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Workforce Planner - Health Con...

We’re passionate about nurturing careers.

We support new innovation and thinking, and openly collaborate and share new ideas. We're healthy and active in our lives and wellbeing is encouraged at every level.  Our people play an important role in the future of health and healthcare and we believe that working together, we're stronger.

About Us

At Medibank we stand for better health.

We are Medibank – an integrated healthcare company providing private health insurance and health solutions to 3.7 million Australians.

The Opportunity

The Health Concierge Team is dedicated to providing personalised Health Assurance to Medibank members with specific conditions, health needs or who are undergoing specific hospital procedures. To support this expanding business we are looking for a Senior Workforce Planner.

In this newly created role you will be integral in the scoping, design, delivery and ongoing maintenance of all workforce management tools, modelling, outputs/reports and deliverables. the Health Concierge program is in an expansion stage and primarily consists of outbound calls to members, you role will be to provide decision support and workforce modelling to the leadership team  and determine best practice, productivity, scheduling and KPIs for current and future states as the program grows . This is a 6 month fixed term contract position which can be based in either our Sydney or Melbourne office.

Key responsibilities will include:

  • Forecasting, capacity planning, scheduling and real time management in a blended omni-channel environment;
  • Optimising resource and KPI delivery to ensure the right number of staff are scheduled to work at the right time to provide service quality and targets to meet requirements;
  • Reporting and communicating on emerging trends and anomalies. These include adherence, shrinkage, occupancy, performance and productivity, shrinkage and other staffing or service trends as they evolve and identify the causation relationships between these various metrics; and
  • Proactively and regularly provide analysis of impacts, recognise business trends and identify key areas requiring attention such as process refinement, reporting enhancements or improved forecast or schedule outputs.

About You

To be successful in this role, you will have prior experience in a complex and large scale omni-channel workforce planning environment. You will have detailed understanding of Workforce Planning methodology. You will have expertise with WFP scheduling software or similar, as well as working knowledge of outbound modelling and dialler administration. You will be proficient in Microsoft Excel, Access and SQL; building complex nested statements, pivot tables, reports, dashboards, Visual Basic, query design, Tableau data visualisation scorecards etc. This is both a tactical and strategic role and you will be comfortable in switching modes as and when required.

You will have proven personal accountability for consistent and proactive standards of excellence and display a high level of integrity, business standards and confidentiality at all times.  Confident and comfortable in engaging with stakeholders, you are able to build rapport quickly and ensure that business objectives are being met. 

What We Offer

In return for your hard work we offer a range of benefits, and we take the health and wellbeing of our employees seriously, offering flexible working conditions and encouraging wellbeing at all levels of life.

Medibank is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.

A Career at Medibank adds up to more. More achievement. More progress. More passion and more innovation for health.

For a career option that will suit you better, click to apply.

Please note, if this position attracts a large volume of interest, the closing date for applications may be brought forward. With this in mind, we encourage you to submit your application as soon as possible .

Date Posted
Health, Medical & Pharmaceutical
Melbourne, VIC
Job Type
Full Time, Permanent
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