Call Center- Patient Access Systems Analyst- Onsite

TrueCare is a trusted healthcare provider serving San Diego and Riverside Counties, offering compassionate and comprehensive care to underserved communities. We are committed to making healthcare accessible to everyone, regardless of income or insurance status. With a focus on culturally sensitive, affordable services, TrueCare aims to improve the health of diverse communities. Our vision is to be the premier healthcare provider in the region, delivering exceptional patient experiences through innovative, integrated care.

The Patient Access Systems Analyst is responsible for compiling, tracking and analyzing accurate data for the Patient Access Services department, including, but not limited to telephony systems and digital patient communication such as texting platforms, patient portals and live chat. The Analyst will also be responsible for tracking agent quality through NPS surveys and call monitoring to ensure scheduling accuracy as well as ensuring all patient interactions are handled in a competent, caring manner and achieving organizational standards in phone access, documentation and appointment booking standards through gathering patient, benefits, and basic clinical information and advice.

Responsibilities:

Performance Monitoring and Reporting

• Track and assess patient communication volume and accuracy to make real-time decisions for immediate resolution and optimal coverage.
• Create and maintain department dashboards and work with leadership to study trends and provide informed recommendations to maintain the highest levels of operational efficiencies.
• Collect, monitor and interpret key performance indicators (KPIs) and use tools to produce actionable reports, identify trends, and recommend data driven improvements; provide ongoing feedback through NPS surveys, call monitoring and KPI reviews.
• Assist with workforce management systems, IVR development, call scripting tools, and quality monitoring platforms.

End-User Support and Training

• Assist with developing and maintaining comprehensive training curriculum for all department team members in order to standardize practices.
• Oversee external call support relationships to ensure proper onboarding, training and ongoing success.
• Project Support and Implementation and Ongoing Improvement
• Participate in or lead special projects to implement new systems, such as scheduling platforms and texting platforms; develop and/or standardize workflows that will improve the patient experience.
• As assigned, participate in or lead the implementation of new call center platforms or upgrades, ensuring proper integration with EHR systems.
• Collaborate with department leadership to identify trends and areas of enhancement for the department to improve systems and processes.
• Serve as a subject matter expert by developing reports to bridge the gap between call center operations and IT, ensuring that systems are aligned with the organization's clinical and patient engagement goals.

Requirement Gathering and Analysis

• Analyze and support call center technologies (e.g., Five9, Artera, etc.) to ensure maximum uptime, performance, and user satisfaction.
• Collaborate with clinical and operational stakeholders to identify system requirements and implement enhancements to support patient access, scheduling, referrals, and communications.

System Configuration and Maintenance

• Monitor and analyze system performance, call routing, queue configurations, and reporting tools to optimize workflows and reduce wait times.
• Troubleshoot and resolve technical issues, coordinating with vendors or internal IT teams as necessary.

Other Duties/Responsibilities

• Maintain compliance with HIPAA, and other regulatory standards when managing patient information and call data.
• Stay current on industry best practices, emerging technologies, and healthcare regulations affecting patient communication systems.

Qualifications:

• Bachelor's degree from an accredited institution in business administration, healthcare administration or related field, or an equivalent combination of education and professional experience in a related field.
• A minimum of four (4) years of call center or customer service environment, appointment or business operations experience.
• Demonstrated proficiency in creating systems to improve workflows.
• Experience in creating training materials in order to educate and cultivate staff performance.
• Proficiency with software systems and applications relevant to the position, including, but not limited, to the Microsoft Office suite, including Outlook, Word, PowerPoint, and Excel. Advanced knowledge of call center analytics and data interpretation.
• Previous experience with call center platforms, such as Five9, Teams, and/or RingCentral.

Preferred Qualifications

• Bilingual in English and Spanish.
• A minimum of two (2) years of program development, project management or quality management experience.
• Demonstrated success in managing complex digital communications initiatives and projects , including rollouts and maintenance of phone systems and digital scheduling platforms.
• Experience developing reports to capture KPIs at an organizational, departmental, and individual level.

Benefits:

• Competitive Compensation
• Competitive Time Off
• Low-cost health, dental, vision & life insurance
• Tuition Reimbursement, Employee Assistance program

Salary ranges: Starting at $78,936 to $118,404

Pay transparency: If you are hired at TrueCare, your salary will be determined based on factors such as education, knowledge, skills, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members when determining an offer.

TrueCare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any characteristic protected by applicable federal, state, or local law. Our goal is to support all team members recruited or employed here.

Powered by JazzHR

Compensation details: 04

PIbc2908a5c5-