About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

Position Summary

The Sr Manager - Workforce Management (WFM) is responsible for end-to-end workforce planning, Work Queue (WQ) management in EPIC/Other Practice Management System, resource allocation, productivity governance, quality monitoring, capacity planning, and operational performance reporting across RCM functions. The role drives operational efficiency through effective workload distribution, KPI tracking, workforce analytics, and data-driven decision-making while ensuring achievement of client SLAs and business objectives.

Key Responsibilities

1. Work Queue Management & Resource Allocation

• Manage daily EPIC Work Queues/Other Practice Management Systems across assigned RCM processes.
• Ensure equitable workload distribution based on capacity, skill matrix, and priority.
• Monitor queue volumes, aging, backlog, and turnaround times.
• Drive queue balancing initiatives to maintain SLA adherence.
• Perform capacity planning and staffing forecasts based on historical trends and business demand.
• Coordinate with Operations Managers for intraday resource adjustments.

2. Workforce Planning & Scheduling

• Develop daily, weekly, and monthly staffing plans.
• Monitor deployed FTEs versus approved headcount.
• Identify staffing gaps and recommend hiring or cross-training requirements.
• Manage shrinkage planning, leave planning, and workforce utilization.
• Support onboarding and workforce ramp-up activities.

3. Productivity Management

• Track productivity at employee, team, client, and process levels.
• Analyze output-per-FTE and utilization metrics.
• Identify productivity improvement opportunities through trend analysis.
• Publish daily productivity scorecards and performance dashboards.
• Drive achievement of production targets through operational interventions.

4. Quality & Performance Monitoring

• Partner with QA teams to monitor quality performance.
• Analyze quality defects and recurring error patterns.
• Monitor critical error rates and quality compliance.
• Support corrective action planning for low-performing teams.
• Ensure adherence to client-specific quality standards.

5. RCM KPI Management

Monitor and report key Revenue Cycle performance indicators including:

Operational KPIs

• Productivity Achievement %
• Utilization %
• Backlog Coverage
• Work Queue Aging
• Turnaround Time (TAT)
• SLA Adherence

Workforce KPIs

• Headcount Tracking
• FTE Deployment
• Absenteeism %
• Shrinkage %
• Attrition %
• New Hire & Exit Analysis
• Capacity Utilization

Quality KPIs

• Quality Score
• Audit Accuracy
• Critical Error Rate
• Process Compliance

RCM Business KPIs

• Days in AR
• AR Aging
• Clean Claim Rate
• Denial Rate
• Denial Overturn Rate
• First Pass Resolution Rate
• Net Collection Rate
• Gross Collection Rate
• Prior Authorization Approval Rate
• Coding Accuracy
• Payment Posting Lag
• Charge Lag

6. Data Reporting & Analytics

• Own daily, weekly, and monthly management reports.
• Develop automated dashboards and executive scorecards.
• Generate operational insights and performance trend analysis.
• Perform root cause analysis for KPI deviations.
• Validate data accuracy and maintain reporting integrity.
• Support client reviews, business reviews, and leadership presentations.
• Create forecasting and predictive analytics reports for operational planning.

Reporting Tools

• EPIC
• Excel (Advanced)
• Power BI / Tableau - Good to have

7. Stakeholder Management

• Collaborate with Operations, Quality, Training, HR, and Leadership teams.
• Present workforce and performance insights to senior leadership.
• Partner with recruitment teams on workforce planning initiatives.
• Support client-facing reporting requirements.

Experience

• 12+  years of experience Workforce Management, MIS, or Operational Analytics.
• Minimum 2 years of people management experience preferred.

Technical Skills

• Advanced Microsoft Excel
• Workforce Forecasting
• Data Analytics & Visualization
• Capacity Planning

Behavioral Competencies

• Analytical Thinking
• Problem Solving
• Attention to Detail
• Stakeholder Management
• Communication & Presentation Skills
• Decision Making
• Process Improvement Mindset

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.