Humana · 22 hours ago
Associate VP, Pharmacy WFM & Operational Excellence
Remote Nationwide
Full-time
Remote
Lead/Staff
$181K/yr - $249K/yr
12+ years exp
Maximize your interview chancesHealth CareHealth Insurance
Insider Connection @Humana
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
In a matrix environment, leads collaboration with various stakeholders to translate analytics into actionable tactics to support business objectives.
Lead the organization in the development of an annual budget and scenario planning in partnership with operations leaders and finance teams.
Partner with Finance and Operations leaders on budgetary and staffing plans
Develop accurate long term and short-term forecasts for contact volume, back-office tasks, productivity and clinical support needs using historical data, patterns and trends.
Deliver on service levels and turn-around time KPIs
Lead team execution of hourly, daily, weekly, monthly, and long-term planning of staffing plans for pharmacy business areas
Lead the creation and optimization of agent schedules for a multi-site in-house and BPO location optimizing for user/customer needs and employee experience.
Partner with operations leaders to support and drive connection between accurate staffing models and associate experience
Lead intraday teams in executing tracking of same day performance and delivering on operational KPIs (SLA, ASA, TAT, Backlog, Adherence, Shrinkage, etc).
Pro-actively identifies, communications and creates updated scheduling needs in response to planned & unplanned interruptions (emergency closings, bad weather, holidays, system outages) that impact operational performance
Responsible for operational scorecards to track annual, quarterly, monthly, weekly and daily performance compared to targets.
Oversee and manage the analysis and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting.
Identify and communicate areas for continual improvement of service levels and staffing models
Lead the team by identifying and directing the implementation of process improvements that significantly reduce workload and/or improves quality across operations.
Analyzes, and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements.
Establishes and implements priorities, performance goals and objectives to ensure group results.
Ability to align teams on priorities, goals and objectives in an environment of limited resources
Manage and develop team; drive associate engagement & inclusion and diversity.
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
Bachelor’s degree in Finance, Engineering, Business or a related field
12 or more years of Workforce Management experience
8 or more years of management experience
Experience with Process Improvement methodologies
Experience working with call center BPOs
In-depth understanding of WFM tools such as NICE and Verint, along with expertise in contact center telephony systems.
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
Excellent written and oral communication skills and experience in cross-functional collaboration with multiple organizations
Strong analysis, critical thinking, and analytical problem-solving skills
Ability to handle multiple tasks and deadlines with attention to detail
Must be passionate about contributing to an organization focused on continuously improving associate & consumer experiences
Preferred
Master's Degree in Mathematics, Engineering, Business or a related field
Prior experience in Process Improvement or Project Management
Prior Pharmacy or Call Center related experience
Lean Six Sigma Green or Black Belt
Benefits
Medical
Dental and vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
Short-term and long-term disability
Life insurance
Many other opportunities
Company
Humana
Humana is a health insurance provider for individuals, families, and businesses.
10,001+ employees
H1B Sponsorship
Humana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (217)
2022 (257)
2021 (258)
2020 (107)
Funding
Current Stage
Public CompanyTotal Funding
$6.82B2024-03-11Post Ipo Debt· $2.25B
2023-11-02Post Ipo Debt· $1.32B
2023-02-27Post Ipo Debt· $1.25B
Leadership Team
Bruce D. Broussard
President and Chief Executive Officer
Susan M. Diamond
CFO
Recent News
2024-12-04
Morningstar, Inc.
2024-12-03
MarketScreener
2024-12-03
Company data provided by crunchbase
