Remote / Workforce Management Real-Time Adherence Analyst

Profile

Description

Healthcare isn't just about health anymore. It's about caring for family, friends, finances, and personal life goals. It's about living life fully. At Conviva, a wholly-owned subsidiary of Humana, Inc., we want to help people everywhere, including our team members, lead their best lives. We support our team members to be happier, healthier, and more productive in their professional and personal lives. We encourage our people to build relationships that inspire, support, and challenge them. We promote lifelong well-being by giving our team members fresh perspective, new insights, and exciting opportunities to enhance their careers. At Conviva, we're seeking innovative people who want to make positive changes in their lives, the lives of our patients, and the healthcare industry as a whole.

Responsibilities

Must Be Bilingual in English and Spanish

Conviva is seeking a Workforce Management Real-Time Adherence Analyst who is interested in being part of a team that focuses on excellent service to others. We're looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our call center. The ideal person will have a good understanding of how contact center functions including scheduling, call queues, schedule adherence, KPIs, etc.

The Workforce Management Real-Time Adherence Analyst will be part of the leadership team as entry level, but they will not have direct reports. They will monitor performance but not supervise directly. This role is part of Operations of a call center, to monitor real time performance of the call center agents to improve productivity and efficiency.

Essential Functions

Monitor real time adherence to scheduling and actively address areas of concern as they occur.

Manage contact center shrinkage and develop reports for adherence to work schedules.

Provide management with daily reports on workforce performance.

Process scheduling requests and make recommendations based on coverage needs.

Administration of user/group roles to optimize contact center performance.

Maintain running report of attendance incidents and analyze trends.

Schedule off the phone events such as trainings, meetings, huddles, etc.

Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members

Adjust staffing and scheduling according to changing needs of the business

Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients

Monitor schedules and escalate issues regarding attendance adherence

Enter data and information into the workforce management systems.

Manage real time adherence and status codes for the call center agents.

Coordinates current week scheduling and adherence activities ensuring performance goals are met.

Coordinates intra-day schedule adjustments for current week.

Administers overtime and under-time opportunities to support service goals. Attendance Line and Plan of Action for the Day.

Generate ad-hoc reports as needed.

Special projects and duties assigned at the direction of management.

Responsible for daily analysis of call volumes, monitoring and adjusting staff resources to meet inbound demands and performance goals.

Communicates technical issues the call center agents may experience and work with IT to solve them in a timely manner.

Coordinate outbound projects with supervisors.

Performs other duties as assigned.

Required Qualifications

Must be Bilingual English (read, write & speak) and Spanish (speak).

Associate Degree or equivalent work experience.

Requires at least 2 years of Workforce Management Call Center experience.

Ability to work well with others.

Strong organizational, written and verbal communication skills.

Willingness to work additional hours when required

Ability to work well under pressure.

Proficient with Microsoft Office applications including Microsoft Word, Excel and Outlook.

Preferred Qualifications

Experience in a highly customer service-oriented environment.

Knowledge of and strict adherence to HIPAA

Working Hours: Generally 9:00am-5:30pm, but subject to change based on business needs

Alert

Conviva, a subsidiary of Humana, values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana's secure website.

Interview Format

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive an email correspondence inviting you to participate in a Modern Hire interview. In this interview, you will receive a set of interview questions over your phone and you will provide recorded or text message responses to each question. You should anticipate this interview to take about 15 minutes. Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to next round of interviews.

Benefits

Being a part of the Conviva team gives you: We offer tangible and intangible benefits such as medical, dental and vision benefits, 401k, tuition reimbursement, vacation, paid holidays, work-life balance, growth, a positive and fun culture and much more.

Additional Information :

Associates are required to be fully COVID vaccinated, including booster, or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home.

If progressed to offer, candidates will be required to:

Provide proof of full vaccination, including booster OR

Provide proof of applicable exemption including any required supporting documentation

Medical, religious, and state exemptions will be available.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com