Traffic/Workforce Representative - Overland Park, KS

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.Prescription Solutions helps consumers obtain the medications and products they need to live healthier lives. Services offered by the company include pharmacy network contracting, rebate contracting and administration, mail order pharmacy facilities, specialty drugs and retail drug claims processing.  The company is one of only three in the United States to have received URAC dual accreditation and provides clinical services to help its clients provide cost effective, quality-driven results.  The company is part of Pharmacy Services group, within Enterprise Services, a family of UnitedHealth Group businesses dedicated to improving the health and well-being of Americans.   Position Description:  Positions in this function are primarily responsible for call queue  monitoring, real time schedule adherence, and schedule exception processing.Works with internal supervisors to ensure adequate staff, contingency plans and workflow monitoring.   Primary Responsibilities:Maintain service levels while keeping overtime cost to a minimum. Create policies and procedures to standardize specific Workforce Management functions. Provide support to other members of management as needed. Develop, implement, maintain and communicate the site work schedule.  Develop and maintain schedules for all transaction-based work (e.g. calls, correspondence training, meetings, etc.). Analyze call volume patterns to manage work shifts, lunches and breaks. Collaborate with supervisors to identify and track both planned and unplanned absences. Ensure schedules are generated on a regular basis that coincide with the forecast. Analyze, develop action plan, and resolve service delivery and/or service level issues. Create and produce regular reports on historical data and forecasting results. Generate regular reports to the management team on staff adherence to schedule. Manage all scheduling related communications to the site. Create and maintain real-time, historic and custom reports (e.g. CMS) Manage administration of workforce scheduling area.Qualifications:1+ year PC skills (e.g., Word, Excel) required. 2-3 years of Project management experience required. Knowledge of Human Resources policies and procedures desired. Medical claim processing (e.g. least, somewhat and most complex) or customer service/claim experience (e.g. simple or complex) desired, but not required.Working understanding of managed care and indemnity concepts desired, but not required.Working knowledge of eWFM, Blue Pumpkin or IEX preferred. Knowledge of Human Resource policies and procedures desired, but not required.Associate degree desired but not required. Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V   UnitedHealth Group is a drug-free workplace.  Candidates are required to pass a drug test before beginning employment.