Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Education:
Any bachelor’s degree or higher.
Experience:
3-4 years of experience in scheduling using WFM tools Such as Aspect, IEX, Genesys.
Mandatory Skills:
Excellent communication skills, including ability to write concise technical docs and present ideas.
Excellent Analytical and Organizational skills
Ability to work with cross functional teams
Above average knowledge of Microsoft Excel.
Roles & responsibilities:
Team Management – Manage team size of 3 - 5 WFM Analyst
Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
Manage non-productive time request process, ensure activities are planned without impacting SLAs
Multi-site/Geo scheduling and achieve Service Level commitments
Review and process scheduling change requests
Perform ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills 24/7
Lead weekly staffing review meetings detailing the previous week’s performance, the forecasted performance of the current and future weeks while also identifying any risks
Schedule and optimize team meetings, one on ones, training, and various other activities
Understand the basic professional standards and established procedures, policies before acting and making decisions
Adhere to the SLA and achieve Service Level commitments
Presents appropriate information in a clear and concise manner, both orally and in writing
Understanding and adhering to quality standards
Acquiring knowledge & skills of related areas of the process Assumes responsibility for work activities and coordinating efforts
Clearly sets a goal and works towards achieving it an Identify simple problems /issues and tries to improve this based on basic knowledge of the issue
Identifies problem and escalates it accordingly
Adhere to attendance and punctuality norms
Pursues learning opportunities and ongoing development
Understands and follows ethical guidelines at one’s workplace
Interpersonal relationship at work with peers, supervisors and should not have any recorded instance of misconduct.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.
Location:
Top Skills
What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes.
Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
