CLNC PT ACCES EXP ANALYST
US-WA-Wenatchee
External
Req #: 15186
Type: Full-Time
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Overview: The Clinic Patient Access Experience Analyst is a dynamic, technically proficient leader who serves as the strategic bridge between contact center operations, IT, and our cloud technology partners. This role drives the design, implementation, and optimization of innovative contact center solutions that elevate patient access and experience. Key responsibilities include ensuring service excellence through call quality monitoring, performance analytics, training support, and subject matter expertise in contact center technologies. The Analyst also plays a pivotal role in shaping the digital engagement roadmap and advancing patient experience initiatives within the contact center. Position Reports To: Clinic Patient Access & SWBD Manager Responsibilities: * Call Quality Monitoring: * Oversee quality assurance processes by developing call monitoring standards, conducting evaluations, analyzing performance trends, and delivering actionable insights. * Reporting and Analytics: * Generate and maintain performance dashboards and historical reports. * Track KPIs such as call resolution, wait times, and customer satisfaction. * Monitor and analyze the impact of agentic AI on agent workflows, patient interactions, and overall contact center performance. * Prepare and present quality and performance reports to leadership, and recommend improvements to workflows, training, forecasting and technology adoption. * Training and Coaching: * Provide feedback and recommendations to enhance AI-driven processes, ensuring alignment with organizational goals for patient access and experience. * Collaborate with leadership and training teams to support agent development through coaching recommendations, training content feedback, and performance improvement strategies. * Provide coaching and feedback to management based on QA findings. * Assist in onboarding and ongoing education of contact center staff. * SM and IT Liaison: * Serve as the primary liaison between CPAC (Clinic Patient Access Center) operations, IT, and vendor teams to ensure alignment on contact center technology initiatives. * Participate in agile development cycles including sprint planning, testing, and deployment. * Provide IT and vendors with detailed workflows, content, and documentation to support system builds and enhancements. * Strategic Engagement: * Provide feedback on the implementation, and optimization of call flows, queuing and routing logic. * Collaborate on initiatives such as Intelligent Virtual Agent (IVA) deployment and Epic integration. * Contribute to the digital engagement roadmap and patient experience strategy. * Performs other duties as assigned. Demonstrate standards of behavior and adhere to the Code of Conduct in all aspects of job performance at all times. Qualifications: Required: * High School Diploma or equivalent (GED). * 3+ years of experience in IT, Call Center, Telecom, Healthcare operations - and/or supporting end users. * Ability to work in a fast-paced and constantly changing environment with developed customer service principles and practices. * Excellent interpersonal and communication (oral and written) skills. * Strong understanding of QA methodologies, tools, and performance metrics. * Proficiency in Microsoft Office, QA applications, and cloud contact center platforms. * Experience with agile methodologies and cross-functional project management. * Strong analytical and time management abilities. * Ability to work independently and collaboratively across teams. * Working knowledge of contact center workflows and supporting users on enterprise Telecom platforms. * Talkdesk Academy(tm) certifications at the Agent, Supervisor/Manager and Administrator level obtained within 6 months of hire. Desired: * Bachelor's degree in Computer Science, IT, Business Administration, Healthcare Management, or related field. * Experience with Epic integration and healthcare workflows. * Familiarity with AI-driven QA tools and speech analytics. * Certification in contact center management or quality assurance.
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