Director, Workforce Management Who We Are: TurningPoint Healthcare Solutions is a leader in advanced clinical and technology-enabled complex condition management. TurningPoint provides an innovative suite of specialty care management services and technologies that enable health plans and employers to improve the safety, quality, and affordability of healthcare. Through its platform and specialized team of clinical experts, TurningPoint works collaboratively with providers to deliver optimal care. TurningPoint offers condition-specific, quality-driven, value-based care management services that optimize care from diagnosis and discovery through recovery. TurningPoint’s comprehensive and integrated suite of services enhances the support individuals need, at the time they need it most. Since launching in 2015, TurningPoint has provided support to more than 50 million people nationwide across numerous clinical specialties including musculoskeletal, pain management, cardiology, wound care, ear/nose/throat, and sleep. TurningPoint’s model moves beyond denial-based care to holistic condition management that improves outcomes and reduces cost. TurningPoint is an independent organization, not owned or affiliated with a health plan or provider system. Position Summary: TurningPoint Healthcare Solutions is seeking a strategic and data-driven Director of Workforce Management (WFM) to lead enterprise-wide workforce planning, forecasting, and scheduling across our call center operations, clinical nursing and physician teams. This leader will be responsible for optimizing staffing models, enhancing operational efficiency, and ensuring an exceptional experience for both internal and external parties. This role plays a critical part in aligning workforce strategy with organizational growth, service level expectations, and company culture. Roles and Responsibilities: - Workforce Strategy & Planning
- Develop and execute a comprehensive workforce management strategy across call center, nursing, and physician scheduling functions
- Partner with executive. financial and operational leaders to align staffing capacity with business demand, growth projections, and service requirements
- Establish scalable workforce models that support multi-channel operations and evolving care delivery models
- Develop and implement case assignment tools for nursing and physician staff optimizing licensure, availability and specialty.
- Lead disaster capacity planning and implementation, including surge staffing models, contingency scheduling, and coordination protocols to ensure operational continuity during public health events, natural disasters, or unexpected volume spikes
- Forecasting & Capacity Management
- Lead demand forecasting and capacity planning using historical data, trends, and predictive analytics
- Design and maintain staffing models to ensure optimal coverage while managing cost efficiency
- Monitor key drivers of volume (e.g., referral trends, patient demand, program expansion) and adjust forecasts accordingly
- Scheduling & Real-Time Operations
- Oversee scheduling processes for contact center staff, nurses, and physicians to ensure appropriate coverage and service levels
- Implement best-in-class real-time management practices to respond to staffing gaps, volume fluctuations, and operational changes
- Drive consistency and standardization of scheduling practices across functions
- Performance Optimization & Analytics
- Establish and track key performance indicators (e.g., service level, occupancy, adherence, shrinkage, time-to-service)
- Analyze workforce data to identify trends, risks, and opportunities for efficiency and service improvement
- Provide executive-level reporting and insights to support decision-making
- Systems & Process Improvement
- Lead the selection, implementation, and optimization of workforce management tools and technologies
- Continuously evaluate and improve WFM processes, workflows, and governance
- Partner with IT and operations to integrate systems and improve data accuracy and accessibility
- Cross-Functional Collaboration
- Collaborate with clinical leadership, operations, HR, and finance to drive workforce alignment and resource planning
- Support recruiting and onboarding planning by providing data-driven hiring forecasts and ramp assumptions
- Serve as a trusted advisor to leaders on workforce trends, risks, and mitigation strategies
Qualifications - 8–12+ years of progressive experience in workforce management, operations planning, or analytics, preferably in healthcare and/or contact center environments
- Proven experience supporting multi-functional workforce models, including call center and clinical operations (nursing and/or physician scheduling strongly preferred)
- Deep expertise in forecasting, capacity planning, and WFM methodologies
- Strong analytical skills with the ability to translate data into actionable insights
- Experience with workforce management systems (e.g., NICE, Verint, Aspect, or similar)
- Demonstrated ability to lead teams and influence cross-functional stakeholders
- Bachelor’s degree required; advanced degree (MBA, MHA, or related field) preferred
TurningPoint Healthcare Solutions is an Equal Opportunity Employer.
|
