Specialist - WFM

R1 is a leading provider of technology-enabled revenue cycle management services which transform and solve challenges across health systems, hospitals and physician practices. Headquartered in Chicago, R1 is an organization with employees throughout the US and international locations. Our mission is to be the one trusted partner to manage revenue, so providers and patients can focus on what matters most. Our priority is to always do what is best for our clients, patient’s and each other. With our proven and scalable operating model, we complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience. The Workforce Management Analyst (WFM Analyst) will be responsible for identifying, validating, and interpreting trends in large data sets related to defined workflows as well as effectively communicating proposed solutions to management. This person will work with the Genesys PureCloud environment, the Genesys software of Interaction Optimizer and Interaction Client Business Manager. In this role, the successful candidate will diligently manage end user schedules, will identifying gaps in staff coverage, monitor phone queues, maintain key WFM processes, create and analyze data into reports and communicate to leaders. 

Responsibilities: 

• Identifying and improving efficiencies within scheduling technologies 

• Produce and analyze WFM operational metrics 

• Forecast and recommend staffing decisions, manage scheduling of user lunch and breaks and meetings/trainings 

• Communicating clearly with Operational teams and leaders 

• Provide recommendations to Operations based on valid data regarding staffing 

Required Qualifications: 

• Bachelor’s degree or equivalent experience 

• Strong Excel skills 

• A collaborative mentality and ability to interact across multiple teams 

• Ability to work well within a team of other WFM analysts 

• Ability to multi-task and independently manage project demands in a dynamic environment

• Previous WFM experience

• Detailed oriented mindset

Desired Qualifications: 

• Experience with customer engagement and communication platforms such as Genesys 

• Purecloud, NICE inContact, etc

• Revenue Cycle and/or Healthcare experience

Physical Requirements: 

• See, read, and/or operate computers, telephones, office equipment, documents, labels, including manipulating paper requiring the ability to move fingers and hands. 

• Remain sitting, standing, or walking for long periods of time to perform work on a computer, telephone, or other equipment. 

• Frequent interactions with associates, patient care providers, patients, and visitors that require associate to verbally communicate as well as hear and understand spoken information, alarms, needs, and issues quickly and accurately, particularly during emergency situations. 

• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use and typing for documenting patient care, accessing needed information banding patients, etc

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests. Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com