to enhance the overall health and well-being of the lives we touch. With more than 1,100 dedicated and passionate employees, our goal is to make health care easy for our members.
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Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a
$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites
including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and
other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system
now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one
of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the
health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s Â
major academic medical centers, receiving between $90-$100 million in annual research funding and
remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical
education and training, the health system has trained nearly 40% of physicians currently practicing
in the state and also provides education and training for other health professionals including nurses,
pharmacists, radiology and respiratory technicians. visit HenryFord.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Â Henry
Ford Health System has a new approach for its employee benefits program - My Choice
Rewards. Â My Choice Rewards is a program as diverse as the people it serves. Â There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. Â As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness
and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other
benefits and services. Employee's classified as contingent status are not eligible for benefits
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.