Contact Center Operations Coordinator
About The Position
For a contact center-focused role, the position will support a large outpatient practice contact center operational unit. Responsibilities include: • Solution Design & Implementation: Collaborate with technical resources to develop and deploy contact center solutions, including omnichannel engagement, AI-driven interactions, telecommunications, and EHR/data integration. • Technology Expertise: Optimize contact center operations utilizing telecommunication technologies such as IVRs, Workforce Management, Call Recording, Speech Analytics, and CRM platforms to improve service delivery. • Genesys Platform Optimization: Configure and support the management of the Genesys platform to streamline workflows and elevate patient experience. • Operational Accuracy: Ensure a high-functioning system design for precise documentation, routing, and resolution of patient inquiries through integrated systems. • Performance Monitoring: Leverage real-time monitoring tools to track key performance metrics and maintain service quality standards. • Collaboration & Process Improvement: Collaborate with IT and Access Center leadership to identify opportunities for enhancements in CRM processes, while providing feedback on Genesys contact center workflows to improve overall operational performance.
Responsibilities
- Solution Design & Implementation: Collaborate with technical resources to develop and deploy contact center solutions, including omnichannel engagement, AI-driven interactions, telecommunications, and EHR/data integration.
- Technology Expertise: Optimize contact center operations utilizing telecommunication technologies such as IVRs, Workforce Management, Call Recording, Speech Analytics, and CRM platforms to improve service delivery.
- Genesys Platform Optimization: Configure and support the management of the Genesys platform to streamline workflows and elevate patient experience.
- Operational Accuracy: Ensure a high-functioning system design for precise documentation, routing, and resolution of patient inquiries through integrated systems.
- Performance Monitoring: Leverage real-time monitoring tools to track key performance metrics and maintain service quality standards.
- Collaboration & Process Improvement: Collaborate with IT and Access Center leadership to identify opportunities for enhancements in CRM processes, while providing feedback on Genesys contact center workflows to improve overall operational performance.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
