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This position supports the WVU Medicine Contact Center which includes the Call Center and 24/7 Operations and the ambulatory clinics we serve. The Contact Center Analyst specializes in quality control and reporting; departmental scheduling protocols and tip sheets, maintains and update local SharePoint site; assist ambulatory departments in templating efficiencies. Assist our departmental customers in identifying solutions to meet functional as well as clinical workflow process in a scheduling workflow. This position work with telecom to make sure we are capturing calls and assist in reporting to volumes to accounting.
MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. High School Diploma or equivalent.
2. Certification: Epic Cadence within three (3) years of hire date.
EXPERIENCE:
1. Three (3) years of Epic scheduling experience with multiple scheduling departments, template build experience and mentoring/training these skill set and workflows.
CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.
1. Provides support for the Contact Center for quality control and process efficiencies.
2. Supports data networking as applied to reporting mechanism within and out of Epic to ensure correct data.
3. Serves an expert as a scheduling trainer for department and works with Contact Center Supervisors and Team leads ensuring training methods and standard protocols
4. Collaborates with Manager and Ambulatory Departments in planning optimal patient services and resolve issues.
5. Prepares reporting data using department applications for call volume and user productivity to monitor daily, weekly and monthly metrics.
6. Assists Manager of Practice Operations with analyzing workflows and data to ensure key metrics are met while maintaining quality control.
7. Acts as departmental liaison with internal and external customers as it related to access in the healthcare services of all organizations.
8. Participates in committees and completes additional projects as assigned.
9. Assists the Contact Center leadership team in monitoring daily call center and 24/7 operations including call monitoring, routing of customer contacts, data analysis, and observation
10. Responsible for maintaining electronic scheduling protocols for the department's SharePoint site and scheduling guidelines/subgroups within Epic.
11. Serves as the primary resource for templating and scheduling builds within Epic for Ambulatory Operations
12. Assists outbound/templating pod with best practice workflows and attends department meetings, as needed.
13. Assists Contact Center schedulers in accessing appropriate functions in Epic for efficiency and accuracy.
14. Pro-actively researches departmental issues and involves proper Information Technology personnel to resolve all Epic application-related issues as needed.
15. Acts as departmental liaison for Ambulatory Administration with the Informational Technology team with EPIC reporting, responsible for the requests and monitoring of these reports as they are processed through our team and IT.
16. Assists manager with implementing new processes and or procedures for all ambulatory sites of service and call center areas.
17. Analyzes and identifies any issues, barriers or risks and brings them to Supervisor's attention.
18. Leads and participates in projects related to best practice scheduling builds for the department as directed by Manager of Practice Operations.
19. Provides assistance in problem identification and resolution of daily scheduling problems and customer (i.e. patient, clinical department, referring physicians) complaints within the Contact Center and Ambulatory Operations.
20. Analyzes Epic scheduling problems, takes appropriate process improvement action, and follows up on issues to ensure it has been resolved.
21. Notifies appropriate contact person(s) concerning problems as directed by Manager of Practice Operations.
22. Performs thorough research of complaints using Epic, call logs and recordings, reports, and other tools to prepare issue resolution findings to Manager of Practice Operations
23. Attends Department meetings as required by Manager.
24. Completes assigned task in agreed upon time frames
25. Organizes and conducts training classes for one-on-one or "train the trainer" approach for Contact Center Staff, as directed.
PHYSICAL REQUIREMENTS: 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 functions.
1. Position requires prolonged periods of sitting.
2. Manual dexterity to operate keyboard.
3. Must be able to exert up to 25 pounds of force occasionally to move objects.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Standard office environment
SKILLS AND ABILITIES:
1. Ability to handle and maintain confidential information.
2. Ability to perform technical and professional skills.
3. Oral and written communication; ability to represent effectively the Contact Center Ambulatory sites of service and Hospital in interactions with patients, physicians and other departments.
4. Analytical and problem solving skills.
5. Ability to work and communicate effectively with other departments.
6. Ability to work well in high stress environment.
7. Ability to perform a variety of duties, ranging from direct involvement in various projects to coordination and supervision of the activities of co-workers.
8. Knowledge of spreadsheet, word processing and office software applications.
9. Able to work independently or cooperatively as a team member with independent decision-making ability.
10. Must be flexible with an ability to work in a fast paced and rapidly changing environment.
11. Able to prioritize tasks and have excellent organizational skills.
Additional Job Description:
Scheduled Weekly Hours:
40
Shift:
Exempt/Non-Exempt:
United States of America (Non-Exempt)
Company:
WVUH West Virginia University Hospitals
Cost Center:
550 WVUH Scheduling Call Center
Address:
3040 University Ave
Morgantown
West Virginia
This position supports the WVU Medicine Contact Center which includes the Call Center and 24/7 Operations and the ambulatory clinics we serve. The Contact Center Analyst specializes in quality control and reporting; departmental scheduling protocols and tip sheets, maintains and update local SharePoint site; assist ambulatory departments in templating efficiencies. Assist our departmental customers in identifying solutions to meet functional as well as clinical workflow process in a scheduling workflow. This position work with telecom to make sure we are capturing calls and assist in reporting to volumes to accounting.
MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. High School Diploma or equivalent.
2. Certification: Epic Cadence within three (3) years of hire date.
EXPERIENCE:
1. Three (3) years of Epic scheduling experience with multiple scheduling departments, template build experience and mentoring/training these skill set and workflows.
CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.
1. Provides support for the Contact Center for quality control and process efficiencies.
2. Supports data networking as applied to reporting mechanism within and out of Epic to ensure correct data.
3. Serves an expert as a scheduling trainer for department and works with Contact Center Supervisors and Team leads ensuring training methods and standard protocols
4. Collaborates with Manager and Ambulatory Departments in planning optimal patient services and resolve issues.
5. Prepares reporting data using department applications for call volume and user productivity to monitor daily, weekly and monthly metrics.
6. Assists Manager of Practice Operations with analyzing workflows and data to ensure key metrics are met while maintaining quality control.
7. Acts as departmental liaison with internal and external customers as it related to access in the healthcare services of all organizations.
8. Participates in committees and completes additional projects as assigned.
9. Assists the Contact Center leadership team in monitoring daily call center and 24/7 operations including call monitoring, routing of customer contacts, data analysis, and observation
10. Responsible for maintaining electronic scheduling protocols for the department's SharePoint site and scheduling guidelines/subgroups within Epic.
11. Serves as the primary resource for templating and scheduling builds within Epic for Ambulatory Operations
12. Assists outbound/templating pod with best practice workflows and attends department meetings, as needed.
13. Assists Contact Center schedulers in accessing appropriate functions in Epic for efficiency and accuracy.
14. Pro-actively researches departmental issues and involves proper Information Technology personnel to resolve all Epic application-related issues as needed.
15. Acts as departmental liaison for Ambulatory Administration with the Informational Technology team with EPIC reporting, responsible for the requests and monitoring of these reports as they are processed through our team and IT.
16. Assists manager with implementing new processes and or procedures for all ambulatory sites of service and call center areas.
17. Analyzes and identifies any issues, barriers or risks and brings them to Supervisor's attention.
18. Leads and participates in projects related to best practice scheduling builds for the department as directed by Manager of Practice Operations.
19. Provides assistance in problem identification and resolution of daily scheduling problems and customer (i.e. patient, clinical department, referring physicians) complaints within the Contact Center and Ambulatory Operations.
20. Analyzes Epic scheduling problems, takes appropriate process improvement action, and follows up on issues to ensure it has been resolved.
21. Notifies appropriate contact person(s) concerning problems as directed by Manager of Practice Operations.
22. Performs thorough research of complaints using Epic, call logs and recordings, reports, and other tools to prepare issue resolution findings to Manager of Practice Operations
23. Attends Department meetings as required by Manager.
24. Completes assigned task in agreed upon time frames
25. Organizes and conducts training classes for one-on-one or "train the trainer" approach for Contact Center Staff, as directed.
PHYSICAL REQUIREMENTS: 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 functions.
1. Position requires prolonged periods of sitting.
2. Manual dexterity to operate keyboard.
3. Must be able to exert up to 25 pounds of force occasionally to move objects.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Standard office environment
SKILLS AND ABILITIES:
1. Ability to handle and maintain confidential information.
2. Ability to perform technical and professional skills.
3. Oral and written communication; ability to represent effectively the Contact Center Ambulatory sites of service and Hospital in interactions with patients, physicians and other departments.
4. Analytical and problem solving skills.
5. Ability to work and communicate effectively with other departments.
6. Ability to work well in high stress environment.
7. Ability to perform a variety of duties, ranging from direct involvement in various projects to coordination and supervision of the activities of co-workers.
8. Knowledge of spreadsheet, word processing and office software applications.
9. Able to work independently or cooperatively as a team member with independent decision-making ability.
10. Must be flexible with an ability to work in a fast paced and rapidly changing environment.
11. Able to prioritize tasks and have excellent organizational skills.
Additional Job Description:
Scheduled Weekly Hours:
40
Shift:
Exempt/Non-Exempt:
United States of America (Non-Exempt)
Company:
WVUH West Virginia University Hospitals
Cost Center:
550 WVUH Scheduling Call Center
Address:
3040 University Ave
Morgantown
West Virginia
