Workforce Management Specialist (CORP)

MDVIP: Transforming Primary Care, One Patient at a Time

MDVIP is a national leader in personalized healthcare, empowering over 425,000 members to achieve their health and wellness goals through a network of more than 1,400 concierge primary care physicians. Our program emphasizes preventive medicine, offering comprehensive screenings, advanced diagnostics, and individualized wellness plans. Recognized as a Great Place to Work® since 2018, MDVIP is committed to excellence in patient care and employee satisfaction. 

MDVIP, based in Boca Raton, FL is seeking a Workforce Management Specialist who monitors inbound/outbound traffic and agent status to ensure proper staffing and scheduling adjustments are completed for the organization’s contact center.  This role works closely with the management team to provide support to ensure departmental service levels are achieved as well as effectively communicates with internal and external teams, maintaining a positive and professional demeanor during all contacts.

MDVIP has consistently been recognized as a Great Place to Work® employer since 2018 (Greatplacetowork.com/certified-company/MDVIP) and was named by Fortune and Great Place to Work® as one of  the 2021 Best Workplaces in Healthcare & Biopharma™. 

• Assists in planning and driving all inbound/outbound related traffic including but not limited to voice shots, strong leads lists, scheduled call backs, e-mail, voicemail, membership, and marketing driven activities.
• Manages scheduling for PCC agents using the NICE WFM platform for trainings, events, and shifts. Assists with forecasting and tracking traffic vs. staffing and technology needs in the PCC.
• Maintains various departmental logs, spreadsheets, and reports. Updates Salesforce using Data Loader.
• Communicates planned efforts with both internal and external stakeholders. Creates and edits campaign calling lists within various systems including: InContact, Salesforce and voiceshot.com.
• Manages voice shot sound files, scheduling, and distribution, as needed.
• Assists with agent specific and departmental performance reporting.

This job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Education / Experience / Knowledge:

High school diploma or general education degree (GED); and a minimum of three years related experience and/or training. An Associate degree is desirable, but not required.  Related experience includes prior customer service in a call center environment, or business / administrative experience. 

• High degree of accuracy and attention to detail, with the ability to organize simple and complex tasks. The ability to handle multiple tasks simultaneously.
• Knowledge of modern office procedures and methods, office systems, and organized record keeping. Must have knowledge of use and operation of standard office equipment and ability to type 45 words accurately per minute.
• Analytical ability is required to gather and summarize data from varied sources to develop meaningful reports.
• Ability to establish priorities, identify and resolve recurring issues, work independently, and manage objectives with little supervision.
• Advanced Excel skills required, and other Microsoft Suite skills at intermediate level or above. Other computer skills include contact center, telephony, and scheduling solutions (in-Contact, NICE, and Salesforce experience highly desired)

Corporate office role: As a corporate based role in Boca Raton, FL, employees are expected to work from the corporate office.  

Additional information:

At no time may work be performed, or computer systems accessed, from outside of the U.S.

Individuals hired must be able to perform essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MDVIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Consistent with our mission, purpose, and core values, MDVIP takes the health and safety of its employees very seriously.  With the concern over the spread of the coronavirus or “COVID-19,”and its variants, MDVIP has, and will continue to take reasonable measures to mitigate the potential spread of COVID-19.  Your recruiter will provide more information during the interview process.

Why Join MDVIP?

• Be part of a mission-driven organization leading innovation in personalized healthcare.
• Drive transformation and growth in a dynamic, fast-paced environment.
• Competitive compensation: attractive base salary complemented by performance-based incentives for eligible roles.
• Comprehensive benefits: health, dental, vision insurance, and retirement plans.
• Professional development: access to ongoing training and leadership development programs.
• Positive work environment: consistently recognized as a Great Place to Work®, fostering a culture of collaboration and excellence. 

MDVIP is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status. We believe that diversity and inclusion drive innovation and strengthen our company culture.

If you require accommodation during the application or interview process, please let us know, and we will be happy to assist. 

Our compensation reflects the cost of labor across appropriate US geographic markets. Pay is based on several factors including but not limited to market location and may vary depending on job-related knowledge, skills, and education/training and a candidate's work experience. Hired applicants are offered annual incentive compensation programs, subject to applicable eligibility requirements. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance. The company offers the following benefits for this position, subject to applicable eligibility requirements. Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law.