Access Center Workforce Management Analyst
Access Center Workforce Management Analyst
Posted on :
01-09-2025
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1 Vacancy
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Job Description
Overview
At Houston Methodist the Access Center Workforce Management Analyst position is responsible for providing real-time intraday reporting and support for contact center operations. This position monitors call volume trends agent performance and schedule adherence to ensure optimal resource allocation and service level achievement. Additional responsibilities include analyzing and interpreting data to deliver actionable insights to enhance operational efficiency. This position performs intraday adjustments creating and maintaining performance dashboards and communicating updates to stakeholders.
Houston Methodist Standard
PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental Scope of Service and Provision of Care plans as applicable for description of primary age groups and populations served by this job for the respective HM entity.
Refer to departmental Scope of Service and Provision of Care plans as applicable for description of primary age groups and populations served by this job for the respective HM entity.
HOUSTON METHODIST EXPERIENCE EXPECTATIONS
- Provide personalized care and service by consistently demonstrating our I CARE values:
- INTEGRITY: We are honest and ethical in all we say and do.
- COMPASSION: We embrace the whole person including emotional ethical physical and spiritual needs.
- ACCOUNTABILITY: We hold ourselves accountable for all our actions.
- RESPECT: We treat every individual as a person of worth dignity and value.
- EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.
- Practices the Caring and Serving Model
- Delivers personalized service using HM Service Standards
- Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET Managing Up Key Words)
- Intentionally collaborates with other healthcare professionals involved in patients/customers or employees experiential journeys to ensure strong communication ease of access to information and a seamless experience
- Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job
- Actively supports the organizations vision fulfills the mission and abides by the I CARE values
Responsibilities
PEOPLE ESSENTIAL FUNCTIONS
SERVICE ESSENTIAL FUNCTIONS
QUALITY/SAFETY ESSENTIAL FUNCTIONS
FINANCE ESSENTIAL FUNCTIONS
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
- Promotes a positive work environment and contributes to a dynamic team-focused work unit that actively helps one another to achieve optimal departmental and organizational results.
- Communicates with supervisors regarding staffing and productivity needs.
- Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.
SERVICE ESSENTIAL FUNCTIONS
- Analyzes real-time data and trends to identify patterns improvement areas and opportunities for proactive solutions.
- Monitors and tracks requests related to intraday schedule adjustments and schedule adherence.
- Monitors real-time service levels and response times and acts quickly to address poor performance.
- Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Houston Methodist I CARE values by providing safe caring personalized and efficient experiences to patients and colleagues.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
- Produces and reviews daily/weekly/monthly forecasting reports using data insights to recommend and implement changes that improve team performance.
- Ensures accurate reporting of key performance metrics such as staffing levels call volumes occupancy and schedule adherence.
- Administers real-time workforce management processes.
- Provides insights and staffing recommendations to System Access Leadership on improving workforce efficiency and resource allocation.
- Consistently takes the necessary steps to ensure that protected health information remains private and confidential according to established HIPAA guidelines. Maintains confidentiality of sensitive information and informs management of pertinent issues.
FINANCE ESSENTIAL FUNCTIONS
- Utilizes resources effectively and efficiently demonstrating responsible financial stewardship. Manages own time effectively and prioritizes work to achieve maximum results in a timely manner. Utilizes time between heavy workloads efficiently and helps other team members.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
- Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization.
- Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner.
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
Qualifications
EDUCATION
WORK EXPERIENCE
- Bachelors degree in business administration mathematics statistics or related field; or additional four years of experience (in addition to the minimum experience requirements listed below) in lieu of degree
WORK EXPERIENCE
- Three years of experience in a call center operation to include two years in quality assurance process improvement data analytics or workforce management
- Experience with Automated Call Distribution systems and associated applications (Cisco Calabrio CUIC or other workforce planning tools)
- Previous blended (voice email and chat) Contact Center quality quantification experience preferred
- Bilingual (English/Spanish) preferred
License/Certification
LICENSES AND CERTIFICATIONS - REQUIRED
- N/A
KSA/ Supplemental Data
KNOWLEDGE SKILLS AND ABILITIES
- Demonstrates the skills and competencies necessary to safely perform the assigned job determined through ongoing skills competency assessments and performance evaluations
- Sufficient proficiency in speaking reading and writing the English language necessary to perform the essential functions of this job especially with regard to activities impacting patient or employee safety or security
- Ability to effectively communicate with patients physicians family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
- Demonstrates an ability to analyze data using the data to drive decision-making and implement effective resolutions
- Excellent communication and interpersonal skills to collaborate across departments
- Ability to thrive in a fast-paced environment and handle multiple priorities effectively
- Strong analytical skills
- Proficiency in workforce management tools
- Excellent listening skills
- Must have a track record of producing work that is highly accurate demonstrates attention to detail and reflects well on the organization
- Ability to plan organize prioritize and complete work to meet established objectives
- Ability to work in a call center production environment or comparable magnitude with frequent interruptions and continue to meet/exceed deadlines
- Must be able to influence positive change
- Proficient with Microsoft PowerPoint Excel and Word Tableau or other data analytics visualization applications
- Ability to perform cross-functionally in a matrix environment as workplace demands require collaboration and assistance between departmental functions
- Able to work independently and in a team environment
- Ability to remain calm and patient in stressful situations
- Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)
- Strong research skills
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
- Uniform No
- Scrubs No
- Business professional Yes
- Other (department approved) No
ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster Severe Weather Events etc) regardless of selection below.
- On Call* Yes
TRAVEL**
**Travel specifications may vary by department**
- May require travel within the Houston Metropolitan area Yes
- May require travel outside Houston Metropolitan area No
Company Profile
Houston Methodist (HM) is one of the nations leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital its flagship academic hospital in the heart of the Texas Medical Center and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute a comprehensive residency program a global business division numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall HM employs over 25000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.
In 2019 Houston Methodist and its physicians treat more than 6333 international patients from more than 76 countries. Houston Methodist Global Health Care Services consulting and education divisions also provide advisory services and training and development to health care organizations around the world.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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