Call Center Analyst - Remote

Overview

The Call Center Analyst position focuses on quality control, reporting, and improving scheduling workflows in a healthcare contact center environment.

In Short

• Supports the WVU Medicine Contact Center operations.
• Specializes in quality control and reporting.
• Maintains and updates local SharePoint site.
• Assists in scheduling efficiencies for ambulatory departments.
• Collaborates with various departments to enhance patient services.
• Prepares reporting data for call volumes and user productivity.
• Acts as a liaison with internal and external customers.
• Participates in committees and additional projects.
• Conducts training for Contact Center staff.
• Analyzes and resolves scheduling issues within Epic.

Requirements

• High School Diploma or equivalent.
• Certification: Epic Cadence within three years of hire.
• Two years of Epic scheduling experience.
• Experience in mentoring and training.
• Strong analytical and problem-solving skills.
• Ability to handle confidential information.
• Excellent oral and written communication skills.
• Ability to work in a high-stress environment.
• Proficiency in office software applications.
• Flexibility and ability to prioritize tasks.

Benefits

• Work in a supportive healthcare environment.
• Opportunity for professional development and training.
• Engagement in various projects and committees.
• Potential for flexible work arrangements.
• Access to healthcare resources and support.