Description

Purpose:
Responsible for the coordination of daily staffing as it relates to call centers. The Workforce 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 the point-of-service sites to ensure call coverage as needed.

Responsibilities:

• Coordinate projects assigned by manager
• Compile daily, weekly, monthly staff productivity and call center reports for management review
• Responsible for providing feedback for call center metrics
• Work with management to ensure adequate staff, contingency plans, and workflow monitoring
• Schedule call center staff based on call patterns and skills, call volume monitoring, and coordinating resources for various call queues
• Ensure all calls are answered within the established minimum standard
• Provide coverage as needed to support daily call center operations
• Analyze workflow to maximize automation and follow-up procedures
• Monitor and ensure appropriate level of phone coverage is provided to enhance and improve patient access

Qualifications

• High School diploma or equivalent and five years of call center, business or workforce management experience, OR Associate's degree and three years of call center, business or workforce management experience, OR Bachelor's and one year of call center, business or workforce management experience.
• Bachelor's degree in business or health administration preferred.
• Previous Epic experience a plus
• Strong preference for previous OSCC experience 
• Must be knowledgeable of operational processes within a call center, business or workforce management environment.
• 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, and effectively problem solve.

Licensure, Certifications, and Clearances:
Clearances must be dated within 90 days
 

• Act 33 with renewal
• Act 34 with renewal
• Act 73 FBI Clearance with renewal


• UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life &emdash; because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.