Job Details
Qualifications
- Bachelor's degree
- Communication skills
- High school diploma or GED
- Leadership
- Management
- Time management
- Workforce management
Job Description
Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. BCBSAZ offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.
This position is remote within the state of AZ only. This remote work opportunity requires residency, and work to be performed, within the State of Arizona.
Purpose of the job
Functions as the main point of contact and owner of all Workforce Management Scheduling functions for one or more assigned lines of business. Role requires the creation, maintenance, and optimization of workforce schedules based on a forecasted performance and staffing model. Proactively supports leadership within assigned line of business, effectively managing workload assignments and reoccurring requirements to ensure timely completion of work. Identifies opportunities to optimize schedules and improve scheduling efficiencies to maximize service and quality. Utilizes discretion and independent judgement to manage workload and maintain SLA performance goals. Partners with operational leadership to support their needs and resolve inefficiencies within a fast paced and evolving environment.
Qualifications
REQUIRED QUALIFICATIONS
Required Work Experience
3 years of experience in enrollment, claims, or service center operations
1 year of experience in Workforce Management field
Required Education
High-School Diploma or GED in general field of study
Required Licenses
N/A
Required Certifications
N/A
PREFERRED QUALIFICATIONS
Preferred Work Experience
5 years of experience in enrollment, claims, or service center operations
5 years of experience in work management (scheduling/planning) field
Preferred Education
Bachelor’s degree in general field of study
Preferred Licenses
N/A
Preferred Certifications
SWPP- Society of Workforce Planning Professionals
ESSENTIAL job functions AND RESPONSIBILITIES
Collaborate closely with assigned business segment staff and leadership to provide dedicated Workforce Management Scheduling support
Work in the service of functional business areas to meet business needs by providing independent perspective, analysis, and recommendations to achieve overall business objectives
Analyze forecast volume, capacity, and staffing data to foster scheduling efficiency
Generate, release, and maintain optimized work schedules for one or more service centers
Analyze and track back-office inventory to ensure accurate workload assignment and successful achievement of service level agreements
Provide cross coverage for other business segments as needed
Manage all non-production work activities and reoccurring events, such as meetings, training, FMLA, and time off requests, to ensure minimum staffing levels are maintained to achieve service levels
Analyze enterprise health and application performance for potential impacts to operational readiness to serve
Represent Workforce Management in meetings and workgroups as a leader fluent in WFM scheduling methodologies and strategies
Support other Workforce Management team members by providing valuable segment insight and highlighting opportunities for improvement
Research and support various Workforce Management duties and tasks as needed
The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements
Perform all other duties as assigned
competencies
REQUIRED COMPETENCIES
Required Job Skills
Strong ability to apply general data analytic principles and techniques
Analyze forecast projections against requirements to ensure optimal schedule efficiency.
Ability to communicate recommendations uniquely determinate on the data being analyzed
Expertise in managing large quantities of detailed information with high levels of accuracy
Strong organization, task management, and planning skills
Effective written and verbal communication skills with onsite and virtual staff
Strong understanding of call center operations and associated technologies
Strong interpersonal and resolution skills
Advanced PC/application proficiency and strong skills in spreadsheet and scheduling software
Required Professional Competencies
Establish and maintain effective working relationships in a collaborative team environment
Ability to work with limited oversight, multi-task, and meet deadlines
Effectively develop successful scheduling resolutions to critical or wide-impact challenges
Ability to interact with and present solutions to stakeholders in multiple business segments, including all levels of leadership
Ability to prioritize, organize, and summarize information from multiple sources
Effective organization and time management skills with the ability to work under pressure and make progress in an atmosphere of ambiguity
Flexibility and willingness to adjust to shifting demands/priorities
Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, functional transparency, and service excellence
Required Leadership Experience and Competencies
High standard of performance while pursuing aggressive goals
PREFERRED COMPETENCIES
Preferred Job Skills
N/A
Preferred Professional Competencies
N/A
Preferred Leadership Experience and Competencies
N/A
Our Commitment
BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.
Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.