General Summary: This position is for the inbound GMG contact center. The Workforce Management Specialist is primarily responsible for productivity by assessing, analyzing, and reporting employee productivity at the individual, and departmental levels.
Supervisory Responsibilities: This position has no supervisory responsibilities.
General Requirements: All duties performed will be done accurately and in a timely manner.
1. Ensures customer service is always maintained at the highest level.
2. Exercise tact and courtesy when dealing with patients, visitors, providers, and co-workers.
3. Participates in educational programs as needed.
4. Assure assigned schedules are created and submitted on specified timeline.
5. Assure all assigned reports are created and submitted on specified timeline.
6. Tracks and monitors all time related adherence for department and reports and violations or discrepancies to the appropriate supervisor.
7. Provides training to all new hire and outside departments on the proper usage of Five9 Workforce Optimization.
8. Updates and tracks all new staff on Five9 system ensuring representatives/agents are using the correct codes.
9. Assure all requests within system are fulfilled within the required timeline.
10. Reports any updates requested by a supervisor.
11. Reporting to Ancillary supervisor when there are any calls in queue for our Ancillary team.
12. Screening applicants to set up in person interviews as requested.
13. Maintains strict confidentiality in accordance with all HIPPA guidelines and regulations.
14. Other duties as assigned.
Work Environment: Depending upon the area assigned, may be clinical setting or office setting in a clinical environment. Exposure to communicable diseases, bodily fluids, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinic environment.
Mental / Physical Requirements: Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting up to 10 lbs. Close vision and ability to adjust focus. Must be able to work efficiently under pressure.
Additional Information: Gonzaba Medical Group is seeking team members who contribute as A-Players, demonstrate a strong work ethic, are committed to the culture and our core values.
Other Duties As Assigned: The above job description is not intended to be an all-inclusive list of duties and standards of the position. Team members will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Responsibilities, knowledge, skills, abilities, and work environments may change as needs evolve.
