Contact Center Traffic and Scheduling Analyst, Sr. jobs in Billings, MT

You’ll want to join Billings Clinic for our outstanding quality of care, exciting environment, interesting cases from a vast geography, advanced technology and educational opportunities. We are in the top 1% of hospitals internationally for receiving Magnet® Recognition consecutively since 2006.

And you’ll want to stay at Billings Clinic for the amazing teamwork, caring atmosphere, and a culture that values kindness, safety and courage. This is an incredible place to learn and grow. Billings, Montana, is a friendly, college community in the Rocky Mountains with great schools and abundant family activities. Amazing outdoor recreation is just minutes from home. Four seasons of sunshine!

You can make a difference here.

About Us
Billings Clinic is a community-owned, not-for-profit, Physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital. Learn more about Billings Clinic (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality.

Your Benefits
We provide a comprehensive and competitive benefits package to all permanent full-time employees (minimum of 24 hours/week), including Medical, Dental, Vision, 403(b) Retirement Plan with employer matching, Defined Contribution Pension Plan, Paid Time Off, employee wellness program, and much more.

Magnet: Commitment to Nursing Excellence
Billings Clinic is proud to be recognized for nursing excellence as a Magnet®-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years.

Pre-Employment Requirements
All new employees must complete several pre-employment requirements prior to starting.

Scheduling Trainer
SCHEDULING - CLINIC (ROCKY MOUNTAIN PROFESSIONAL BUILDING)
req6375

Shift: Day, Evening, Weekends
Employment Status: Full-Time (.75 or greater)
Hours per Pay Period: 1.00 = 80 hours (Non-Exempt)
Starting Wage DOE: $0.00 - 0.00

The incumbent in this position will coordinate closely with the department management team. Responsible for the development and implementation of training and education programs and materials for all facets of the computer applications, and or billing, collections and follow-up utilized by the by designated department this position is placed. Training and education programs will include new and existing staff. The incumbent is additionally responsible for development and implementation of quality assurance monitoring/tracking/reporting to ensure employee knowledge, competency and accuracy.

Essential Job Functions

• Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.
• Develops, implements, and administers the orientation, training and on-going education for computer applications and systems training for the staff.
• Develops and maintains training materials, manuals and quality assurance monitors.
• Works closely with the technical team including the informaticists, , and others as needed as well as information systems vendors for the purpose of staying abreast of system changes, enhancements and performance, as well as for the development of sound working relationships. In collaboration with technical team, may research and test computer system performance as it relates to upgrades, new releases, troubleshooting problems, etc.
• Ensures new hire access to computer system is timely and logins are set up appropriate.
• Develops, implements, and administers quality assurance measures to ensure employee knowledge, competency and accuracy in alignment with the department Supervisor overseeing trainee. Provides appropriate follow up education, training and mentoring toward the goal of reaching and maintaining a 98% accuracy rate. May assess customer service survey results and analyzes access issues and outcomes and develops and recommends methods for improvement.
• Coordinates closely with leadership team in the development of training and education programs, administration, scheduling and identification of staff education needs.
• Assists in development of ongoing competencies. Actively participates in evaluating the knowledge and competency of staff in relationship to the training/education programs. Coordinates closely with the Department Leadership team when staff fails to meet quality standards. Offers recommendations for additional training needs and/or actions that may be needed to bring the employee up to a competent level based on technical performance measurements. Shares responsibility for the performance appraisal process with the Leadership team in regards to employee technical performance.
• May acts as a resource to staff responding to questions regarding information systems, technical and operational issues; as well as billing, follow-up and collection procedures. Assists with troubleshooting system problems.
• If applicable backup for either Call Center or Scheduling positions.
• In collaboration with the Leadership team develops and implements written policies and procedures as related to position scope. Seeks appropriate input from areas affected prior to implementation, performs follow up to ensure implementation is accurate and appropriate and monitors its effectiveness.
• May participates in short and long term planning, annual budgeting processes and is fiscally responsible to ensure adherence to agreed upon budgetary amounts.
• Identifies needs and sets goals for own growth and development; meets all mandatory organizational and departmental requirements.
• Performs other duties as assigned or needed to meet the needs of the department/organization.

Minimum Qualifications
Education

• 
  High School or GED

Experience

• 3 years of experience related to the above tasks, skills, knowledge and abilities
• 2 years of Billings Clinic experience preferred
• Previous training experience or demonstration of progressive increases in responsibility
• Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered

Billings Clinic is Montana’s largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an integrated multi-specialty group practice, tertiary care hospital and trauma center, based in Billings, Montana. Learn more at www.billingsclinic.com/aboutus

Billings Clinic is committed to the principles of Equal Employment Opportunity. All policies and processes are designed toward achieving fair and equitable treatment of all employees and job applicants. Employees are encouraged to discuss any concerns they have in this regard with their immediate supervisor and/or the Vice President People Resources. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, creed, religion, national origin, gender, gender identity, sexual orientation, age, marital status, genetic information or disability.