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The Associate Director of Workforce Management (Scheduling & RTA) is a high-impact leadership role responsible for the tactical execution of the pharmacy’s labor strategy. You will lead the teams that translate long-range forecasts into optimized staff schedules and manage delivering service and TAT performance.This role is the bridge between planning and execution. You will ensure that call center advocates, technicians, pharmacists, and clinical support staff are positioned to meet fluctuating volumes, strict clinical Turnaround Times (TAT), and regulatory staffing ratios. Your goal is to maximize operational efficiency while maintaining a high level of employee engagement and patient safety.
The Associate Director, Workforce Management assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Decisions are typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates.
Key Responsibilities
1. Scheduling Strategy & Resource Optimization
- Dynamic Scheduling: Oversee the creation and maintenance of multi-disciplinary schedules for licensed professionals across various geographies and time zones.
- Licensure & Ratio Compliance: Ensure all schedules strictly adhere to state-specific Board of Pharmacy regulations regarding pharmacist-to-technician ratios and clinical credentialing.
- Shrinkage Management: Design strategies to account for "the big three" (training, coaching, and PTO) without compromising patient care or SLA targets.
- Bidding & Flexibility: Lead the strategy for shift-bids, flexible scheduling options, and part-time/PRN utilization to maximize coverage during peak volume hours.
2. Real-Time Adherence (RTA) & Intraday Management
- Live Command Center: Direct the RTA team in monitoring real-time volumes across voice, digital, and prescription processing queues.
- Intraday Strategy: Develop and trigger "Red Zone" protocols during unplanned volume surges, system outages, or staffing shortages to reallocate resources in seconds.
- Adherence Governance: Establish clear adherence thresholds and work with pharmacy leadership to drive accountability and identify barriers to "time-on-task."
3. Clinical & Operational Performance
- SLA & TAT Excellence: Align scheduling and real-time maneuvers to meet aggressive SLAs for Prior Authorizations (PA), clinical reviews, and fulfillment cycles.
- Cross-Functional Bridge: Act as the primary point of contact for Pharmacy Floor Managers to resolve immediate staffing gaps or operational bottlenecks.
- BPO Integration: Coordinate with outsourced partners to ensure seamless hand-offs and consistent adherence standards across internal and external teams.
4. Data Analytics & Reporting
- Post-Mortem Analysis: Lead "Week-in-Review" sessions to analyze variances between scheduled vs. actual staffing and the impact on performance.
- Dashboard Ownership: Oversee the development of real-time dashboards that provide visibility into occupancy, utilization, and service level performance for senior leadership.
- Process Improvement: Continuously refine scheduling logic and RTA workflows based on historical performance trends and changing clinical requirements.
Use your skills to make an impact
Required Qualifications
- 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
- Excellent written and oral communication skills
- 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
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications
- Advanced Degree
- Prior experience in Process or Project Management
Additional Information
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$138,900 - $191,000 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities.Application Deadline: 06-26-2026
About us
About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
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