Manager of Patient Access Center (PAC) Workforce Management & Data Analytics

Hackensack Meridian Health•Edison, NJ

About The Position

Overview Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Manager of Patient Access Center (PAC) Workforce Management & Data Analytics is responsible for developing the strategy for workforce planning, healthcare technology, and performance analytics across both internal teams and vendor partners. Owns the reporting and analytics process, from ensuring data accuracy to creating executive-level dashboards and translating data into clear insights that guide business strategy to improve the patient experience. Uses advanced analytics, workforce management tools, and current industry best practices to ensure effective staff planning to deliver a high-quality, efficient service experience to patients within the PAC environment for the Hackensack Meridian Health (HMH) network. Balances daily operational leadership--which includes taking decisive action based on a deep understanding of how staffing and scheduling impact service levels and ensuring all service level agreements (SLAs) are met--with providing strategic, data-driven recommendations to senior leaders to inform long-term business decisions. Leads a team of analysts, oversees all data and reporting systems, and fosters a culture of data-driven improvement.

Requirements

Bachelor's degree in Business Analytics, Data Science, statistics, applied mathematics, computer science, Healthcare Administration, or a closely related field.
Minimum of 5 years of experience in a role combining Workforce Management and Data Analytics within a high-volume contact center.
Minimum of 3 years of experience in people management, preferably leading a team of analysts.
Demonstrated expertise in data visualization tools (i.e., Google Looker, Tableau, Power BI) to create insightful dashboards and reports for executive audiences.
Experience with extensive call center telephony systems, including but not limited to Interactive Voice Response (IVR), Customer Relationship Management (CRM), Workforce Management (WFM), speech analytics, call recording, etc.
Excellent verbal and written communication skills, with the ability to present complex data and strategic recommendations clearly to senior leadership.
Problem-solving skills, including but not limited to the ability to approach problems logically and troubleshoot.
Time management skills, including but not limited to the ability to manage and prioritize multiple priorities in a dynamic, fast-paced environment.
Experience managing personnel directly and/or indirectly.
A manner that reflects honest, ethical, and professional behavior.
Operations management skills that include a proven ability to identify, collect, and analyze operations performance data and other related data to improve performance.
Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.
Advanced proficiency in SQL for data extraction, manipulation, and analysis.

Nice To Haves

Proven expertise and knowledge with Cisco.
Proficient in Google and/or Microsoft Advanced Sheets/Excel, Access, and/or SQL.
Experience in a healthcare Patient Access Center or a similar healthcare environment.
Direct experience managing or reporting on Knowledge Management, Intelligent Virtual Assistant/Agent (IVA), and Electronic Medical Record (EMR) systems (i.e., EPIC).
Experience managing vendor relationships and performance.

Responsibilities

Lead the overall strategy for workforce planning and analytics, designing call flows, managing Interactive Voice Response (IVR)/Intelligent Virtual Assistant/Agent (IVA) tools, and advising senior leadership on long-term capacity planning while overseeing vendor performance.
Manage the complete data analytics function by setting data governance standards and overseeing all reporting, while using advanced analytics and Artificial Intelligence (AI) to analyze data from key systems--including WFM software, EMRs (i.e., EPIC), and Knowledge Management--as well as patient surveys to drive performance improvements.
Monitor and react to SLAs by managing and performing recovery actions to ensure a high level of service.
Continuously review existing processes and research new ones for possible automation improvements/enhancements.
Provide real-time escalation, recovery, and restore capabilities for any failure of service.
Provide key performance indicator (KPI) reporting compared to goals.
Manage business activities such as root cause analysis, staff skills, and profile management.
Forecast call volumes with a high degree of accuracy: interval, daily/monthly call volumes, handle times, and SLAs, applying knowledge of AI-powered forecasting models.
Utilize workforce management tools/software (i.e., Calabrio WFM, Verint, Genesys) to determine staff requirements.
Create, modify, and maintain forecast models that accurately predict events given changes in operating assumptions.
Perform various ad hoc analyses, formulate conclusions, and present to management.
Maintain correct schedule information, such as Family and Medical Leave Act (FMLA), days off/vacations, team meetings, etc.
Ensure schedule integrity by maintaining accurate agent information, including but not limited to multiple status levels such as hours available to work.
Provide feedback to the management team regarding agent scheduling concerns.
Manage and oversee team performance through performance planning, coaching, and performance appraisals.
Hold direct reports accountable for managing and developing their assignments to ensure goals are achieved.
Mentor and develop a high-performing team of analysts with technical skills in data analysis, statistical modeling, and WFM principles.
Maintain a working knowledge of applicable Federal, State, and local laws and regulations, HMH Compliance Program, Standards of Conduct, as well as other policies to ensure adherence.
Understand and adhere to confidentiality requirements in relation to team member information.
Support and participate in a collaborative team-oriented environment.
Provide regular coaching and feedback to direct reports to help grow functional skills and leadership capabilities.
Demonstrated understanding of performance and leadership bar and effectively apply to hiring decisions.
Understand and communicate the department's vision to team members.
Set clear expectations and build robust onboarding plans for new team members.
Understand team member engagement and motivation, working to retain team members.
Set objectives with team members that enable the achievement of department and functional goals.
Identify and actively drive team changes and staffing and training needed to support capacity needs.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.