CuraLinc Healthcare is seeking a Workforce Management Manager to optimize performance and efficiency within our EAP Clinical Operations contact center. This role is primarily responsible for forecasting demand and capacity, building schedules, managing real-time performance, and producing reporting and analytics that drive operational decisions and improved member experience. The Workforce Management Manager will partner closely with clinical operations leadership and finance to improve service levels, workforce utilization, and care access while supporting a high-performing, clinically-focused Care Advocate team. CuraLinc Healthcare delivers transformative mental health care fueled by connectivity, marrying technology and personalized advocacy to support thousands of the world's best employers and millions of their employees throughout their mental health care journey. CuraLinc Healthcare is a service-driven organization whose employees are treated with professionalism and respect. We believe that "a chain is only as strong as its weakest link" and, therefore, look to hire high-performing professionals with outstanding experience, work ethic and character. We strive to provide all selected applicants with a smooth recruitment experience. Therefore, we ask that you complete an application for employment via curalinc.com/careers or this posting's easy apply. If you are selected for a position with CuraLinc, we will not ask for personal or financial information via email. Should you have any questions or concerns, please contact us via HR@curalinc.com. Primary Responsibilities - Build and Own Long-Term and Short-Term Capacity Models: Forecast Call Volume, Staffing Needs, and Capacity Requirements Based on Trends and Business Changes - Create and Maintain Schedules that Meet Service Level Targets and Operational Coverage Needs - Monitor Real-Time Staffing, Queue Performance, and Adherence; Recommend Intra-Day Adjustments - Track and Report Key Performance Metrics (E.G., Service Level, Abandonment, AHT, Occupancy, Shrinkage, Adherence) - Deliver Insights and Recommendations to Improve Efficiency, Throughput, and Operational Consistency - Support Performance Improvement Initiatives Across Workflows, Staffing Models, and Reporting Accuracy - Partner with Operations, Quality, and Training to Support Ongoing Optimization Efforts - Partner with Finance to Establish, Analyze and Understand Over/Under to Staffing Targets - Assist in Optimizing Online Scheduling Capacity and Processes for Counseling, Coaching, and Work-Life Services to Improve Access, Utilization, and Operational Efficiency - Maintain Workforce Planning Documentation, Reporting Standards, and Operational Best Practices - Other Duties as Assigned Required/Minimum Qualifications - 4+ Years of Workforce Management Experience in a Call Center or Member Services Environment - Bachelor’s Degree in Business, Analytics, Operations, Healthcare Administration, or Related Field (or Equivalent Experience) - Strong Analytical Skills with Proven Ability to Translate Data into Operational Improvements - Advanced Excel Proficiency and Experience Building Reporting/Dashboards - Excellent Communication and Cross-Functional Collaboration Skills - Ability to Manage Multiple Priorities in a Fast-Paced Environment - Required: Experience with RingCentral, RingCX and Collabrio (Contact Center Analytics / WFM Tools) - Experience in Healthcare, Behavioral Health, or EAP Environments Preferred - Management Experience Preferred This is a full-time, salaried role, located in the continental United States and Hawaii, and includes a robust benefits package, with 100% company-paid single tier medical coverage insurance, PTO, 401(k) with match, dental, vision, life, and disability insurance. CuraLinc is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network. Summary Provides triage telephone service to ensure prompt identification of patients with high-risk conditions. Provides telephonic triage in order to assist callers in determining the most appropriate level of care. Facilitates care coordinator and virtual monitoring services within identified business areas and follows workflows, utilizes protocols, and engages resources to provide supportive service to patients and customers. Job Duties - Directs callers to appropriate level of care and provides healthcare advice/education using assessment skills, approved guidelines and protocols, and knowledge of self-care practices. - Assists in all aspects of medical record maintenance and accurately files all patient charts and reports in the designated location in patient records. - Provides clinical support in the assessment of symptoms, determination of symptom acuity, offering information related to symptom management, and patient education. - Facilitates coordination of care across settings for a designated population ensuring that labs, studies, and referrals are completed and results are discussed with the patient. - Performs a short evaluation of the patient situation to estimate the severity of illness and/or injury that includes chief complaint, vital sign, and mental status information. - Prepares documentation information and transmits medical information. - Serves as a liaison between customers, patients, physicians, other members of the public and hospital staff, programs, and other resources. - Refills prescriptions for patients and places orders for appropriate testing and/or labs. Minimum Qualifications - Associate’s Degree in Nursing. - 5 years experience in nursing (acute care, ED, medical office, telephone triage) and - 2 years previous clinical acute care hospital experience/urgent care. - Colleagues working within the department who advance from LPN to RN with a minimum of 2 years experience within the department are eligible. - Excellent computer skills and concerned empathy for individuals seeking healthcare-related information and assistance. - Flexibility to perform a variety of related and unrelated tasks throughout the day and work in a fast paced environment. - Knowledge of appropriate home health information for patients to follow until visit with physician, if they do not need an immediate ED intervention. - Knowledge of telephone-based clinical assessment techniques and medical practice telephone triage protocols. - Must exercise judgement in dealing with sensitive, confidential information. - Skill in making triage decisions and responding quickly and calmly in emergency situations. - American Heart Association Basic Life Support - State of Pennsylvania - RN - Licensed Registered Nurse_PA - State of Pennsylvania Preferred Qualifications - Bachelor’s Degree in Nursing (BSN). Physical Demands Lift and carry 7 lbs., continuous sitting >67%, frequent keyboard use/repetitive motion, frequent fine motor activity/wrist position deviation. Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require. Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities. https://youtu.be/GD67a9hIXUY Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes. Work Shift: Evening Shift Address: 1200 S Cedar Crest Blvd Primary Location: REMOTE IN PENNSYLVANIA Position Type: Remote Union: Not Applicable Work Schedule: Mondays; 3:00P-11:30P with holiday rotation Department: 1004-13011 COH-Rn Triage/Hlthcare Navigation

