Manager - WFM

Job Description

Company - Infinx Healthcare

Job Title - Manager/Senior Manager - WFM

Location - Hyderabad

Website:

Position Summary: We are seeking an experienced Manager of Workforce Management (WFM) to join Infinx. This role will be responsible for overseeing and optimizing staffing levels, ensuring service level agreements (SLAs) are met, and improving operational efficiency. You will collaborate closely with leadership across operations, finance, and HR to ensure that workforce plans align with business objectives and performance metrics.

Key Responsibilities

• Workforce Planning & Forecasting

o Develop and implement short- and long-term workforce management strategies based on business needs and volume forecasts in RCM processes.

o Analyze historical trends, seasonality, and other factors to accurately forecast staffing requirements.

o Ensure optimal resource allocation to meet the demands of various departments (e.g., coding, billing, AR management).

• Staff Scheduling & Optimization

o Manage day-to-day scheduling to ensure that adequate resources are in place to meet service-level objectives.

o Optimize schedules, shift patterns, and breaks to maximize employee productivity while minimizing costs.

o Continuously monitor real-time performance and adjust schedules as needed to respond to fluctuations in volume and operational needs.

• Performance Monitoring & Reporting

o Develop and maintain key performance indicators (KPIs) and dashboards for tracking workforce performance.

o Monitor employee productivity, service levels, and adherence to schedules and provide actionable insights to leadership.

o Prepare and present detailed reports on workforce efficiency, utilization, and performance to senior leadership.

• Process Improvement & Optimization

o Identify opportunities to streamline WFM processes and reduce inefficiencies.

o Work closely with operational teams to implement best practices and continuously improve WFM operations.

o Lead initiatives for automation and technology implementation to improve workforce scheduling, forecasting, and performance tracking.

• Cross-Functional Collaboration

o Partner with operations, finance, and HR teams to ensure effective staffing strategies and alignment with company goals.

o Liaise with the recruiting team to ensure adequate staffing levels and quick resolution of workforce gaps.

o Provide guidance to team leaders on workforce management practices and help resolve any resource-related issues.

• Employee Engagement & Development

o Work with HR to ensure workforce engagement and retention through effective scheduling, workload management, and employee support.

o Participate in training and development initiatives to ensure WFM staff has the necessary tools and skills to excel.

• Adherence to Compliance and Standards

o Ensure that all workforce management processes are compliant with company policies, industry standards, and regulatory requirements, especially in the healthcare and RCM sectors.

o Maintain up-to-date knowledge of healthcare regulations and RCM industry trends to adapt workforce strategies accordingly.

Qualifications

• Education:

o Bachelors degree (Any Stream), Operations Management, RCM, or related field (masters degree preferred).

• Experience:

o 7+ years of experience in Workforce Management, with at least 3-5 years in a managerial role.

o Prior experience in Revenue Cycle Management (RCM) or healthcare operations is strongly preferred.

o Proven track record of managing large teams and optimizing workforce operations in a dynamic environment.

• Skills:

o Strong proficiency in workforce management software and Microsoft Excel.

o Excellent analytical and forecasting skills.

o Ability to manage multiple priorities and meet tight deadlines.

o Strong communication and interpersonal skills, with the ability to collaborate with cross-functional teams.

o In-depth understanding of SLAs, KPIs, and workforce optimization techniques.