Provides direct support for the Workforce Management (WFM) systems application. Using common trouble-shooting techniques and questions, the WFM Specialist will attempt to resolve the issue upon initial contact with the end user. Responsible for the ongoing production support and processing of assigned WFM systems applications including system testing, analysis, and problem resolution.
Develops and maintains functional and technical expertise in assigned areas of WFM systems and business operations.
Maintains understanding of data fields utilized, data flow, and system capabilities and limitations.
Responsible for supporting all Tier escalation inquiries from the Employee Contact Center, Service Desk tickets and other means of support during normal business hours.
Provides project support as assigned to include, but not limited to, testing tasks and documentation.
Provides support and direction for all application end users to develop end user expertise.
Maintains communication with customer to update progress resolution and status.
Verifies customer is satisfied with resolution.
Reviews and recommends appropriate action on user requests for services, ranging from explanation of WFM systems functionality and activities to the understanding and analysis of user needs, preparation of reports or automation of processes.
Works closely with end staff and end users to determine reporting needs and requirements.
Ensures that all requested reports are created accurately and in a timely manner.
Educates end user of any complexities associated with the data requests and how to produce the report using their software access.
Provides recommendations on which WFM guidelines need updated as workflow changes, new WFM system functionality is added, or automation of processes occurs.
Completes all manual WFM tasks as defined by the WFM department.
These specific tasks and workflows assignments ensure that the system is functioning at max capacity and ensures necessary edits are made to the employee's Kronos record to assure accurate payment.
Uses approved communication methods to notify customers of scheduled and unscheduled disruptions.
Assures compliance with governmental regulations and Geisinger policies pertaining to workforce management.
Assist with organizing training, including schedules of WFM and vendor staff, obtaining rooms and scheduling phone conferences to facilitate the meetings.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
*Relevant experience may be a combination of related work experience and degree obtained (Associate's Degree = 2 years; Bachelor's Degree = 4 years).
High School Diploma or Equivalent (GED)- (Required), Bachelor's Degree- (Preferred)
Minimum of 2 years-Relevant experience* (Required)
Certification(s) and License(s)
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.
We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh FoodFarmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencingprograms, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 1...3 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers. What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.