Ardent Health Services (AHS) is a national health care services company headquartered in Nashville, TN. Through its subsidiaries, Ardent owns and operates nearly 200 sites of care. Our subsidiaries own and operate hospitals and multispecialty physician practices in six states. Ardent includes 30 hospitals, 4,423 patient beds, 23,000 employees, and 1,700 employed physicians. Within the industry, we are noted for recognizing that every hospital is as unique as the community it serves. This in-depth understanding of how health care works at the local level is one of our great strengths.
POSITION SUMMARY
The Director of Workforce Optimization is responsible for building and owning a large-scale, multi-state Workforce Management system (Five/9) to achieve Ardent's service level objectives. Provides integrative solutions that support each market while also considering 'big picture' mentality through multiple contact channels, including call, web, text, and other evolving communications; some of which are Contact Center owned, while others are led by Ardent's Consumer Experience team. Oversees Workforce Management team and works closely with Contact Center Quality Management, Training, CCaaS (Contact Center as a Service) vendor/engineers and AVP. Works collaboratively with stakeholders on strategy to enhance consumer engagement and patient satisfaction.
The Director of Workforce Optimization directs, manages, and implements Ardent's Workforce Management strategy and CCaaS WFO (Workforce Optimization) segment to ensure efficient Contact Center operations and provide "best-in-class" customer service.
Responsibilities
- Work with management teams to oversee workforce optimization software (Five/9) to ensure innovation and standardization of best practices across Ardent Contact Centers
- Define key metrics to provide leaders with a solid understanding of business performance.
- Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans, in addition to owning all real time skilling strategies.
- Analyze and manage staffing to afford operations the ability to conduct training and other needed ad hoc activity, adjusting as needed to ensure staffing and service levels are achieved.
- Establish reporting methods around key metrics related to WFM (Workforce Management) and ensure KPI's are met.
- Serve as the WFM system owner/administrator, working with our vendor (Five/9) and market leaders on system issues, updates, and ongoing maintenance/support.
- Work with cross-functional teams to ensure standards are being met and processes followed.
- Work with management teams to ensure Ardent is maximizing service levels and delivering strong returns on consumer experience through the efficient use of labor.
- Work collaboratively with market leaders to ensure needs are met at local levels while balancing service levels from a global view.
- Spearhead Workforce Optimization technology and lead Ardent to cross-market support for scheduling and messaging for designated specialty service lines.
Qualifications
Required Education and Experience:
- Bachelor's degree in business, Health Services Administration, or related field.
- Requires at least five years of call center leadership, preferably in an extensive healthcare system.
- Requires at least five years of management experience in an operational setting, including oversight of staff, service delivery, and budgets.
- Extensive experience optimizing shrinkage, occupancy, service levels and abandonment rates.
- Experience in dashboard creation using data from various sources to create compelling visual presentations on status/performance.
Preferred Qualifications:
- CCaaS experience highly desired
- Power BI Experience strongly desired.
- Epic experience is a plus.