Associate Director, Workforce Management

Role Overview

• Oversee the creation and maintenance of multi-disciplinary schedules for licensed professionals across various geographies and time zones
• Ensure all schedules strictly adhere to state-specific Board of Pharmacy regulations regarding pharmacist-to-technician ratios and clinical credentialing
• Design strategies to account for 'the big three' (training, coaching, and PTO) without compromising patient care or SLA targets
• Lead the strategy for shift-bids, flexible scheduling options, and part-time/PRN utilization to maximize coverage during peak volume hours
• Direct the RTA team in monitoring real-time volumes across voice, digital, and prescription processing queues
• Develop and trigger 'Red Zone' protocols during unplanned volume surges, system outages, or staffing shortages to reallocate resources in seconds
• Align scheduling and real-time maneuvers to meet aggressive SLAs for Prior Authorizations (PA), clinical reviews, and fulfillment cycles
• Act as the primary point of contact for Pharmacy Floor Managers to resolve immediate staffing gaps or operational bottlenecks
• Coordinate with outsourced partners to ensure seamless hand-offs and consistent adherence standards across internal and external teams
• Lead 'Week-in-Review' sessions to analyze variances between scheduled vs. actual staffing and the impact on performance
• Oversee the development of real-time dashboards that provide visibility into occupancy, utilization, and service level performance for senior leadership
• Continuously refine scheduling logic and RTA workflows based on historical performance trends and changing clinical requirements

Requirements

• Bachelor's Degree or 10 years of workforce management experience
• 5 or more years of management experience in scheduling and RTA management
• 5 or more years of experience working with BPO partners
• 5 or more years of experience working in healthcare
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
• Deep experience with Genesys, Verint and reporting tools
• Ability to work cross-functionally across multiple teams
• Strong analysis, critical thinking, and analytical problem solving skills
• Ability to handle multiple tasks and deadlines with attention to detail

Benefits

• medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance
• many other opportunities