Remote Operations Senior Manager, Workforce Optimization
at Spring Health

Summary

Join Spring Health on our mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need. As a Manager (Workforce Optimization), you will own resource allocation for the team, ensuring efficient shift patterns and assignments meet existing and forecasted demand.

Requirements

• Strong understanding of supply and demand, forecasting, and workforce planning
• Experience with healthcare or contact center staffing, 24/7 operations, and alternative work schedules
• Significant experience with workforce management tools and systems, preferably Assembled
• Highly analytical, able to identify trends and anomalies in demand and make recommendations about how to allocate supply
• Works autonomously within established procedures and practices
• Outstanding communication, and organizational skills
• High integrity, attention to detail, and an action-oriented attitude
• Ability to thrive in a fast-paced and high-pressure environment
• Humility, resourcefulness, directness, ambition, professionalism
• Interest in mental health care

Responsibilities

• Identify and launch productivity improvements
• Manage reporting strategies and processes
• Produce and iterate on reporting and analysis for service level and productivity metrics
• Diagnose and remedy inefficiencies in staff schedules and shift patterns; leverage findings to promote broader strategic initiatives for the team
• Promote balance in supply/demand through effective workforce management practices
• Collaborate with Budget team for personnel needs forecasting
• Work with clinical managers and leaders to understand best practice, and align clinical team needs with operational requirements
• Identify trends and deep dive into team data to improve team performance and to create accountability/visibility across the team
• Support the development of strategic plans, goals, and objectives that align with core areas of focus
• Understand how SLAs impact the business and work with key stakeholders to achieve best practices and process improvements as business goals shift
• Take ownership of workstreams and create standard operating procedures (SOPs) to support the delivery of care and elimination of barriers
• Ensure that SOPs are followed to achieve business objectives
• Analyze and troubleshoot issues submitted by the team; ensure appropriate triage measures are taken
• Participate in special projects as directed
• Interview and onboard prospective team members as needed
• Routinely audit and improve workforce management processes
• Working closely with operations, PeopleOps, and IT to ensure alignment

Benefits

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays throughout the year
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management
• Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge
• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons child care, back-up care, and elder care
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses