Entry-Level Command Center Analyst to maintain user-profiles and databases for three separate Contact Center solutions; inContact, NICE IEX Workforce Management, and NICE Engage Quality Management. Also will be responsible to monitor and manage dialer activity, business performance, prepare reports that will enable the business unit to analyze and improve, and contribute to improvement plans. The position is also responsible for the Command Center shared email account, modifying skill assignments, assisting users, and remedial troubleshooting. Requires a self-starter with high motivation to learn by multiple channels including self-study.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned.
Process eIDâ��s for inContact, NICE IEX Workforce Management, and NICE Engage QM
Maintain and monitor user databases for completeness and accuracy and the Command Center shared email account
Monitor business dialer performance and identify opportunities to improve
Completes necessary reporting assignments and strives for accuracy
Learns new technologies and systems to advance knowledge of monitoring, reporting, and analysis 10%
Builds relationships with LOB Operations Managers and Supervisors to ensure good working relationships
Works with the business to interpret data provided in reports; clarifies data and responds to additional requests for information
KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge and use of inContact, NICE IEX WFM, and NICE Engage
Or similar solutions
Knowledge of Coniferâ��s eID process
Ability to work independently with little supervision and seek guidance as needed to clarify assignments or requests for information.
Thoroughness in documenting and updating records with changes
Ability to document new processes, job-aids and, policies.
Intuitive and skilled at problem-solving in anticipation of requests from the business or team.
Excellent communication, customer service, and time-management skills.
Good interpersonal skills and ability to work well with other team members and customers. Respectful of all levels.
The position requires basic business skills, and the ability to understand general revenue cycle operations in a healthcare environment.
Proficient (medium to high skill level) with various desktop applications such as Microsoft Outlook, Microsoft Teams, Excel, Word, and PowerPoint
Microsoft Access or SQL skills a plus
Team Player - Always willing to help in whatever way possible and go the extra mile to get the job done.
Can make logical correlations between data points to determine if the analysis is accurate.
Displays a desire to learn, understand processes, and reach the next level.
EDUCATION / EXPERIENCE
Include minimum education, technical training, and/or experience preferred to perform the job.
Required: 1-3 years of Contact Center experience
Required: 1-3 years of business experience or healthcare revenue cycle experience
Job: Process & Analyst
Primary Location: Frisco, Texas
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Internal Number: 2105026224
About Conifer Health Solutions
Tenet Healthcare Corporation (NYSE: THC) is a diversified healthcare services company headquartered in Dallas with 112,000 employees. Through an expansive care network that includes United Surgical Partners International, we operate 65 hospitals and approximately 510 other healthcare facilities, including surgical hospitals, ambulatory surgery centers, urgent care and imaging centers and other care sites and clinics. We also operate Conifer Health Solutions, which provides revenue cycle management and value-based care services to hospitals, health systems, physician practices, employers and other clients. Across the Tenet enterprise, we are united by our mission to deliver quality, compassionate care in the communities we serve.