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:
1 - 2 year 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:
Create short term forecast using the WFM tools
Establish arrival patterns by seasonality, day of the week, intraday etc
Review scheduling rules periodically for the geography you support
Update agent data base with active employees and schedule restrictions
Generate schedules
Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.
Review over/ under and optimize schedule for best bit
Create IDPs and publish to stakeholders on a weekly basis
Coordinate with stakeholders for headcount reconciliation on a daily/ weekly basis
Coordinate with training to update active headcount in each class on a daily basis.
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.
