Scheduling Specialist (Healthcare Call Center)
Full Time
Fonemed is looking for a passionate and dedicated Scheduling Specialist to join
our growing team! We are looking for a motivated, organized and results driven
individual with a positive attitude and previous experience scheduling for large
groups. If this sounds like you, apply today!
Position Overview
As the Scheduling Specialist, you will be responsible to generate and manage
schedules for the contact center (call center) teams, based on our staffing
requirements. You will be making staffing adjustments in accordance with the
budget, daily staff levels, sick calls, call volumes and time off requests. This
position is responsible for the creation and maintenance of schedules within our
organization for both clinical and non-clinical teams located in the U.S and
Canada.
Responsibilities:
- Generate, manage, and publish efficient schedules based on staffing
requirements for multiple lines of business.
- Co-ordinating with various departments on staffing levels and contact center
efficiency maximization.
- Working collaboratively with Clinical Directors, planning and recruitment
teams to develop schedules for multiple staff groups in accordance with call
volumes, legislation, and company policies.
- Reviewing and processing time-off requests based on employee accruals,
operational requirements, and company guidelines.
- Co-ordinating and updating payroll manager on any changes and deviations from
the published schedule that affect employee’s payroll.
- Processing schedule related changes such as shift changes, shift-swaps, shift
give aways and generating daily break boards for various lines of business.
- Tracking staff availability and scheduling related changes and sick calls
appropriately.
- Monitor and examine schedule efficiency and implement improvements where
necessary.
- To read, analyze and understand KPI reports to analyze scheduling related
impacts and make necessary changes to schedules.
- Ad hoc requests or project work relating to headcount, staffing, or resource
management as required.
Skills and Requirements
You should possess effective communication and interpersonal skills to
successfully interact with various members of the organization on a regular
basis. You will need to be flexible with last-minute changes, and fair and
consistent when managing the needs of individual staff members. Qualifications
for this position include:
- Prior scheduling experience in a contact center or healthcare environment
would be an asset.
- Knowledge of workforce management KPIs, real-time monitoring and scheduling.
- Demonstrate strong written and verbal communication skills.
- Excellent attention to detail, prioritization and time-management skills.
- Ability to meet deadlines is essential.
- Basic to intermediate level proficiency in Microsoft Office (Excel, Outlook,
Word, PowerPoint)
- Ability to multi-task, managing high volumes of requests and competing
priorities.
- Self-starter and highly motivated with a very strong work ethic.
- Degree or diploma in business, office administration or related field
preferred.
- Must be able to produce a clear background check.
Why Work with Us
With over 20 years in the telehealth industry servicing clients across North
America, Fonemed prides itself on providing outstanding client experience and
practicing a culture of care in everything we do. We are a growing company who
values our greatest resource - our people! We provide a collaborative company
culture and a welcoming team. We offer our team the opportunity to work in an
exciting industry and a competitive compensation package, including health
benefits and retirement saving options, as well as a great paid leave program.
If you are looking for a company that values you, apply today!
Fonemed is an equal opportunity employer and is committed to diversity, equity,
and inclusion. We appreciate the interest of everyone who applies for the
position, however only those selected for an interview will be contacted. Please
visit our website at www.fonemed.com [http://www.fonemed.com].
