Contact Center Traffic and Scheduling Analyst, Sr. analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Being a Contact Center Traffic and Scheduling Analyst, Sr. ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Additionally, Contact Center Traffic and Scheduling Analyst, Sr. utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Traffic and Scheduling Analyst, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
JOB PURPOSE
Analyzes, configures, develops, tests, implements, supports and maintains Epic revenue cycle applications, solutions and business processes to meet operational and technical requirements. Obtains and maintains in depth knowledge of software functionality and acquires as well as utilizes knowledge of operational workflows to be implemented. Areas of responsibility may be: HIM, Scheduling (Cadence), Patient Access (ADT/Prelude), Hospital Billing (Resolute), Claims.
QUALIFICATIONS
All job qualifications listed indicate the minimum level necessary to perform this job proficiently.
LEVEL OF EDUCATION
Minimum: Bachelor's Degree in nursing, information technology, allied health professions, business or a related field. The equivalent of 8 years of progressively responsible work experience with an emphasis in revenue cycle information applications and systems in health care, or a combination of education and experience, may be substituted for a degree. Preferred:
CERTIFICATIONS, LICENSES, REGISTRATIONS
Minimum: Epic certification is to be obtained within 3 months of training completion.
Preferred: RHIA
TECHNICAL REQUIREMENTS
Minimum: Working knowledge of IT solutions and interfaces, operating platforms and network software. Proficient in the use of Microsoft Office tools. Demonstrated understanding of clinical workflows and terminology specific to appropriate revenue cycle department.
Preferred:
YEARS OF RELATED WORK EXPERIENCE
Minimum: 5 years of experience in similar clinical/revenue cycle system implementation, support, and/or project management, AND 2 years of operational experience in patient access, HIM, billing and/or claims.
Preferred:
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