Role:Workforce Management Specialist
Bring your unique talents and perspectives to Humana and help us bring better healthcare solutions to our members. At Humana, you’ll have the opportunity to interact with members, provide professional advice, and enable positive outcomes in a growing organization. Humana’s innovative approach to mail-order pharmacy solutions enables us to outpace the competition, with the well-being of our members in mind. Our innovative Pharmacy Solutions offers a cost-effective, easy way for our members to receive their medications without waiting in line, and giving them back more time in their days to enjoy life. We’re looking for people from a variety of healthcare backgrounds to join our growing pharmacy team and work with people at all levels of the industry. At Humana, you’ll partner with people who care.
Be a part of the Pharmacy world – providing perfect service to members in a growing Pharmacy environment.
Workforce Management Specialist’s Principal Duties and Responsibilities:
Efficiently manage call volume and labor resources for our inbound, outbound and work flow, while maintaining and exceed goals and expectations.
Identify Triggers; coordinate with operations and initiating contingency plans for unusual volume or agent availability situations.
Provides essential input to Business Analyst so that staffing plans are based on analysis of historical performance and real time data.
Monitors adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to Operations Managers if necessary.
Manage the PTO and overtime process.
Design and prepare reports to meet internal and client requirements. Interface with Operations Management to resolve conflicts between agent requests and/or needs of the business, making significant schedule changes when necessary.
Management of various workforce management systems, such as Verint scheduling software and CMS.
Familiarity with forecast and scheduling concepts an asset.
Executes for Results: Effectively leverages resources to create exceptional outcomes, embraces change, and constructively resolves barriers and constraints.
Interpersonal Effectiveness: Understands oneself, effectively manages emotions, listens and communicates with respect, and builds trusting relationships.
Customer Focus: Connects meaningfully with customers to build emotional engagement and customer advocacy. Simplifies complexity and integrates internal efforts to deliver an optimal customer experience.
Collaborates: Engages others by gathering multiple views and being open to diverse perspectives, focusing on a shared purpose that puts Humana's overall success first.
Candidates for this position must have the following skills:
Intermediate to Advanced proficiency with Microsoft Excel and PowerPoint.
Experience in data analysis.
Excellent communication skills both written and verbal.
Excellent time management skills.
A positive, proactive attitude, energetic, highly motivated and a self-starter.
Strong ability to multi-task. Role Desirables
Verint and CMS experience preferred.
You will report to a Frontline Leader.
Humana is an organization with careers that change lives—including yours. As an innovator in the fast-paced industry of healthcare, we offer our associates careers that challenge, support and inspire them to use their passion for helping others and to lead their best lives. If you’re ready to help people achieve lifelong well-being, and be a part of an organization that is growing and poised to make an impact on the future of healthcare, Humana has the right opportunity for you.
Apply now, or join our Talent Network so you can stay informed and up to date on what’s happening at Humana.
Title: Workforce Management Command Center Specialist
Requisition ID: 191157
Humana Inc., headquartered in Louisville, Ky., is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. We also provide free language interpreter services. See our full accessibility rights information and language options.