Workforce Manager - Serenity Healthcare

Workforce Manager
Location: Provo, UT 
Serenity Healthcare is seeking a hands-on workforce manager to optimize productivity by maximizing our staffing needs and forecasts. We are in a hyper-growth state and this leader will be able to support multiple patient care coordinator locations.  

Benefits:  

• Accelerated healthcare career growth – rapid advancement opportunities.    
• Insurance benefit premiums paid at 90% by Serenity (Medical, Dental, Vision) and 401K.   
• 20 days off annually (10 PTO days and 10 Holidays).   
• Employee access to Serenity’s treatment options. 
• Competitive compensation. 
• Access to corporate onsite gym, game room and other amenities. 
• Full-time / On-site. 

 
Responsibilities:    

• Operational Oversight: Lead forecasting, capacity planning, scheduling, and real-time management for Operations. Analyze call volume, handle-time, distributions, absenteeism, and staffing need to optimize performance. 
• Owns adherence and Shrinkage governance. Breaks/lunches and same day modifications. Employee scheduling (i.e., intraday management, call outs, vacation, and leave planning).  
• Statistical modeling and projections. Complete what-if analysis, risk assessment and sensitivity analysis on plans on a regular basis. 
• New-hire configuration (onboarding/offboarding), log ins, schedules, team assignments 
• Attrition & Retention reporting.  
• Supports cost-cutting, growth initiatives, and stays ahead of latest technologies. 
• Recommends training and development schedules to maintain service levels. 
• Business Continuity Plan (i.e., Natural disasters, equipment failures, and adverse impacts to the business). 
• Crisis preparedness (i.e., CPR certifications, and Emergency Floor Captains). 

Qualifications:  

• 3 to 5 years experience in WFM (forecasting, capacity planning, scheduling, and real-time management). 
• Experience with MS Office Suite with high proficiency and working knowledge of Excel. 
• Experience with WFM software applications (Genesys, IEX, ININ, Verint, etc.). 
• Excellent oral, written, interpersonal, and organizational skills. 
• Must be detail-oriented, organized, and able to work independently as well as with a team. 
• Proven performance in a fast-paced, growth work environment 
• Ability to make sound decisions quickly in a fluid work environment. 
• BA/BS Bachelor's Degree in a job-related field of study preferred (mathematics, statistics, finance, business analytics etc.). 

  
About: 
Serenity is a leader in the field of healthcare technology. Using advanced medical devices recently released to market, we give our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we push ourselves daily to help patients take back their lives with a revolutionary technological approach to healthcare.