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   Current UPMC employees must apply in HR Direct

Workforce Management Analyst - Member Services

Description

UPMC Health Plan is hiring a full-time Workforce Management Analyst to help support the Member Services team at its US Steel location in Pittsburgh. This position assists with call volume, reporting, forecasting, and scheduling to help Member Services in exceeding performance and service goals. The ideal candidate will have prior call center experience. The Workforce Management Analyst will work a variable schedule with shifts between 7 a.m. - 8 p.m. to include weekends and holidays. If you have a call center background with customer service experience, this may be the perfect fit for you!

Responsibilities:

  • Provide timely reports using Microsoft Office as requested by all departments within the Health Plan.
  • Provide ongoing operational analysis related to queue performance and staff productivity.
  • Work with CCPulse and connect leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, Average Speed of Answer (ASA), Abandon Rate, and other specified call center goals and objectives.
  • Identify what resources are required to implement parts of projects and effectively use project plans to focus work and ensure deadlines are met.
  • Communicate and facilitate timely forecast of schedules related to overtime, Power Summits, team meetings, and Line Closures.
  • Flexible Work schedule working 7AM to 8PM, weekends and holidays as applicable.
  • Partner with the call center leadership on work management practices such as worklist, coaching, training, and meetings.
  • Work to maintain high productivity by building, uploading, and starting outbound campaigns, including blaster calls, based on priorities set by call center leadership.
  • Maintain and monitor Member Services Expert Model skills per Line of Business (LOB).
  • Drive continuous improvement related to customer satisfaction and efficiency.
  • Complete all compliance driven outbound calls including and not limited to Pharmacy, Default PCP, and Premium Billing.
  • Ensuring service excellence through all processes and interactions.
  • Balance multiple priorities with little or no direction to ensure the daily performance success of all lines including demonstrating a sense of urgency on action taken toward meeting daily requirements on performance guarantee lines.
  • Complete phone audits and resolve all issues related to member experience within the IVR, Prompts, or After Call Surveys.
  • Conduct weekly audit of Member Services Expert Model skills with team leadership per LOB.

 

Qualifications

  • High School Diploma required, BA/BS degree preferred
  • 2 years of customer service experience required.
  • 1 year UPMC Health Plan or another Health Care Organization experience required.
  • Call Center Genesys Management System experience preferred.
  • Strong technical background with ability to manipulate data.
  • Knowledge of Call Center management best practices (Service Level, ASA, Abandon Rate, FCR)Strong analytical skills in a call center environment.
  • Ability to create well organized, accurate, and concise material and work documentation for organizational use.
  • Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain data bases.
  • Strong hands on knowledge of work force management tools and the ability to maintain them.
  • Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts.

    Licensure, Certifications, and Clearances:

    UPMC is an Equal Opportunity Employer/Disability/Veteran

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   Current UPMC employees must apply in HR Direct

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