University of Utah Health Care

  • Workforce Management Supervisor- Business Services

    Requisition Number
    Employment Type
    Work Schedule
    Monday - Friday 8a-7p, flexible
    Location Name
    South Jordan Health Center
    Patient Care?
    Call Center
  • Overview

    As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA


    Position Summary

    This position is responsible for planning, organizing, directing, and controlling aspects of the Call Centers Workforce Management functions for the University of Utah Health, this includes: forecasting and planning call load and FTE requirements, scheduling optimization and schedule management, real-time adherence monitoring and management, subject matter expert of WF systems management, establish policies and procedures for Workforce Management, developing and delivering reporting, and managing all performance requirements of Workforce Management team.   The incumbent acts as a catalyst between the department and its customers, and staff, to ensure continuity and quality of service and care.


    • Oversees the delivery of patient care and/or customer service, ensuring the timely resolution of concerns.
    • Supervises all functions of the department as it relates to staff, operations, finance and accounting.
    • Assists with the planning, implementation, measurement and attainment of the department's goals and objectives.
    • Jointly forecasts staffing, capital and budgetary needs.
    • Analyzes and determines appropriate staffing to support business services while ensuring efficiency and maximizing resources.
    • Oversees human resource activities such as interviewing and hiring, training, verifying payroll and managing employee performance.
    • Purchases and maintains office/medical supplies.
    • Maintains productive and collaborative working relationship with other coordinators, supervisors, managers and directors.
    • Orients and trains staff in policies and procedures.
    • Prepares financial, accounting and customer reports.
    • Ensures compliance with all company policies and procedures.

    Knowledge / Skills / Abilities

    • Ability to perform the essential functions of the job as outlined above.
    • Demonstrated human relation and effective communication skills.
    • Computer literacy in multiple applications.
    • Ability to use good judgment and critical thinking skills to prioritize multiple tasks.
    • Excellent problem solving skills.
    • Willingness and the ability to work independently and within a team environment.
    • Ability to provide care appropriate to the population served.
    • The individual must demonstrate knowledge of the principles of life span growth and development and the ability to assess data regarding the patient's status and provide care as described in the department's policies and procedures manual.




    • Associate's degree in Business Management, a related field, or the equivalency.
    • Three years of progressively more responsible supervisory experience, or equivalency.

    Qualifications (Preferred)


    • Workforce Management experience
    • Working knowledge of Verint
    • Strong knowledge of Avaya
    • Strong Understanding of Avaya backend routing features

    Working Conditions and Physical Demands

    Employee must be able to meet the following requirements with or without an accommodation.

    • This is a sedentary position that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

    Physical Requirements

    Carrying, Color Determination, Far Vision, Listening, Near Vision, Reaching, Sitting, Speaking, Standing, Walking


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