Contact Center Application Support Analyst

University of Miami•Medley, FL

1d•Remote

About The Position

The University of Miami/ UHealth system has an exciting opportunity for a full-time Contact Center Application Support Analyst to work remotely within the department of UHealth Connect. The Sr. Access Analyst works with clinics, departments, UHealth Connect, and UHealth IT to analyze, improve and develop processes, standards, tools, and documentation that will enable efficient provider scheduling across the organization. This includes analyzing provider templates and scheduling algorithms for all ambulatory access departments. Specifically, this position will design and modify scheduling protocols entered into the system and create scheduling solutions for departments in alignment with organizational goals of standardization for ease of patient access through data driven analyses. In addition, this incumbent analyzes, develops and provides targeted recommendations for provider schedules to ensure the organization maximizes template efficiency, productivity, access opportunities and meets operational needs.

Requirements

Bachelor’s degree in relevant field required
Minimum 4 years of relevant experience required
Skill in completing assignments accurately and with attention to detail.
Ability to analyze, organize and prioritize work under pressure while meeting deadlines.
Ability to work independently and/or in a collaborative environment.
Ability to maintain effective interpersonal relationships.
Ability to facilitate decision making with multi-disciplinary teams.
Ability to analyze and evaluate operational activities, make comprehensive studies and evaluations, and prepare detailed reports, dashboards, and communications.
Ability to lead, motivate, develop and train others.

Nice To Haves

Experience in healthcare preferably with Epic EMR system workflows, healthcare scheduling call center, or capacity management or patient access scheduling, preferred.
Experience with Epic decision tree, template maintenance, Epic CRM systems and workqueue tools is a plus.

Responsibilities

Analyzes, defines, and applies technical knowledge to solve complex problems regarding application systems.
Provides consultative support on Epic Cadence functions such as decision tree, appointment request, work queues across multiple departments.
Provides consultative support on business requirements for new initiatives.
Develops new processes and functions to support implementation of Access initiatives.
Responsible for implementation of all decision tree requests for building and maintenance across multiple locations including specialty and ancillary services.
Proactively identifies gaps in decision tree, and scheduling configurations.
Maintains subgroups, provider to department mapping and visit type use in alignment with changes in operations.
Ensures structure of templates are in alignment with decision tree scheduling solutions and are released in compliance with standards.
Ensures changes to cadence master files (such as subgroups) and related system configuration are completed timely and accurately.
Participates in User Acceptance Testing and signoff on new functionality as its released.
Provides QA support to other team members, Operations or Information Technology to ensure quality delivery of designed workflow.
Proactively meets with and creates partnership with operations managers to coordinate optimal workflows, ensure appropriate maintenance and to answer questions and research solutions.
Works closely with scheduling designates assigned to each department assuring that workflows are documented, built, and designed as intended.
Maintains consistent written and verbal communication to management, team members, department operations, users and other stakeholders with emphasis expectations, barriers, and opportunities.
Maintains issue logs and follows-up on pending deliverables, responds to application/project-related requests from the department/division, maintain an issues log and troubleshooting guide, document issue resolutions.
Coordinates issues with external departments as needed for resolution.
Identifies opportunities for standardization throughout process or design to promote standards across the enterprise.
Works with template management staff and operations to define and recommend standards for scheduling maximization.
Reviews new release functionality and available configurations to analyze impact on operational environment.
Responsible for identifying operational impacts and testing new Epic release functionality as it pertains to contact center management or capacity management functions.
Prepares and maintains appropriate reports, presentations and files to represent the work of the department both internally and externally.
Coaches and develops new staff in standards and system design.
Assists in preparing system training along with training of team members.
Educate external stakeholders on decision tree workflows.
Act as a liaison between the service line administration, contact center operations and Information Technology.
Participate in executing test scripts to validate system implementations and modifications.
Oversee system data and tables maintenance.
Support technical solutions aimed at enhancing department/division efficiency.
Understand the downstream impact of technological changes.
Assist in preparing user documentation for department/division systems, including training manuals.
Provide and facilitate training as necessary.
Document business processes and enhance department/division processes and software efficiency.
Responsible for the collection of data from multiple sources to assist team with implementations, optimizations, testing, and system upgrades.
Provides day-to-day application support and participates in on call rotation.
Assists with troubleshooting issues with members of other teams or business units.
Assists with communication to assigned group regarding new features/functionality, new workflows, training system availability and downtime procedures.
Assists end users with system related issues, set up and maintenance as necessary for systems being used.
Assists in meeting scheduling and preparation.