Director Workforce Management Engagement Leader

 

Director Workforce Management Engagement Leader

 

What you will be doing:

This position is responsible for planning, executing, and overseeing Premier Workforce Management (WFM) Technology Solutions to members (clients). The role includes responsibilities for member activities such as technology and WFM program implementation, solution adoption, solution advocacy, member retention, and customer satisfaction.

This position requires frequent communication with stakeholders and economic buyers etc., with focus on tracking and sharing member outcomes (e.g., cost management) to demonstrate value of Premier’s WFM Technology Solutions. This position will ensure a subset of our largest, strategic members are maximizing the value of the Premier relationship, with a significant focus on understanding member’s strategic goals and aligning Premier’s WFM Technology Solutions to those goals.

This position provides subject matter expertise related to opportunities with operational efficiency, WFM Program better practices, and standards/protocol development for new member onboarding.
The person in this role is responsible for meeting/exceeding the following goals (set annually):

• Clearly articulating ROI/Value in coordination with member stakeholders

• Relationship development and growth with member stakeholders

• Renewal rate with increase in contract dollars versus a write down

• Support identification of additional services needed that would drive additional value for member

• Net Promoter Score (economic buyer and other stakeholders) for accounts served

This position functions internally and externally in collaboration with the workforce management team (Workforce Management Technical Team and Advisory Services); Premier account teams; product management; hospital executives (C-Suite) and other stakeholders to ensure client issues are resolved and required deliverables are met.

This position works in collaboration with these teams to ensure customer service and value provided exceeds customer expectations. Must maintain product and service knowledge and technical competency for Operations Advisor to function in consultative service delivery model.

Key Responsibilities

Responsibility #1– 40%

New Member Onboarding / Implementation
       •     Lead pre/during/post launch implementation activities for new contract execution, serving as SME for

Workforce Management and Premier WFM Technology Solutions.
       •     Consult with new member stakeholders to understand business objectives and business processes
       •     Counsel member stakeholders on best practices related to member objectives and processes and align

Premier WFM Technology Solutions accordingly
       •     Document the value and ROI a customer should receive based on implemented interventions
       •     Lead member interviews across to accurately facilitate implementation
       •     Develop and document system improvement plans to support member objectives and yield performance improvement

Responsibility #2 – 40%

Post-Onboarding Member Engagement / Value Realization
       •     Lead post-implementation activities to drive member value from using Premier WFM Technology Solutions.
       •     Develop and grow ongoing relationship with member stakeholders, and meet on regular cadence to understand business objectives and business processes
       •     Counsel member stakeholders on best practices related to member objectives and processes and align

Premier WFM Technology Solutions accordingly
       •     Document the value and ROI with member stakeholders
       •     Develop and document system improvement plans to support member objectives and yield performance improvement

Maintain member reference account list

Responsibility #3 – 20%

Other
       •     Provide education and coaching to more junior WFM Engagement Leaders
       •     Participate in “OnePremier” WFM Better Practice governance process
       •     Develop “OnePremier” standards for WFM Better Practice approach