Overview Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range will be provided during the interview process. Do you want to use your problem solving skills and knowledge of customer service to help improve the health of America's workforce? At Concentra, we serve more than 500 medical centers and 130 onsite clinics nationwide. Concentra colleagues remain fueled by our driving purpose: to provide outstanding patient experience by delivering the highest quality healthcare in an efficient, affordable, and caring manner. We do this by putting all customers first. Responsibilities Position Summary The Referral Management Coordinator maintains high standards for quality and an exceptional patient experience in accordance with Concentra’s policies, procedures and applicable regulations. The Referral Management Coordinator processes referrals requests and authorizations while working closely with physicians, employers and payors. Customer services is a top priority in order to achieve a positive impact on the cost and quality of care rendered to injured employees. Physical Requirements: - Must be a current Texas Resident - Must remain a Texas Resident during the duration of employement within the Referral Department - Must be able and willing to travel to a local Concentra to complete new hire orientation The Details - First point of escalation for all case related issues requiring guidance - Responsible for daily completion of assigned patient referrals, while meeting production requirements - Reviews, processes and supports Specialist referral requests by Concentra sites as defined by the market - Obtains authorization for Specialist referrals and schedules appointments accordingly - Ensures that appropriate networks and Concentra Advanced Specialists are used when applicable - Provides all necessary information such as medical records, prescriptions, etc. to payor - Communicates with stakeholders, payor, employer, and patient as appropriate - Records all appropriate information via OA/CR module of OccuSource per Concentra policy - Builds relationships with provider, employer and payor communities - Identifies trends or patterns in missed capture and opportunities to gain capture; communicates these ideas and trends to Lead and Supervisor - Handles calls according to the call guidelines of the department - Participates in quality assurance processes including but not limited to the audit program, case reviews and training sessions - This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Qualifications Education/Credentials - High school diploma or GED equivalent - Associated Degree from an accredited college preferred Physical Requirements: - Must be a current Texas Resident - Must remain a Texas Resident during the duration of employement within the Referral Department - Must be able and willing to travel to a local Concentra to complete new hire orientation Job-Related Experience - Customarily at least one year of demonstrated experience in medical environment - service delivery (referrals, claims, insurance, billing, etc.) - Experience with Worker's Compensation preferred - Proficiency with scheduling/insurance verification software Job-Related Skills/Competencies - Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility - The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies - Familiarity with Microsoft Excel, Outlook, Word - Excellent communication skills and ability to communicate (both written and orally) effectively with colleagues at all levels of the organization - Must display proper business etiquette and be skilled in the arts of diplomacy and tact - Excellent time management skills including the ability to multitask and prioritize in a fast-paced environment - Ability to build and maintain productive business relationships - Exemplary ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions - Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism - Excellent writing and documentation skills - Strong attention to detail - Ability to work independently - Ability to handle special projects - Ability to handle multiple tasks, projects, duties, and priorities, when assigned

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description - Answer and return client phone calls promptly and professionally - Respond to client emails with warmth and clarity - Schedule client requests and assign the right sitter for each job - Coordinate new sitter shadowing schedules - Monitor sitter check-ins during your shift to ensure everything runs smoothly - Follow up with potential clients from Thumbtack and other platforms - Reach out to happy clients to request Google reviews - Support light social media posting using AI-assisted captions and sitter-provided photos - Step in as emergency backup pet sitting coverage when absolutely necessary Qualifications - A genuine love for pets (non-negotiable) - Strong phone skills and a warm, professional communication style - Background in customer service - Experience with scheduling software and tech tools - Comfortable working in Slack and ClickUp - Self-motivated and reliable working independently from home - Available Monday through Friday, 9am to 5pm MST - Must be located in Anthem, Carefree, or Cave Creek, AZ Benefits - Work from home, full-time - Be the heartbeat of a team that genuinely cares about the pets and people we serve - Monthly commission on top of your base pay - Room to grow as we grow