Workforce Bus Supp

SCAN Health Insurance • California, MO

9d • Remote

About The Position

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built 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 complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future 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 call abandonment. Secondary responsibility will be to utilize available reporting and tools to identify/research potential call or channel avoidance. Confirmed avoidance by an advocate will be escalated to management. Beyond 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 real-time. Adjusts staffing, call delivery and skill as required to achieve optimization. Monitors attendance and schedule adherence and adjusts staffing to ensure adequate coverage. Processes staff requests for time-off and schedule adjustments. Evaluates and processes all schedule adherence exceptions through the Workforce Management System. Schedules and monitors all required training for team. Schedules staff meetings, performance discussions and other off-phone activities. Works with IT and workplace services to ensure system access, workspace and equipment requirements are met. Follows all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follows all HIPAA requirements. Contributes positively to the department and organization as an individual contributor as well as fostering an environment of “team work”. Actively support the achievement of SCAN’s Vision and Goals. Other duties as assigned.

Requirements

• 1-2 years or more of workforce management experience preferred.
• Call Center experience in an HMO, medical environment, customer service-related field highly desirable.
• Excellent verbal and written communication skills.
• Proficient computer skills (word processing, excel, power point, e-mail).
• Ability to maintain a calm demeanor at all times.
• Demonstrated critical thinking and problem-solving skills.
• Ability to work flexible schedule to accommodate operational requirements including some weekend days as-needed.

Nice To Haves

• Experience with WFM software products … preferred, not required
• Experience with workforce management products and phone switch monitoring applications … preferred, not required, strong preference for experience in Genesys

Responsibilities

• Supports Member Services in meeting department service level requirements through effective monitoring of communication queues and channels.
• Primary responsibility is contact center queue adherence by Member Services advocates.
• Monitors 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.
• Partner with WFM (workforce management) team members to assign additional advocates in order to promote service level, enhance member experience, and/or reduce member call abandonment.
• Utilize available reporting and tools to identify/research potential call or channel avoidance.
• Confirmed avoidance by an advocate will be escalated to management.
• Serve as a back-up to Workforce Analyst and Workforce Senior Analyst roles as needed.
• Schedules Member Services staff to ensure appropriate coverage throughout hours of operation.
• Publishes schedules to team and maintains agent schedules in real-time.
• Adjusts staffing, call delivery and skill as required to achieve optimization.
• Monitors attendance and schedule adherence and adjusts staffing to ensure adequate coverage.
• Processes staff requests for time-off and schedule adjustments.
• Evaluates and processes all schedule adherence exceptions through the Workforce Management System.
• Schedules and monitors all required training for team.
• Schedules staff meetings, performance discussions and other off-phone activities.
• Works with IT and workplace services to ensure system access, workspace and equipment requirements are met.
• Follows all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures.
• Follows all HIPAA requirements.
• Contributes positively to the department and organization as an individual contributor as well as fostering an environment of “team work”.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned.

Benefits

• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)- 11 paid 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 a team that makes a difference to our members and our community every day!
• A competitive compensation and benefits program;
• A work-life balance;

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed