Real Time Administrator, Workforce Management
Offer summary
Qualifications:
Minimum 2-3 years of related experience or equivalent education., Knowledge of telephony and Workforce Management (WFM) systems preferred., Strong proficiency in Microsoft Excel; basic knowledge of Outlook and Word required., Ability to work in a fast-paced environment with changing priorities, demonstrating attention to detail and problem-solving skills..Key responsibilities:
- Monitor real-time demand and key performance metrics, communicating points of exposure.
- Deploy resources according to plan and manage service levels, including unplanned coverage as needed.
- Coordinate workforce deployment and schedules through verbal and written communication.
- Update weekly schedule exceptions and support ad-hoc schedule requests.
Job description
About Transcarent:
Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.
A day in the life…
- Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure
- Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities
- Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue
- Minimize the general over- and under-serving of accounts
- Minimize fire-drills to recover service levels
- Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules
- Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests
- Escalate systems-related issues, as appropriate
What we are looking for…
- 2-3 years minimum related experience preferred or equivalent combination of education and experience.
- Knowledge of telephony and WFM systems preferred, but not required.
- Strong knowledge of Microsoft Excel preferred; basic knowledge of Microsoft office applications (Outlook, Word) required.
- Time management and task prioritization; ability to work in a fast-paced environment with changing priorities.
- Detail-oriented, inquisitive, enjoys problem-solving.
- Proven ability to ‘roll up your sleeves’ and make a contribution quickly.
- Operates from a perspective of truly caring about and creating value for our clients (internal and external).
- Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions.
Benefits
Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
HDHP medical plan with generous employer contributions towards an HSA
401(k) Retirement Plan with matching employer contributions
Paid Time Off
Generous Holiday Schedule + 5 floating holidays
18 weeks of paid parental leave
Subsidized commuter benefits programs
Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
1 Volunteer days per year
Our people are the Heart of Accolade
Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values:
Member Obsessed
For everything we do, we ask ourselves: Is this going to make our member’s life measurably better?
Be Fearless
We think differently. We do what’s never been done. We are reinventing healthcare every step of the way.
Stronger Together
We honor the differences among one another and know that our unique perspectives drive us forward.
Genuine Care
We care deeply about the human beings we work with and serve. We have each other’s back.
Embrace Reality
We bring the data, tell the truth, and trust each other.
Relentless Execution
We operate with a bias for action. Take initiative, move fast & have fun.
Want to learn more about who we are and what we value? Check out our Culture Book here!
Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.
To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.
Required profile
Experience
Hard Skills
Other Skills
- Problem Solving
- Microsoft Excel
- Prioritization
- Microsoft Office
- Time Management
- Detail Oriented
- Teamwork
- Communication
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