Massachusetts Green Jobs

Location: Remote, UNAVAILABLE, United States

Categories: Full-time

Full/Part-time: Full-time

Work Location Type: Fully remote

Job Summary

ABOUT THE COMPANY

Apria Healthcare’s mission is to improve the quality of life for our patients at home. We are looking for empathetic, thoughtful, and compassionate people, to meet the needs of our patients. Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer.

JOB SUMMARY

This position will work closely with business owners, partner operations and offshore partners to provide vendor forecast. In addition will provide analysis as to actuals vs forecast along with budget. Will assist in the development of identifying root causes for anomalies. This position will also support ad-hoc analysis as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Works with Partner Operations, workforce management and Apria business owners to properly define and extract appropriate data from the Apria systems.

• Manages and manipulates workforce and performance data to required formats for development of vendor forecasts, invoicing and performance management.

• Monitors forecasted metrics (staffing, volumes and performance metrics) compared to actual metrics, day to day and historical.

• Reviews and prepares information on production volumes. Completes staffing analysis to identify balance of internal and outsourced resources.

• Works with Capacity Planning to create detail for monthly management reviews to validate the hiring and staffing plans developed by the vendors.

• Ensures vendors are staffed properly for volumes provided. Performed through the evaluation of vendor data and Apria requirements to include; completeness and accuracy of necessary studies, reports, and analyses.

• Presents to leadership the volume forecasts in 30, 60 and 90-day increments as required by vendor contractual requirements. Based on management approval, prepares and presents forecasts to vendors.

• Makes recommendations to leadership to adjust forecasting, based on input from capacity planning, (Apria Enterprise volumes) and Business Owners/Partner Operations, (multi-Vendor allocations).

• Keeps current on the company’s Revenue Management processes and both internal and outsourced processes/functions to ensure understanding of forecasting and modeling.

• Works with Partner Operations and the vendor’s forecasting/WFM team to compare Apria and vendor forecasts, forecasting data inputs, and formulas to ensure all parties understand and are in agreement.

• Prepares special studies to analyze staffing requirements, productivity opportunities and financial impact to prepared forecasts.

• Ensures project deadlines and performance standards are established and met.

• Develops ad hoc analysis as needed.

• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

• N/A

Minimum Required Qualifications

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• 4 year college degree or equivalent experience is required.

• 4 years of related experience in contact center production/staffing and forecasting is recommended, including voice and back office forecasting required.

• Experience working with disparate data sources required.

• Contact center and/or call center background, ideally in WFM a plus.

• Thorough understanding Performance Standard Metrics a plus.

Certificates, Licenses, Registrations or Professional Designations

• N/A

SKILLS, KNOWLEDGE AND ABILITIES

• Must be detailed oriented, professional and have the capacity to work independently with limited daily direction to complete requirements.

• Ability to complete/design staffing and forecasting models from the ground up.

• Ability to review the detail and prepare summary recommendations to supervisor.

• Ability to interact with Partner Operations and forecast analysts comparing data and recommendations.

• Ability to travel domestically or internationally as needed.

• Exposure to staffing/production forecasting models such as Erlang, IEX, etc.

• Knowledge of contract terms/conditions and familiarity with contract negotiations.

• Knowledge of COPC standards is recommended and experience working with Service Level Requirements and Agreements.

• Thorough understanding of Key Performance Indicators.

Computer Skills

• Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word required.

• Access and SQL is a plus.

Language Skills

• English (reading, writing, verbal).

Mathematical Skills

• Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

Other Skills

• Strong Microsoft Office with emphasis in Excel

PHYSICAL DEMANDS

This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus. It also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder. Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform the essential functions of the position, upon request.

WORK ENVIRONMENT

Work is performed in an office setting with exposure to moderate noise.

TRAVEL

Occasional travel as required.

OTHER INFORMATION

The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position.

Benefits

Comprehensive benefits package offered for eligible employees:

• Competitive salary

• Medical, Dental and Vision

• Healthcare Flexible Spending Accounts and Healthcare Savings Accounts

• Life, AD&D and Disability Insurance

• Paid Time Off, including Vacation, Personal Time, Paid Sick Leave & Paid Holidays

• 401K Savings Plan (available immediately)

• Educational Assistance

• Employee Referral Reward Program

• Employee Discount Programs

• Company Paid Employee Assistance Plan (available immediately)

• We recognize our veterans by offering a company paid day off for Veterans Day

• Career Advancement/ Development Opportunities

Compensation

• Compensation is commensurate with experience.

• Annual compensation is based on a 40 hour week.

EEO Statement

As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law. Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet