What are the responsibilities and job description for the Workforce Coordinator position at UPMC?
Description
At UPMC, we're all here for the same reason - to make Life Changing Medicine happen. Join our team and you will play a unique and important role in our mission to change healthcare for the better.
Why Join UPMC?
We don't just take care of patients - we take care of our team, too. And we have the data to prove it. In addition to the benefits you'd expect from an industry leader you can expect:
- AWARD-WINNING WORKPLACE: Ranked #1 for Best Places to Work for Women & Diverse Managers by Diversity MBA
A recent study showed that UPMC benefits are 20% higher in value than other healthcare providers in our market.
- Competitive pay
- Tuition reimbursement
- Opportunities to grow in your career at UPMC
The Workforce Coordinator will be responsible for the coordination of daily operations related to applicable call centers. The project coordinator will serve as a team lead for staff members, assist in maintaining the quality and efficient operation of the call centers, and provide support to all skills to ensure effective call coverage as needed.
This position works Monday through Friday, typically within the hours of 8am to 6pm. This position provides the ability to work-from-home after training.
Responsibilities:
- Support process improvement to ensure all calls are answered within the established minimum standard.
- Schedule call center staff based on call patterns and skills, call volume monitoring, and coordinating resources for various call queues.
- Work with management to ensure adequate staff, contingency plans, and workflow monitoring.
- Monitor and ensure appropriate level of phone coverage is provided to enhance and improve patient access.
- Responsible for providing feedback and recommending corrective actions.
- Provide coverage as needed to support daily call center operations.
- Analyze workflow to maximize automation and follow-up procedures.
- Compile daily, weekly, monthly staff productivity and call center reports for management review.
- Work with appropriate supervisors and staff to address issues.
- May support call-offs and staff schedules to ensure coverage.
- Coordinate projects assigned by manager.
- Performs in accordance with system-wide competencies/behaviors.
- Performs other duties as assigned.
Qualifications
- High School diploma or equivalent
- Bachelor's degree in business or health administration preferred
- Requires a minimum of five years relevant experience, preference to call center and use of tools such as Avaya CMS or IEX, OR two years of relevant experience with bachelor's degree
- Previous Epic experience a plus
- Must be knowledgeable of operational processes within a call center
- Must possess excellent computer skills, including experience in Microsoft Word, Excel, and Access applications
- Must possess strong technical and analytical skills
- Must demonstrate the ability to communicate well, both orally and in writing
- Effective problem solver
Licensure, Certifications, and Clearances:
UPMC is an Equal Opportunity Employer/Disability/Veteran
