The vision of Clinical Health Network for Transformation (CHN) is to better fulfill the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States.
CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health and race equity in our organization.
The Workforce Management Scheduler (WFM Scheduler) is responsible for workforce management functions within the Clinical Health Network for Transformation (CHN) Call Center team in Patient Access. This includes the responsibility of creating, managing, and editing schedules in the CXOne Workforce Management software and acting as a resource for the CHN Patient Access Supervisors and Managers related to staffing needs. The WFM Scheduler will assist with helping frontline staff with understanding their schedules, supporting any training needs. In addition to supporting Patient Access leaders with schedule management, the WFM Scheduler is expected to provide analysis and offering suggestions on shift changes to maximize staffing support during peak call volume. This position encourages a patient focused, cost-effective, and high-quality environment for all front-line interactions. The WFM Scheduler reports directly to the Patient Access Director.
Essential Functions
- Making real-time adjustments to Patient Access schedules published in WFM d, to include but not limited to unplanned PTO, late arrivals, early departures, late to lunch/break, etc.
- At the direction of Patient Access leadership reviewing requests for off-phone work time, and schedule off-phone work activities into published WFM schedules based on forecasted volume and staffing need
- Support staff by pushing them to the appropriate ‘Next Status’ in WFM when a lunch, break, meeting, etc. is approaching, which includes routine MS Teams communication with the agent and/or Supervisors
- Responsible for reviewing, recording, and updating Emergency Closure requests submitted by Planned Parenthood affiliates
- Responsible for reporting out staff absences
- Answering incoming calls professionally, maintaining a positive welcoming attitude, and seek to assist the patient however possible, as needed based on call volume demand and staffing levels
- Run forecasts, generate schedules, and provide analytics for leadership review
- Complete daily smoothing of scheduled activities in WFM to maximize call coverage
- Notify leadership if under or overstaffed based on WFM data
- Schedule monthly meetings with Patient Access leadership to review WFM productivity data, make recommendations on staffing models to maximize call coverage and performance metrics, and provide staff level reporting to identify performance issues
- Serve as the knowledge expert and information resource for team members related to WFM application and schedule optimization
- Daily monitoring of real time adherence and reporting to Patient Access leadership staff behaviors needing to be addressed
- Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
- Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
- Work and build trust across cultural differences
- Manage and mentor a culturally diverse team, including creating and sustaining an organizational culture that fosters inclusiveness and equity
- Provide positive and development feedback and accountability related to practices including, but not limited to, equity
The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.
Qualifications and Experience (Required)
- Associate degree and/or higher-level education, completed coursework in business or health services administration, or equivalent experience
- Two years or more experience in healthcare contact centers or patient access in a Team Lead or Scheduler role
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- English language proficiency
- Demonstrated dedication to Planned Parenthood’s mission, vision, and values
Qualifications and Experience (Preferred)
- Bachelor’s degree strongly preferred in Health Care Administration, or equivalent experience.
- 2+years ofWorkforce Management experience
- Experience with EPIC EMR/EHR
- Experience generating and adjusting schedules with NICE Incontact, CXOne Workforce Management software
- Working-level secondary language proficiency
Key Requirements
- Commitment to advancing race(+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society
- Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
- Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
- Strong sense of accountability to equitable practices
- Understanding of the impact of identity dynamics on organizational culture
- Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards
$19.76 - $29.64 an hour
CHN believes in fair and equitable pay. Above is the pay range for this role. Please note that actual salaries may vary within the range, based on factors including, but not limited to, education, training, experience, professional achievement, and business need.
CHN provides employees with a competitive benefits package; some highlights include the following:
- Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire
- Flexible Spending Accounts and Health Savings Account
- Short-Term Disability and Basic Life & AD&D Insurance provided by CHN
- Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost
- Employee Assistance Program
- Retirement Plan, 3% employer match after one year of service
- Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays
Clinical Health Network for Transformation (CHN) is an equal employment opportunity employer. We comply with all applicable laws prohibiting discrimination based on race, color, religion, gender and gender expression/identity, age, ethnicity, national origin, ancestry, physical or mental disability, uniformed service member/veteran status, marital status, medical condition, pregnancy, sexual orientation, citizenship status, genetic information, as well as any other category protected by federal, state, or local. We are committed to building an inclusive workplace that values racial & social justice. We strongly encourage all persons to apply, including people of color and members of the LGBTQIA+ community.