Workforce Coordinator at Franklin

Job Description

 

Workforce Coordinator

Basic Function:

  Monitors Contact Center’s real time performance and executes processes based on escalation plan

 

 

Essential Responsibilities:

 

• Real-Time monitoring and documentation of incoming/outgoing call traffic using CMS and IEX.
• Real-Time monitoring of fax volumes, and assistance with load balancing of volumes using Right Fax and other tools.
• Real-Time analysis of  monitoring call volumes & handle times to determine immediate staffing needs.
• Communicating real-time with Team Leads and Coordinator staff to assist with schedule adherence, accommodating immediate staffing needs.
• Assisting Workforce Analyst with real-time reporting and report distribution needs.
• Real-time data entry, and real-time exception documentation using IEX and other tools.
• Real-time Nurse Worklist monitoring and balancing
• Communicating and escalating immediate workforce issues due to system outages, or other items directly impacting MSI service levels to appropriate Workforce and Service Team Management
• Assisting with Command Center responsibilities to maintain constant communication line with remote site(s)

 

 

 

Job Requirements

Position Qualifications:

 

• High school graduate or equivalent
• 1-3 years of experience in related job preferred
• Excellent customer service and communication (verbal and written) skills
• Basic Knowledge of Microsoft Word and Excel.

 

 

 

Special Skills and Requirements:

 

• Ability to communicate effectively and in a professional manner
• Ability to follow verbal and written instructions
• Ability to work independently with minimal direction
• Ability to use PC and widely-used software packages, especially spreadsheets, IEX and CMS software
• Ability to learn new software packages as necessary
• Ability to multitask in applicable applications, in a high paced environment
• Attend conferences for personal and professional enrichment in coordination with Service Team Managers and within the allotted budget
• Ability to handle confidential information
• Ability to work as team member with all levels of staffing including but not limited to: Coordinators, Nurses, Team Leads, Workforce Analysts, Service Team Managers, and Senior VP Management

 

Work and Time Requirements:

 

• 8-hour workday
• Overtime if business needs dictate
• 7am-8pm Central time shift availability
• Real-time flexibility
• Position is located at the Franklin, TN office

 

Only candidates with required experience should apply.
* Applicants must include salary requirements.
* No third party solicitation, please.
Please visit our website at www.medsolutions.com
MedSolutions is an Equal Opportunity Employer
MedSolutions is a drug free and smoke free workplace

 

 

 

 

Country: USA, State: Tennessee, City: Franklin, Company: Medsolutions.