Workforce Management Specialist at Integra Partners – Troy, Michigan

Due to Integra’s continued growth, specifically within the Customer Service team, Integra has created a new role to assist the Customer Service Leadership Team & Operations Business Analyst with the scheduling and daily management of its call center queues for our payers, providers, and patients. This is an ideal role for someone with call center experience and experience with the Workforce Management (WFM) platform.

JOB QUALIFICATIONS: KNOWLEDGE/SKILLS/ABILITIES

The Workforce Management Specialist’s responsibilities include but are not limited to:

• Support the Sr. Service Operations Business Analyst in all aspects of and maintenance of WFM platform used for forecasting, scheduling, monitoring, and reporting of the daily/weekly/monthly call center statistics.
• Monitor the daily call queues and coordinate the call center team members’ availability between each queue to ensure service levels are met and achieved.
• Communication with leadership with updates on current status of each call queue, wait times, and other relevant metrics for the call center.
• Ensuring schedule adherence related to breaks, lunches, idle times of the call center team.
• Identification of peak times and action planning to ensure service levels are met.
• Consistent ability to make judgement calls and decisions in partnership with leadership for problem resolution.
• Assisting supervisors with schedules, time off calendars, and other scheduling planning (1 on 1’s, company meetings), to ensure availabilities support the call queues.

EDUCATION: High school diploma required, bachelor’s degree preferred or equivalent experience

EXPERIENCE:

• Proficient with WFM Platform
• Healthcare experience preferred
• Typing speed and accuracy: 45+ WPM
• Proficient in relevant computer applications such as MS Office
• Demonstrated ability to rapidly gain product knowledge
• Flexible and able to multitask and work with changing priorities with enthusiasm
• Self-motivated, detail-oriented and prepared to work independently or as an active team player
• Regular, consistent, and punctual attendance
• Flexibility to work outside a normal “9 to 5” schedule if needed

Benefits Offered

• Competitive compensation and annual bonus program
• 401(k) retirement program with company match
• Company-paid life insurance
• Company-paid short term disability coverage (location restrictions may apply)
• Medical, Vision, and Dental benefits
• Paid Time Off (PTO)
• Paid Parental Leave
• Sick Time
• Paid company holidays and floating holidays
• Quarterly company-sponsored events
• Health and wellness programs
• Career development opportunities

Remote Opportunities

We are actively seeking new colleagues in: Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Massachusetts, Michigan, North Carolina, New Jersey, New York, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Vermont, and Washington.

Our Story

Founded in 2005, Integra Partners is a leading national durable medical equipment, prosthetic, and orthotic supplies (DMEPOS) network administrator. Our mission is to improve the quality of life for the communities we serve by reimagining access to in-home healthcare. We connect Payers, Providers, and Members through innovative technology and streamlined workflows affording Members access to top local Providers and culturally competent care. By focusing on transparency, accountability, and adaptability, we help deliver better health outcomes and more efficient management of complex healthcare benefits. Integra Partners is a wholly owned subsidiary of Point32Health.

With a location in Michigan plus a remote workforce across the United States, Integra has a culture focused on collaboration, teamwork, and our values: One Team, Drive Results, Push the Boundaries, Value Others, and Build Community. We’re looking for energetic, talented, and dedicated individuals to join our team. See what opportunities we have available; there may be a role for you to engage in a challenging yet rewarding career in healthcare. We look forward to learning more about you.

Integra Partners is an equal opportunity employer. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives.