Full Time
Fonemed is looking for a passionate and dedicated Staffing Specialist to join our growing team! We are looking for a motivated, organized and results driven individual with a positive attitude and previous experience scheduling for large groups. If this sounds like you, apply today!
Position Overview
As the Staffing Specialist, you will be responsible to generate and manage schedules for the contact center (call center) teams, based on our staffing requirements. You will be making staffing adjustments in accordance with the budget, daily staff levels, sick calls, call volumes and time off requests. This position is responsible for the creation and maintenance of schedules within our organization for both clinical and non-clinical teams located in the U.S and Canada.
Responsibilities:
- Generate, manage, and publish efficient schedules based on staffing requirements for multiple lines of business.
- Co-ordinating with various departments on staffing levels and contact center efficiency maximization.
- Working collaboratively with Clinical Directors, planning and recruitment teams to develop schedules for multiple staff groups in accordance with call volumes, legislation, and company policies.
- Reviewing and processing time-off requests based on employee accruals, operational requirements, and company guidelines.
- Co-ordinating and updating payroll manager on any changes and deviations from the published schedule that affect employee’s payroll.
- Processing schedule related changes such as shift changes, shift-swaps, shift give aways and generating daily break boards for various lines of business.
- Tracking staff availability and scheduling related changes and sick calls appropriately.
- Monitor and examine schedule efficiency and implement improvements where necessary.
- To read, analyze and understand KPI reports to analyze scheduling related impacts and make necessary changes to schedules.
- Ad hoc requests or project work relating to headcount, staffing, or resource management as required.
Skills and Requirements
You should possess effective communication and interpersonal skills to successfully interact with various members of the organization on a regular basis. You will need to be flexible with last-minute changes, and fair and consistent when managing the needs of individual staff members. Qualifications for this position include:
- Prior scheduling experience in a contact center or healthcare environment would be an asset.
- Knowledge of workforce management KPIs, real-time monitoring and scheduling.
- Demonstrate strong written and verbal communication skills.
- Excellent attention to detail, prioritization and time-management skills.
- Ability to meet deadlines is essential.
- Basic to intermediate level proficiency in Microsoft Office (Excel, Outlook, Word, PowerPoint)
- Ability to multi-task, managing high volumes of requests and competing priorities.
- Self-starter and highly motivated with a very strong work ethic.
- Degree or diploma in business, office administration or related field preferred.
- Must be able to produce a clear background check.
Why Work with Us
With over 20 years in the telehealth industry servicing clients across North America, Fonemed prides itself on providing outstanding client experience and practicing a culture of care in everything we do. We are a growing company who values our greatest resource - our people! We provide a collaborative company culture and a welcoming team. We offer our team the opportunity to work in an exciting industry and a competitive compensation package, including health benefits and retirement saving options, as well as a great paid leave program. If you are looking for a company that values you, apply today!
Fonemed is an equal opportunity employer and is committed to diversity, equity, and inclusion. We appreciate the interest of everyone who applies for the position, however only those selected for an interview will be contacted. Please visit our website at www.fonemed.com.
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What We Do
Fonemed was founded in 1996 by a group of physicians, philanthropists and businesspeople who recognized the need for improved healthcare worldwide and saw telephone-based triage as the premier method to provide that care. We are a privately held, Limited Liability Company registered in the USA and Canada, with corporate headquarters in St. John’s, Newfoundland and Labrador, and in Ventura, California. Currently we employ approximately 300 individuals.
Fonemed provides healthcare-based services and software solutions to increase our clients’ patients access to quality healthcare while also providing additional cost control to our clients.
Our specialty service has been 24/7 virtual nurse triage. We recently expanded services to include access to nurse practitioners providing additional primary care advice and treatment. Our nurses are located throughout the United States and Canada, and we are exploring growth opportunities in Europe and Asia.
The Fonemed Health Management Platform is a Cloud-based application that provides access and security and comes fully integrated with the Schmitt-Thompson Clinical Content Triage Guidelines. The Platform allows our clients to deliver comprehensive, technology-powered, people-driven customized solutions to meet specific requirements. Through our software, clients have the ability to manage such activities as client registration, online health assessment, nurse triage and nurse practitioner assessment and referrals.
At Fonemed, we empower our clients to strategically expand patient engagement, diversify revenue streams or reduce operating costs through proven technology that has been developed through the foundation of over 26 years of industry experience and more than 10 years of using and enhancing the Platform ourselves.
We are URAC accredited, SOC2 certified, and HIPAA compliant with over 2,500 client groups, representing well over 25 million individuals.
