Telephony Systems Technician - Unified Contact Center Enterprise - CommonSpirit Health

Hello humankindness

Dignity Health Medical Group is the employed physician group of Dignity Health Arizona. Dignity Health Medical Group (DHMG) employs approximately 200 providers and 500 support staff that cover a wide variety of specialties. The medical group has had tremendous success over the past few years and now provides more than 73 sub-specialty services. The physicians provide clinical services in their areas of specialty and many serve in pivotal academic research and leadership roles.DHMG is also heavily involved in preparing tomorrow's healthcare providers. Clinical services are complemented with translational and bench research to augment medical education for residents and students.

If you are committed to social justice, health equity, and prepared to deliver care in new, innovative ways, you belong with us.

For the health of our community. We are proud to announce that we are a tobacco-free campus

The Connection Center Business Analyst is expected to provide administration of LiveOps Connection Center Cloud platform which includes business needs analysis and gathering customer requirements; leading focus group in the call flow and other customer interactive channels design and configuration; project implementation; and documentation to optimize the effectiveness of Connection Center resources, service delivery systems and financial performance.  Supports Connection Center management reporting requirements and cultivates a Connection Center culture that prioritizes humankindness and patient-centric care consistent with Dignity Health and the Medical Group's "way " and culture.  Effectively manages all aspects of Connection Center cloud analysis, design, development
and documentation of analytics and reports.  The incumbent must have strong communication skills and be able to successfully interact with all levels of positions within the organization and cloud vendors. The Connection Center Business Analyst has a responsibility to safeguard patient health and financial information.

• Responsible for managing and administering the contact center cloud platform to ensure contact center service delivery operational goals are met.
• Partners with the business to enhance the contact center cloud platform functionality in the following areas: Telephony call routing; Routing of other communication channels / work items including voicemail, email, CRM work item, SMS text, chats, and call back requests in the contact center platform; Call recording; Speech and text analytics; Workforce management integration; Reporting and dashboard
• Leads the collection of business requirements and manages the project to implement those requirements in an agile approach with reliable results.
• Acts as a support liaison with contact center cloud platform vendor, other contact center technology vendors, corporate IT functions, ensuring that the organization's needs are met in a timely and accurate manner.
• Manages contact center cloud platform vendor including: stays current on new contact center capabilities the business can use, monitors vendor is meeting service levels and billing appropriately and escalates with vendor support issues get resolved in a timely manner.
• Partners with Contact Center Quality Manager and training resources to provide training curriculum content and documentation on the contact center cloud platform.
• Supports provider leadership with appropriate contact center cloud data and analytics to allow providers to effectively evaluate all aspects of the care center performance from a contact center perspective.
• Provides feedback to care center and medical group leadership on provider performance. Escalates provider issues to contact center, care center and medical group leadership, as appropriate
• Supports gathering business intelligence from the contact center cloud platform with the contact center reporting analyst to enhance customer service and ensure patients and internal employees and providers receive excellent customer service.
• Takes ownership and initiative on recommending, developing and implementing contact center cloud platform changes to enhance the patient experience and increase patient satisfaction.

Dignity Health now offers an Education Benefit program for benefit-eligible employees after 180 days. This program provides debt relief and student loan assistance to help you achieve your goals. Full-time employees can receive up to $18,000 over five years, while part-time employees can receive up to $9,000.

Minimum: 

• Minimum three years of related work experience or equivalent training and/or education.
• Customer Service and Technical Skills
• Large Scale Contact Center and Help desk experience
• In-depth understanding of telephony systems, particularly UCCE (Unified Contact Center Enterprise) and Zoom telephony, including configuration, integration, and troubleshooting.
• Familiarity with cloud-based solutions and VoIP technologies

Preferred: 

• Associates degree or technical institute degree/certificate.
• A+ Certification
• Strong analytical skills to assess system performance, identify issues, and recommend improvements based on data analysis.
• Healthcare experience preferred Strong knowledge of Windows operating system environment, UCCE and Salesforce platform.