OCCS Engineer Voice Admin Team

Omnichannel Communications Services Engineer

Responsibilities: Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, we are Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of our success is its people with the commitment to a better healthcare experience.

When you join us as an Omnichannel Communications Services (OCCS) Engineer, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators to achieve the best clinical outcomes. You Will:

• Provides analytical, operational, and technical support to all Omnichannel Communications Services in our call center environments.
• Performs setup and ongoing administration of agents, supervisors, managers, and administrative staff at a hardware and software configuration level.
• Assists with the development, deployment, and documentation of call flows, reporting schemes, skill structuring, and similar project-based work.
• Provides accurate and repeatable call center metric reports and analysis and can explain those metrics and analysis to internal management.
• Interface with telecom providers to report, analyze, and expedite issues and requests.
• Design and document training materials for the Training department as well as training the trainers as changes progress.
• Assist with the improvement of workforce efficiency through the used of team and/or skill routing when configuring call flows.
• Perform or assist with IT operations, as required to maintain workflow to meet schedules and quality requirements.
• Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain a specified level of knowledge pertaining to new technologies, developments, requirements, and policies.
• Perform other duties as assigned.

You Are: Genuinely passionate about customer service and exercise sound judgement and an ability to remain professional in all situations. Able to demonstrate high level of attention to detail, excellent organizational skills and have the ability to multitask. Able to thrive in a fast-paced environment, have a knack for prioritizing work with a structured approach, and enjoy providing world class customer service.

To Ensure Success In This Role, You Must Have: Associate Degree in Computer Science, Telecommunications, or related discipline or equivalent work experience preferred. Certified Specialist (ACS) and/or Certified Expert (ACE) preferred. Experience in a multi-site call center environment of at least 2 years in a technical and/or operational (non-agent role) capacity. Experience with various solutions from PBX, and HPBX, to cloud solutions. Ability to travel within and outside of the United States Knowledge of healthcare industry standards and regulations.

We Offer: Comprehensive Medical, Dental and Vision coverages. Health Savings Accounts with employer funding. Wellness dollars 401(k) Employer Match Free services at any of our imaging centers for you and your immediate family.