Workforce Optimization Manager, Foundation Revenue Cycle

City of Hope•Irwindale, CA

About The Position

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today. Position Summary: The Workforce Optimization Manager, Foundation Revenue Cycle leads a centralized workforce management staff responsible for forecasting, staffing, scheduling, planning, and management of intra-day performance and service for Foundation Revenue Cycle. The incumbent will implement best practices in workforce management to ensure consistent procedures and data-driven, timely decisions. Workforce Management activities are performed to maximize efficiency while meeting requirements for the organization’s mission, vision, and new patient growth strategies.

Requirements

AA 3 additional years of experience plus the minimum experience requirement may substitute for minimum education.
Minimum 8 years’ of related experience

Responsibilities

Analyzes volumes, trends, and work assignments on a monthly, quarterly, and annual basis.
Ensures staffing models include accurate and updated information.
Captures, stores, and reports on historical statistics and provides root-cause analysis and business impact analysis for all performance variances.
Reports the workload trends and staffing requirements to management.
Utilizes workforce management software and various internal data sources to accurately forecast new patient calls/chats and determine staffing requirements.
Communicates necessary adjustments to workforce requirements based on dynamic forecasts, re-forecasts when necessary.
Establishes and maintains communication channels regarding events that impact workload.
Oversees proactive scheduling of shrinkage activities such as training, meetings, and overtime.
Maintains department policies and procedures regarding attendance and/or time off.