Security Clearance required:

　　Able to obtain Public Trust

　　Do you want to make a difference?

　　Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

　　Come Join Our Team

　　Cognosante is seeking an outgoing, organized, eager, and proactive individual to fill a remote Workforce Manager role to support the Center for Medicare and Medicaid Services (CMS) Medicare contract. This contract is a critical component of defending the Medicare Trust Fund by collecting billions of dollars annually in mistaken payments from debtors. The CMS Medicare contract is the center point of that process – combining both Coordination of Benefits case work and Data Collection from Beneficiaries, Group Health Plans (GHP) and Non-Group Health Plans (NGHP) to ensure accurate payment of Medicare claims.

　　What is the position?

　　The Workforce Manager is responsible for overall management and direction of the workforce team and for designing and implementing innovative workforce tools processes and systems for forecasting, scheduling, and real time adherence. S/he will experience a wide range of problem-solving situations requiring extensive use of data collection and analysis. The ideal candidate will have a strong command of workforce management solutions, as well as prior experience in a customer service environment. She/he ensures that client/customer goals are met by analyzing work volume variances to forecast and providing direction to adjust scheduling/staffing levels accordingly. The Workforce Manager also monitors service levels and directs real-time forecasting to meet service levels and provides advice to management on the most efficient and cost-effective strategies to deliver on service level agreements.

　　What will I get to do?

　　Key responsibilities include:

　　Develops long term strategic vision of workforce management.

　　Works closely with senior leadership and the client to create and execute growth strategies.

　　Possesses a continuous improvement mindset of evaluating existing processes to find operational efficiencies.

　　Manages a team of workforce management and capacity planning personnel responsible for contact volume forecasting, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and intraday workforce management.

　　Supports capacity planning needs by managing short and long-term forecast process, developing staffing plans and leading capacity planning meetings.

　　Oversees intraday management of scheduling procedures, analyzes real-time workload requirements and call routing to manage performance to service level requirements and maximize utilization of resources.

　　Develops contingency plans, directs activities during problem resolution efforts and participates in post-resolution analysis of projects providing input for future process improvements.

　　Oversees proactive scheduling of discretionary activities such as training, meetings, overtime, and voluntary time off.

　　Plays a critical role in building leadership depth by providing guidance and mentorship to all levels of leadership within their organization.

　　Other duties as assigned.

　　What qualifications do I need?

　　Required minimum qualifications:

　　Bachelor’s degree.

　　3 or more years of relevant experience in workforce management.

　　Must be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.

　　What additional characteristics will help me thrive?

　　Advanced knowledge of Excel, strong verbal and presentation skills, and the ability to motivate and inspire groups of people.

　　Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization.

　　Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Workforce Management [WFM]).

　　Independent thinker capable of taking initiative and working with minimal direction.

　　Strong analytical, reasoning, and problem-solving skills.

　　Effective management skills.

　　Organizational, teamwork, and customer service skills.

　　Effective oral and written communication skills.

　　Experience working on CMS programs.

　　What We Offer  

　　Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: 

　　Ensure optimal health and productivity of our employees  

　　Support employee retention and attraction 

　　Provide work/life balance to ensure our employees succeed inside and outside of the office 

　　Compensation

　　$91,242.70 - $150,555.93

　　The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.

　　Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

　　What We Promise  

　　Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.

　　We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.  

　　Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).

　　We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at [email protected]

　　At Cognosante, we innovate with purpose. Each day, we create meaningful change by delivering mission-driven solutions for healthcare, civilian, and defense government agencies. When you work at Cognosante, you’ll apply your talents and grow your career with an organization that believes in the missions of our customers – and the right every employee has to an inclusive, flexible, and collaborative workplace. Work with us, and you’ll be challenged and supported—and have the platform to elevate your career to wherever your professional aspirations lead.​

　　Get to know Cognosante employees

　　We’re driven by our customers’ missions, and measure success by how we improve lives.

　　We believe innovative solutions start with an innovative culture.

　　We believe customer understanding is the key to creating innovative solutions.

　　We know we are stronger together, and we value the diversity of our people.

　　We believe growth should be a core job benefit.

　　Like many other companies, Cognosante has been targeted by scammers making fraudulent job offers to potential candidates. As shared on our company website (https://cognosante.com/careers/) , communications from Cognosante recruiting are only sent with an official corporate domain email (e.g., @cognosante.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com)). We will never request payment from an applicant, nor will we send payment to an applicant, prior to that individual’s start date.

　　We want to recommend a couple of ways that you can report this incident and take action against these scams:

　　-The FBI: File a Complaint (https://www.ic3.gov/Home/FileComplaint)

　　-The FTC: Report Fraud (https://reportfraud.ftc.gov/#/)

　　Also, if you're not sure where to report the scam, you can find some guidance here: Where to report scams | USAGov (https://www.usa.gov/where-report-scams) .