Job Description
Job Description
Responsibilities
Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, we are Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of our success is its people with the commitment to a better healthcare experience. When you join us as an Omnichannel Communications Services (OCCS) Engineer, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators to achieve the best clinical outcomes.
You Will:
- Provides analytical, operational, and technical support to all Omnichannel Communications Services in our call center environments.
- Performs setup and ongoing administration of agents, supervisors, managers, and administrative staff at a hardware and software configuration level.
- Assists with the development, deployment, and documentation of call flows, reporting schemes, skill structuring, and similar project-based work.
- Provides accurate and repeatable call center metric reports and analysis and can explain those metrics and analysis to internal management.
- Interface with telecom providers to report, analyze, and expedite issues and requests.
- Design and document training materials for the Training department as well as training the trainers as changes progress.
- Assist with the improvement of workforce efficiency through the used of team and/or skill routing when configuring call flows.
- Perform or assist with IT operations, as required to maintain workflow to meet schedules and quality requirements.
- Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain a specified level of knowledge pertaining to new technologies, developments, requirements, and policies.
- Perform other duties as assigned
You Are:
- Genuinely passionate about customer service and exercise sound judgement and an ability to remain professional in all situations
- Able to demonstrate high level of attention to detail, excellent organizational skills and have the ability to multitask
- Able to thrive in a fast-paced environment, have a knack for prioritizing work with a structured approach, and enjoy providing world class customer service
To Ensure Success In This Role, You Must Have:
- Associate Degree in Computer Science, Telecommunications, or related discipline or equivalent work experience preferred.
- Certified Specialist (ACS) and/or Certified Expert (ACE) preferred.
- Experience in a multi-site call center environment of at least 2 years in a technical and/or operational (non-agent role) capacity.
- Experience with various solutions from PBX, and HPBX, to cloud solutions.
- Ability to travel within and outside of the United States
- Knowledge of healthcare industry standards and regulations.
We Offer:
- Comprehensive Medical, Dental and Vision coverages.
- Health Savings Accounts with employer funding.
- Wellness dollars
- 401(k) Employer Match
- Free services at any of our imaging centers for you and your immediate family.
#corpwest