Associate Director, Workforce Management
Humana Inc
- Dover, Delaware, United States
- Dover, Delaware, United States
About
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
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.
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.
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.
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 40
Pay Range $138,900 - $191,000 per year
This 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
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.
Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources
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Languages
- English
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