Workforce Coordinator - Buffalo, NY

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.



At Uniprise, a UnitedHealth Group company, our people and technology meet the benefits needs of employees and families at more than one-fourth of the Fortune 500 companies through customization and innovation. National employers can then best access the full range of products and services offered by UnitedHealth Group companies while enjoying the ease of integrated administration for all employee services. It’s a thriving business with an added personal significance...and a rare combination that will allow your career to flourish.


 


Job Responsibilities:



Responsible for assisting in the successful forecasting and scheduling of customer contact activities across the site.


Responsible for the monitoring the scheduled activities of the CSRs on a real-time basis, to assist the site in maintaining good schedule adherence.


Monitor staff adherence to work schedules, generate and deliver adherence / compliance reports for the management team.


Generate standardized reports.


Create and maintain real, historical and custom reports (e.g., CMS).


Capture and store historical statistics (e.g., ACD).


Monitor incoming calls though out the day and make adjustments to schedules or skill assignments as needed to ensure proper coverage.


Ensure schedules are generated on a regular basis that coincides with the forecast.


Adjust workforce requirements based on changing / dynamic forecasts.


Schedule all transaction-based work (e.g., calls, claims, adjustments, correspondence, PC-ORS, training, town meetings).


Analyze call volume patterns to manage work shifts, lunches and breaks.




Job Qualifications:


High school diploma or equivalent work experience.

6 months call center and / or claim processing forecasting, staffing and scheduling experience.

Familiarity with MS Windows NT.

Strong PC skills (e.g., Word, Excel, Access, PowerPoint).

Operational knowledge of calls and claim centers.

Technical understanding of telecom hardware (e.g., PBX, ACD, IVR).

Understanding of claim and call software tools and programming requirements (e.g., CMS modifications, vector scripting).

Experience in development and delivery of reports.

Analytical skills.

Advanced statistical analysis skills.

Written and verbal communication skills.

Adaptable and able to move with change while maintaining a positive attitude. 

Dependable and consistent.

Superior planning and organizational skills that effectively allocate and manage resources across the site.

Strong problem solving skills that enable quick identification and efficient resolution of issues.


Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V