EPEC WFM INTRADAY COORD, FCH - PATIENT ENGAGEMENT CENTER (4047366001)

Discover. Achieve. Succeed. #BeHere

Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility. 

This job is REMOTE.

FTE: 1.000000

Standard Hours: 40.00

Shift: Shift 1

Shift Details: 9:30am - 6:00pm, Monday - Friday

Job Summary:

The EPEC Intraday Coordinator is responsible for monitoring service and staffing levels in real-time, ensuring that calls are being answered within service level goals. Major responsibilities of this position include monitoring and analyzing incoming call volumes and service levels, monitoring staff adherence rates, and ensuring proper staff skilling/queueing based on the information gathered. This individual is also responsible for researching causes of underperformance, identifying areas of improvement within the workforce management strategy, and adjusting agent schedules to meet the EPEC service standards. This individual will need to possess a high degree of analytical skills, independent decision making, and organization.  

EXPERIENCE DESCRIPTION: 

Two (2) years prior customer service, call center, or workforce management experience required. Prior experience with workforce management tools (e.g., Cisco Finesse, Calabrio, IEX, Verint, Aspect) preferred. Prior experience using call center phone systems, multiple practice management platforms, or physician scheduling software preferred.

High School Diploma required. Bachelor's Degree in Business, Human Resources or a related field preferred. 

SPECIAL SKILLS DESCRIPTION: 

Ability to function in high stress environment where interruptions are frequent. High attention to detail. Thinks quickly and uses appropriate judgment. Demonstrates diplomacy and patience while interacting with colleagues. Demonstrates basic understanding of data analysis. Possesses excellent verbal and written communication skills. Proficiency with computers (use of multiple monitors in facilitation of workflow management, Microsoft Excel knowledge, Call Center software systems knowledge). 

Compensation, Benefits & Perks at Froedtert Health 

Pay is expected to be between: (expressed as hourly) $21.32- $30.27. Final compensation is based on experience and will be discussed with you by the recruiter during the interview process.

Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following: 

• Paid time off
• Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
• Academic Partnership with the Medical College of Wisconsin
• Referral bonuses
• Retirement plan - 403b
• Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
• Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available 

The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin's only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation. 

We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 262-439-1961. We will attempt to fulfill all reasonable accommodation requests.