Note: The job is a remote job and is open to candidates in USA. GoHealth Urgent Care is a multi-site healthcare organization. The Workforce Scheduling Program Manager leads workforce planning, staffing, and scheduling initiatives, partnering with Operations, Finance, Data Services, IT, and People teams. The role owns workforce management processes and systems, improves forecasting and scheduling practices, and uses analytics to enhance operational efficiency and team member experience.
Responsibilities
- Own the ongoing execution and improvement of workforce forecasting processes including generation of staffing forecasts and dissemination of forecasts into standard templates/tools for market schedulers
- Develop and implement processes and best practices for market schedulers to adhere to schedule templates and regularly optimize schedules to staff to model (e.g., trailing volume monitoring, contingent worker shift modifications, call-out strategies, etc.)
- In collaboration with analytics and IT resources, define data requirements and oversee development of automated reports and dashboards that track schedule templates and staff to model adherence
- Create and distribute monthly reports on scheduling compliance and staffing to model and undertake corrective actions with market management and schedulers
- Maintain and oversee clock-in/clock-out analysis and compliance and develop processes to improve reporting and team member adherence
- Develop processes and best practices for time tracking reporting, reconciliation, and management (OT, period end processes, etc.)
- Serve as a program owner and primary subject matter expert for scheduling and time tracking solutions
- Develop and maintain standard processes and best practices for use of scheduling and time tracking solutions
- Maintain a deep understanding of how forecasting, scheduling, and time tracking tools interact
Skills
- Bachelor's degree; experience will be considered in lieu of a degree
- 3+ years of workforce management or scheduling experience (e.g., forecasting, staffing models, capacity planning) in multi-site environment
- 5+ years of health care experience
- Scheduling experience in a medical environment
- Experience in development, management, and enforcement of multi-site scheduling and payroll processes and best practices
- Experience in use of scheduling systems or other standard tools to report on and analyze staffing level compliance, time punch compliance, and overtime utilization
- This role involves interaction and collaboration with other departments, Joint Venture team members, and health system partners and requires excellent judgment and interpersonal skills
- Workforce management and staffing‑to‑model expertise across multi‑site healthcare operations
- Proficiency with scheduling and time‑tracking systems and their enterprise‑wide optimization
- Knowledge of timekeeping processes, clock‑in/clock‑out compliance, and overtime controls
- Ability to analyze data, build reports, and monitor schedule and staffing compliance
- Skill in developing and improving standard processes and best practices for scheduling and time tracking
- Familiar with integrations including flat-file exports/imports and APIs between scheduling systems and other systems such as a data warehouse of HRIS
- Ability to translate business requirements from operations leaders into clear technical specifications for forecasting, optimization, and reporting enhancements, and to prioritize a backlog of improvements
- Experience operationalizing analytics, including building or overseeing dashboards in tools such as Tableau, Power BI, Sigma, etc. to monitor model adherence, volumes, and key SLAs
- Strong collaboration and stakeholder‑management skills across operations, FP&A, IT, Talent Acquisition, and health‑system partners
- Effective problem‑solving and sound judgment in addressing workforce and scheduling issues
- Clear written and verbal communication skills for templates, guidance, and performance updates
- Ability to work independently, set priorities, and meet enterprise deadlines
- Customer‑service orientation in supporting internal teams and external health‑system partners
- INTERPERSONAL – Develops and maintains excellent working relationships and possesses exceptional judgment
- ORAL COMMUNICATION - Expresses information (ideas or facts) to individuals or groups effectively; listens to others and responds appropriately
- PROBLEM SOLVING – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations
- SELF-MANAGEMENT – Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior
- TECHNICAL COMPETENCE – Uses or gains knowledge necessary to perform the major functions of the role as described above
- SYSTEMS THINKING – Understands how operations, workforce management systems, data pipelines, and analytics tools interrelate, and can design changes that account for downstream impacts
- WRITING – Recognizes and uses correct English grammar, punctuation, and spelling; communicates information in a succinct and organized manner; produces written information that is appropriate for the intended audience
- CUSTOMER SERVICE – Demonstrates and delivers exceptional service to health system partners, patients, and internal stakeholders in a professional, courteous, accurate, complete, and timely fashion
- TEAMWORK/COLLABORATION – Demonstrates skills and abilities in team/project- oriented activities
- RELATIONSHIP MANAGEMENT – Maintains good communication and a positive relationship with Team Members at all levels of the organization and all health system partner liaisons
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