POSITION SUMMARY:

The Continuous Improvement Analyst (CIA) is responsible for mapping and analyzing current workflows, identifying areas for improvement, creating, and recommending solutions, as well as implementing programs and processes to improve the overall efficiency of the Tier 1 Service Desk environment. This role works with the Escalation Team, Client Services Managers (CSMs), and agents through focused emphasis on ticket routing, issue identification and resolution, and “closing the loop” between known ticket routing or content issues and the delivery team.

ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

• Manage client expectations and ensure satisfaction by:
  • Actively directing and participating in client meetings by documenting impactful service desk issues and putting information into Client Info Tracker.
  • Identifying client-specific problem areas and developing recommendations and summary feedback for management team.
  • Reviews client submitted concerns and providing feedback and recommendations (via Continuous Improvement tracker and quality management system).
  • Follow up and make scheduled call backs to customers where necessary
  • Providing recommendations for updates or changes to both internal and client knowledge.
• Manages areas for improvement (operational, client and/or agent) by identifying and documenting monthly, including:
  • Documents the summary findings to provide to operations teams,
  • New or updated KBAs,
  • Bullet points for call script improvements (call scripts to be modified bi-weekly),
  • Client planned events (outages, upgrades, etc.) (Monitor Notifications via Teams)
• Utilizing the quality management system, conduct audits on tickets, including but not limited to:
  • agent-specific tickets based on need
  • client and category specific tickets based on operational focus,
  • client tickets following cutover for week one of go live.
• Analyzes need for and assists with lengthy escalations, including:
  • Documentation and tracking of escalated tickets missing information
  • Reviews and analyzes calls to provides root cause summary
  • Monitors and updates tickets in client systems for proper linking of related incidents
  • Intervening and/or conducting live monitoring of call exceeding 15 minutes
• In conjunction with the CSM team, manage the communications by processing inbound communications and updates from clients by ensuring notifications are posted appropriately and any concerns are documented with recommendations and reported to supervisors.
• Works with management/supervisor team by:
  • Monitoring supervisor dashboard for quality triggers, alerts, and notifications.
  • Participates in meetings with Ops, Training, Escalations, & CSMs as scheduled.
  • Reports concern/issues to immediate supervisor, providing recommendations for actions or changes.

• Providing summary of continuous improvement opportunities with recommended coaching points to supervisors and/or participate in supervisor meetings when available.
• Monitoring the need for, implements, communicates with stakeholders, and monitors progress on Improvement Plans using the IP Planner in Teams.
• Providing summarized feedback on knowledge; tracks in HCTec systems (knowledge tracker).
• Routes (Five9 or Teams Chat), as needed.
• Providing direct agent coaching as needed.
• Regular and reliable attendance.
• Ensure customers receive prompt, accurate and courteous service
• Performs other duties as assigned.

Additional Information:

Customer Focus:

• Positions primarily serves internal and external customers.

Confidentiality:

• Access to and/or works with sensitive and/or confidential information.

HIPAA:

• Exhibit a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices.

SUPERVISORY RESPONSIBILITIES:

May be required to supervise the work of others, including planning, assigning, scheduling, and reviewing work, and ensuring quality standards. Responsible training, and developing, reviewing performance, and administering corrective action for staff. Makes recommendations to senior leadership for hiring and termination actions.

WORK SCHEDULE: Monday-Friday 8AM-5PM; On Call Weekend every 5 weeks

KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education: High School Diploma, GED, or equivalent; completion of two-year community college/vocational/technical school in a relevant field preferred

Experience: Minimum twelve (12) months, per the following,

Required: Customer service support experience in a contact center environment via multiple channels (phone/chat/email) or technical support and/or troubleshooting experience. Deep understanding of HCTec and HCTec client processes, workflows, call drivers, and client environments. Previous experience with escalations, call routing, and continuous improvement activities helpful.

Preferred: EMR (Employee Medical Record) experience in an at-the-elbow or contact center environment or similar

Certifications & Licenses: Valid State Drivers' License

Skills and Abilities:

• Strong analytical and problem-solving skills
• Knowledge of hospital environments and deep understanding of EMR workflows
• Proficient with technical and EMR troubleshooting
• Experience supporting software computer applications and equipment from a helpdesk environment
• Extreme client focus coupled with an understanding of HCTec's Statement of Work (SOW) for each client
• Familiarity with change management and issue resolution techniques
• Strong collaboration and issue resolution skills
• Professional communication to all levels of an organization, both written and spoken
• Needs to be flexible, adaptable and possess creative problem solving skills
• Ability to work cross-functionally across several departments
• Ability to multi-task in a fast-paced environment
• Demonstrated knowledge and experience in creating creative solutions and driving change

Business Mathematical Skills -- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Technical Computer Skills – Demonstrate use of intermediate computer operations (basic programming, relational databases, and operating systems) and intermediate software packages.

Moderate Communication -- Regularly uses moderately complex oral and written skills. May train others in functional areas, interact with others and make presentations to department or middle management.

Routine Business Problems -- Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.

Job Specific Impact -- Decisions generally affect own job or assigned functional area.

Moderate Independent Judgement -- Results are defined; sets personal goals and determines how to achieve results with few or no guidelines to follow; supervisor/manager provides broad guidance and overall direction.

Moderate Planning / Organization -- Handle multiple tasks simultaneously with moderate complexity.

PHYSICAL AND MENTAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift, push, pull and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.