The Workforce Analyst is responsible for analyzing call center operational performance utilizing workforce management models, tools, and systems to ensure optimum scheduling, forecasting, intra-day and real time monitoring, and reporting. Coordinate with call center leadership to ensure staffing is maximized. Contribute to consistently achieving service level goals by efficient headcount management. Administer workforce management system including, but not limited to, assuring data integrity, updating the data bases supported.
Position Shift : Exempt. Operational hours are 7:00am-7:00pm, 7 days per week. On Call rotation required.
The Patient Access Center is dedicated to servicing all patients and families connected to Vanderbilt Health by providing excellent customer
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Discover Vanderbilt University Medical Center:
Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded and your abilities challenged. It is a place where your diversity -- of culture, thinking, learning and leading -- is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.
VUMC Recent Accomplishments
Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments:
* US News & World Report: #1 Adult Hospital in Tennessee and metropolitan Nashville, named to the Best Hospitals Honor Roll of the top 20 adult hospitals, 10 nationally ranked adult specialty programs, with 3 specialties rated in the top 10 nationally, Monroe Carell Jr. Children's Hospital at Vanderbilt named as one of the Best Children's Hospital in the nation, with 10 out of 10 pediatric specialties nationally ranked.
* Healthcare's Most Wired: Among the nation's 100 "most-wired" hospitals and health systems for its efforts in innovative medical technology.
* Becker's Hospital Review: named as one of the "100 Great Hospitals in America", in the roster of 100 Hospitals and Health Systems with Great Oncology Programs and to its list of the 100 Hospitals with Great Heart Programs.
* The Leapfrog Group: One of only 10 children's hospitals in the to be named at Leapfrog Top Hospital.
* American Association for the Advancement of Science: The School of Medicine has 112 elected fellows
* Magnet Recognition Program: Received our third consecutive Magnet designations.
* National Academy of Medicine: 22 members, elected by their peers in recognition of outstanding achievement
* Human Rights Campaign Healthcare Equality Index: 6 th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.
Deliver proactive gathering, development, and analysis of operational forecasts to produce effective projections of inputs and capacity requirements.
Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning.
Identify volume trends and incorporate into planning for FTE forecasts.
Drive Seasonal, holiday, and pattern demand accuracy.
Analysis and support of change management and projects in a timely and accurate manner.
Analysis and recommendations for staffing group effectiveness that drive efficiency balance with quality.
Support accurate outsourcing, site allocations to support outsource vendor, and lock commitments in a timely and accurate manner.
Skill call center agents in real time to meet pillar and operational goals.
Drive improvements to maximize statistical confidence and operational accuracy, Support flexibility and effectiveness of staffing models.
Maintain forecasting, staff group and skilling information to effectively support scheduling and WFM processes.
Maintain data integrity to assure input/output accuracy in databases included but not limited to: WFM, and ACD Systems.
Provide business analytics and data gathering to support detailed modeling of Capacity Planning and metrics for statistical confidence in projections.
Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
Interface with call center leaders to understand the fast changing business needs and planning risk effectively to ensure effective capacity to demands.
Effectively communicate with peers and support the business to ensure high quality and timely completion of work requests.
Update workforce management and other data requirements as needed.
Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities, while working in a team-oriented environment focused on covering colleagues and sharing workload responsibilities.
Able to work in a remote environment while performing required duties and remaining patient focused
Ability to independently lead, plan, contribute and manage projects to support program maturation and effectiveness.
Strong technical ability in computer systems, specifically MS Office Suite including advanced Excel skills.
* 3+ experience working workforce management systems such as eWFM, IEX, or Calabrio strongly desired.* Ability to work in oracale, SQL, and other data management protocols.
Sedentary category requiring exertion up to 10 lbs. of force occasionally and uses negligible amounts of force to move objects. Sedentary work involves sitting most of the time.
Occasional: Standing: Remaining on one's feet without moving.
Occasional: Walking: Moving about on foot.
Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
Occasional: Lifting over 35 lbs: Raising and lowering objects from one level to another, includes upward pulling over 35 lbs, with help of coworkers or assistive device
Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
Occasional: Carrying over 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
Occasional: Push/Pull: Exerting force to move objects away from or toward.
Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles
Occasional: Balancing: Maintaining body equilibrium to prevent falling when walking, standing, crouching or maneuvering self, patient and equipment simultaneously while working in large and small spaces
Occasional: Climbing: Ascending or descending stairs/ramps using feet and legs and/or hands and arms.
Occasional: Crawling:Moving about on hands and knees or hands and feet.
Occasional: Kneeling:Bending legs at knees to come to rest on knee or knees.
Occasional: Crouching/Squatting: Bending body downward and forward by bending legs and spine.Reaching above shoulders: Extending arms in any direction above shoulders.
Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.
Occasional: Reaching below shoulders: Extending arms in any direction below shoulders.
Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.
Occasional: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.
Continuous: Sitting: Remaining in seated position
Continuous: Bimanual Dexterity: Requiring the use of both hands.
Occasional: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information
Occasional: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.
Continuous: Communication: Expressing or exchanging written/verbal/electronic information.
Vanderbilt University Medical Center is home to Vanderbilt University Hospital, The Monroe Carell Jr. Children’s Hospital at Vanderbilt, the Vanderbilt Psychiatric Hospital and the Vanderbilt Stallworth Rehabilitation Hospital. These hospitals experienced more than 61,000 inpatient admissions during fiscal year 2015. Vanderbilt’s adult and pediatric clinics treated nearly 2 million patients during this same period. Vanderbilt University Hospital and the Monroe Carell Jr. Children’s Hospital at Vanderbilt are recognized again this year by U.S. News & World Report’s Best Hospitals as among the nation’s best with 18 nationally ranked specialties. Vanderbilt University Medical Center is world renowned because of the innovation, work ethic and collegiality of its employees. From our health care advances to our compassionate care, Vanderbilt owes its accomplishments and reputation to staff and faculty who bring skill and drive and innovation to the medical center day after day. World-leading academic departments and comprehensive centers of excellence pursue scientific discoveries and transformational educational and clinical advances across the entire spectrum of health and disease.As t...he largest employer in middle Tennessee, we welcome those who are interested in ongoing development in a caring, culturally sensitive and professional atmosphere. Most of us spend so much of our lives at work, we want to be part of maintaining a workplace in which people support one another and encourage reaching for excellence. Many high-achieving employees stay at Vanderbilt because of the professional growth they experience and because of their appreciation of Vanderbilt’s benefits, public events and discussions, athletic opportunities, beautiful setting and, above all, sense of community and purpose.Vanderbilt and its employees share a set of mutual expectations that have been created with productivity, legality, fairness and safety always in mind. We believe that our investment in training and compensating employees multiplies in value when we enable individuals to deliver their best performance for the benefit of us all.