Senior Call Center Workforce Analysis Project Coordinator/Afternoons (Hybrid - Troy, MI) - Health Alliance Plan
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.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health 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.