Call Center Analyst - Remote

Overview

The Call Center Analyst will support the WVU Medicine Contact Center by specializing in quality control, reporting, and departmental scheduling protocols. This role assists ambulatory departments in optimizing scheduling workflows and collaborates with various teams to enhance patient services.

In Short

• Supports quality control and process efficiencies for the Contact Center.
• Prepares reporting data for call volume and user productivity metrics.
• Acts as a scheduling trainer and collaborates with department supervisors.
• Maintains and updates local SharePoint site for scheduling protocols.
• Assists with analyzing workflows and identifying solutions for scheduling issues.
• Participates in committees and completes additional projects as assigned.
• Handles confidential information and performs technical and professional skills.
• Conducts training classes for Contact Center staff.
• Works independently or cooperatively with effective communication skills.
• Adapts to a fast-paced and rapidly changing environment.

Requirements

• High School Diploma or equivalent required.
• Certification in Epic Cadence within three years of hire.
• Two years of Epic scheduling experience with multiple departments.
• Experience in template building and mentoring.
• Strong analytical and problem-solving skills.
• Ability to work in a high-stress environment.
• Knowledge of spreadsheet and office software applications.
• Excellent organizational skills and ability to prioritize tasks.
• Ability to maintain confidentiality.
• Flexibility to adapt to changing work conditions.

Benefits

• Opportunity to work in a leading health system.
• Collaborative work environment with various departments.
• Training and development opportunities.
• Ability to impact patient services positively.
• Access to a large network of healthcare professionals.