Company Statement

For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.

Director, Workforce Management

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Director and Equivalent
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2017W Requisition #
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  • Lead EmblemHealth Operational Excellence / Customer Experience WFM Omni Channel program to reduce administrative and medical costs, improve core process efficiency, effectiveness and responsiveness, measure and improve business critical operational KPIs/metrics and increase customer loyalty.
  • Responsible for the day to day operations, intra-day and performance of the EmblemHealth ’s enterprise contact centers.  This includes multiple sites (NY Tri-State Area, 2 Director level direct reports and approximately 200 total staff).
  • Lead a cross functional Workforce Management team that supports the Customer Experience for the Enterprise. Ensure accurate trend analysis, forecasting and scheduling to differentiate the customer experience and exceed the demands of the Operational functions.
  • Responsible for day to day, intra-day, forecast reporting for the Enterprise’s Contact Center.
  • Responsible for managing and oversight of our outsourced contact center vendor (Omnichannel Performance).
  • Identify and address opportunities for optimization utilizing operational capability analyses of core business processes, human resources and technology.
  • Develop recommendations that drive operational excellence and customer experience/loyalty objectives.
  • Apply Change Management Leadership at all times to influence effective business decisions and outcomes.


Responsibilities: 
  • Lead large-scale, cross-functional program with a specific emphasis on driving results for Operational Excellence and Consumer Experience initiatives.
  • Technically direct large, cross-functional project teams and provides individual contribution using Business Process Management, Lean and Lean Six Sigma tools and techniques to improve quality and reduce costs.
  • Develop metrics, processes and procedures that drive Operational Excellence and Consumer Value.
  • Apply Voice of the Customer and business data to scope the level of improvement required to impact customer loyalty and bottom-line results.
  • Partner with senior and line management to facilitate implementation of recommendations.
  • Provide direction to the Contact Center Directors to ensure proper alignment of resources and to ensure that corporate goals are obtained.
  • Provide direction to Outsourced vendor to ensure they are properly aligned with the Enterprise’s Contact Centers.
  • Create and implement automated solutions to increase productivity, accuracy and to make improvements in workflow.
  • Oversight and daily coordination of the over flow vendors for Contact Centers which leverages Cognizant and other third-party Vendors.
  • Oversight and performance management of the enterprise’s after-hours vendors.
  • Evaluate core business processes to leverage opportunities for operational improvements with an emphasis on trends, root cause analysis and customer centric metrics.
  • Ensure reports are accurate and precise when distributing to Enterprise Leadership and Operational teams.
  • Drive adoption of self-service technology for the enterprise, specifically optimizing new technology which requires on-going adjustments based on feedback from members, etc.
  • Facilitate the alignment of systems and processes with corporate business goals. Partner with Account Directors, Business Owners and IT Information Architecture and Application Development functions to facilitate design and implementation of technological solutions for end-to-end core processes as needed.
  • Day to day leadership of the enterprise Contact Center, consisting of multiple locations in the NY Tri-State area, approximately 175 FTEs.
  • Provide analytical expertise and recommendations to senior and middle management for identifying, planning, and implementing solutions to resolve ad-hoc business issues.
  • Own and drive the implementation of recommendations.
  • Responsible for: development and management of direct reports to achieve pre-established Customer and Corporate goals; accurate contact center and claims forecasting; effective and efficient resource allocation based on business needs; resource management and real time adjustment of resources.
  • Build relationships with internal groups such as HR, IT, QA and training.
  • Mentor and train cross-functional teams on Lean, Six Sigma, Process Management and Change Leadership techniques as needed to facilitate operational excellence.
  • Provide clear communication and collaboration between key areas to include Claims, IT, EPMO, Provider Network, Management, QA and Training to develop and implement customer focused business solutions.
  • Regular review/improvement of departmental policies & procedures to ensure alignment of work vs. expected results.
  • Provide clear communication of business priorities to leadership and staff with regular progress reports delivered to those involved.
 

Qualifications:

  • 4-year degree in a business or related discipline required; additional years of experience may be considered in lieu of educational requirement
  • 10 – 12 years’ related business experience required
  • 5 years’ experience in positions designed to drive business performance improvement on a full-time basis required
  • Lean Six Sigma Black Belt or Lean Master Certification preferred
  • 7+ years in process improvement/re-engineering (i.e., Supply Chain Management, Business Process Management, Industrial Engineering, etc. required; or 1 year of relevant experience post certification
  • Working knowledge of Verint, Salesforce, Avaya (or other telephony vendors), telephony accessory applications (Semaphone, Mattersight, Pindrop, Congito, etc.), Tableau, Lean, Business Process Management and Data Mining tools and techniques required
 

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

Sponsorship Statement

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.

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