Contact Center Technology Specialist

🔥 5 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

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Eye Health America

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2018

⚕️ Healthcare Insurance

💊 Pharmaceuticals

🧘 Wellness

💰 Private Equity Round on 2018-03

Healthcare Insurance • Pharmaceuticals • Wellness

Eye Health America is dedicated to providing personalized eye care services, focusing on patient-centered approaches and innovations. With a mission to improve lives through exceptional eye care, the company partners with leading eye care practices in the Southeast region, emphasizing collaboration, quality, and patient satisfaction. Eye Health America aims to grow as a trusted healthcare partner by aligning its values with those of its member practices.

📋 Description

• Serve as the primary administrator for enterprise contact center platforms and communication technologies. • Configure and oversee system settings, user accounts and permissions, routing rules, extension directories, business hour rules, and system integrity checks. • Troubleshoot platform issues and coordinate resolution with internal stakeholders and third-party vendors. • Maintain system documentation and ensure technology configurations align with operational requirements. • Evaluate platform enhancements and recommend improvements to increase efficiency and user experience. • Design, configure, and optimize Interactive Voice Response (IVR) menus and patient self-service experiences. • Manage call routing logic to ensure patients reach the appropriate department, practice, or resource. • Monitor call flow performance and identify opportunities to reduce abandonment rates and improve caller satisfaction. • Test and validate routing changes prior to deployment. • Administer enterprise digital fax systems and workflows. • Manage fax routing, user access, integrations, and troubleshooting activities. • Monitor system performance and ensure reliable delivery and receipt of patient documentation. • Support and administer AI-driven call analytics, speech intelligence, and automated routing technologies. • Develop, maintain, and distribute enterprise call reports and KPI dashboards. • Lead and coordinate technology implementation projects related to contact center operations and patient engagement platforms. • Develop training guides, standard operating procedures, job aids, and technology documentation. • Support contact center operations across multiple practices and geographic regions.

🎯 Requirements

• Associate degree in Information Technology, Business, Healthcare Administration, or related field preferred; equivalent experience considered. • 2+ years of experience supporting contact center technologies, business systems, or operational technology platforms. • Experience with reporting and analytics tools such as Power BI and Microsoft Excel. • Experience managing technical projects, implementations, or system enhancements. • Healthcare or multi-site operational experience preferred. • Experience administering phone systems, contact center software (8x8), or communication platforms preferred.

🏖️ Benefits

• Maintain regular, reliable, and punctual attendance in accordance with scheduling requirements. • Demonstrate professionalism, accountability, and a commitment to service excellence. • Stay current with emerging contact center technologies, AI capabilities, and industry best practices. • Participate in cross-functional projects and process improvement initiatives. • Perform other duties as assigned.