Associate Director, Workforce Management
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Job Description
High-impact leadership role managing workforce scheduling and real-time adherence in pharmacy operations. Ensure efficiency and compliance while enhancing employee engagement and patient safety.
Responsibilities:
- Oversee the creation and maintenance of multi-disciplinary schedules for licensed professionals across various geographies and time zones
- Ensure all schedules strictly adhere to state-specific Board of Pharmacy regulations regarding pharmacist-to-technician ratios and clinical credentialing
- Design strategies to account for 'the big three' (training, coaching, and PTO) without compromising patient care or SLA targets
- Lead the strategy for shift-bids, flexible scheduling options, and part-time/PRN utilization to maximize coverage during peak volume hours
- Direct the RTA team in monitoring real-time volumes across voice, digital, and prescription processing queues
- Develop and trigger 'Red Zone' protocols during unplanned volume surges, system outages, or staffing shortages to reallocate resources in seconds
- Align scheduling and real-time maneuvers to meet aggressive SLAs for Prior Authorizations (PA), clinical reviews, and fulfillment cycles
- Act as the primary point of contact for Pharmacy Floor Managers to resolve immediate staffing gaps or operational bottlenecks
- Coordinate with outsourced partners to ensure seamless hand-offs and consistent adherence standards across internal and external teams
- Lead 'Week-in-Review' sessions to analyze variances between scheduled vs. actual staffing and the impact on performance
- Oversee the development of real-time dashboards that provide visibility into occupancy, utilization, and service level performance for senior leadership
- Continuously refine scheduling logic and RTA workflows based on historical performance trends and changing clinical requirements
Requirements:
- Bachelor's Degree or 10 years of workforce management experience
- 5 or more years of management experience in scheduling and RTA management
- 5 or more years of experience working with BPO partners
- 5 or more years of experience working in healthcare
- Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
- Deep experience with Genesys, Verint and reporting tools
- Ability to work cross-functionally across multiple teams
- Strong analysis, critical thinking, and analytical problem solving skills
- Ability to handle multiple tasks and deadlines with attention to detail
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
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