Lee Hilty
- Role
- Director - Operational Reporting and Workforce Management at CareSource
- Location
- Dayton, OH, US
- LinkedIn followers
- 500 followers
About Lee Hilty
My professional experience thus far has been a combination of legal experience and…
Experience
Director - Operational Reporting and Workforce Management
Jan 2022 — Present
Develop long term strategic vision of workforce management for CareSource as we continue to expand the impact we having on our members across the country-Work closely with senior leadership to create and execute growth strategies-Manage Workforce Management budget and collaborate with business owners on their budgets-Develop and execute a WFM strategy that aligns to corporate expansion goals and regulatory requirements for each of the contracts CareSource maintains-Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency-Develop staffing models that drives flexibility to deliver strong service levels and lower cost to service-Oversee training and hiring for plans for the operational teams that support our members and providers-Accountable for all regulatory reporting for front line operations-Coordinate outbound call initiatives to improve member engagement and to have a direct impact on STARs and HEDIS measures
Skills
- Customer Escalation Management
- Business Continuity
- Impact 306 Workforce Management Software
- Workforce Management
- Customer Engagement
- Interviewing Skills
- Offshoring
- Forecasting
- Microsoft Office
- Customer Experience
- Competency Based Interviewing
- Workforce Planning
- Angel Learning
- Business Process Improvement
- Employee Engagement
- Training Delivery
- Phone System Administration
- People Development
- Microsoft Excel
- Copc
- Targeted Selection Interviewing
- Avaya Ip Telephony
- Blackboard
- Legal Research
- Key Performance Indicators
- Visio
- Leadership
- Business Analysis
- Call Center Administration
- Cross-Functional Team Leadership
- Performance Management
- Engaging Public Speaker
- Legal Writing
- Technical Staff Management
- Employee Training
- Voice of the Customer Analysis
- Operational Planning
- Continuous Improvement
- Workforce Development
- Blue Pumkin
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