Mngr., Enterprise Workforce Mngmnt & Digital Access Operations

Primary Function

The Manager, Enterprise Workforce Management & Digital Access is responsible for the strategic leadership, operational management, and continuous improvement of Enterprise Workforce Management supporting the Enterprise Access Center while providing operational oversight of ChristianaCare's Enterprise Digital Access services, including the 24/7 Enterprise MyChart Help Desk. The position leads workforce forecasting, scheduling optimization, capacity planning, operational analytics, performance management, and digital access operations to ensure exceptional service delivery, operational efficiency, and an outstanding patient experience. Partners with Enterprise Access leadership to optimize workforce operations and collaborates with external managed service vendors, Information Technology, Digital Health, Epic, and other enterprise stakeholders to support digital access initiatives.

Principal Duties and Responsibilities

• Provides leadership for workforce management and digital access operations supporting the Enterprise Access Center and enterprise digital patient access services.
• Leads workforce forecasting, staffing models, scheduling optimization, capacity planning, and operational analytics.
• Monitors service levels, productivity, schedule adherence, occupancy, quality, and workforce performance metrics.
• Develops operational reports, dashboards, and recommendations to support leadership decision making.
• Partners with Enterprise Access leaders to optimize staffing and operational performance.
• Maintains operational oversight of the 24/7 Enterprise MyChart Help Desk.
• Partners with external managed service vendor on day-to-day MyChart Help Desk operations, workflow optimization, service performance, and operational readiness.
• Collaborates with Information Technology, Digital Health, Epic, and operational leaders to support enterprise digital access initiatives.
• Communicates with external managed services vendor as new digital features and initiatives impact patient support needs.
• Evaluates patient experience with digital access tools, tracking adoption rates and feature-by-feature usage.
• Reviews new features and tools with generative AI technologies which touch patient digital experiences and validates prior to deployment.
• Develops and implements standardized workflows and operational best practices.
• Leads continuous improvement initiatives that enhance workforce efficiency, patient access, and digital service delivery.
• Identifies operational trends and implements solutions using workforce and operational data.
• Ensures compliance with organizational policies, quality standards, and regulatory requirements.
• Directly supervises assigned Workforce Management staff and IT Service Center Specialist II caregivers.
• Responsible for hiring, onboarding, scheduling, coaching, performance management, recognition, corrective action, and caregiver development.
• Participates in enterprise projects, technology implementations, and other duties as assigned.

Scope, Purpose, and Frequency of Contacts

Provides operational leadership for workforce management supporting the Enterprise Access Center and operational oversight of the 24/7 Enterprise MyChart Help Desk. Responsible for workforce optimization, operational analytics, digital access operations, continuous improvement, and collaboration with enterprise partners to ensure operational excellence.

Direction/Supervision of Others

Directly supervises Workforce Management staff and IT Service Center Specialist II caregivers supporting the Enterprise MyChart Help Desk.

Direction/Supervision Received

Enterprise Access Center Director

Education and Experience Requirements

• Bachelor's degree preferred. Equivalent combination of education and relevant experience may be considered.
• Five (5) years of Workforce Management experience required.
• Healthcare contact center, patient access, or similar operational experience preferred.
• Experience with forecasting, scheduling optimization, capacity planning, staffing models, and workforce analytics.
• Experience supporting or overseeing digital patient access operations preferred.
• Experience partnering with Information Technology, Digital Health, Epic, and vendor experience preferred.

Knowledge, Skill, and Ability Requirements

• Workforce Management
• Forecasting and capacity planning
• Operational analytics
• Scheduling optimization
• Patient access operations
• Digital patient access
• Leadership and coaching
• Vendor partnership
• Process improvement
• Communication and collaboration
• Epic knowledge preferred

Working Conditions

Professional office environment. Supports operations that include 24/7 Enterprise MyChart Help Desk services and may require occasional off-hours support.

Pay

Annual Compensation Range $73,611.20 - $117,790.40