Telecommunication Operations, Associate - Access Center - Full Time 8 Hour Days (Exempt) (Non-Union)Apply (https://usc.wd5.myworkdayjobs.com/ExternalUSCCareers/job/Alhambra-CA/Senior-Data-Analyst---Access-Center---Full-Time-8-Hour-Days--Exempt---Non-Union-_REQ20152296/apply) Keck Medicine of USC Hospital Alhambra, California

• To provide technical guidance and input to the management USC Care's Access Center ("Access Center") and participates in fulfilling the Access Center's mission on a day-to-day basis as well as facilitate long term goals and objectives. The Telecommunication Support Associate is responsible for configuration, programming and administration of telephony and related systems as they pertain to the Access Center. The Telecommunication Support Associate collaborates with the Access Center Leadership to develop call flows based on scheduling protocols provided by USC departments and clinics supported by the Access Center . The Telecommunications Support Associate is responsible for analyzing these scheduling protocols, translating them into appropriate programming/configuration and implementing them into the telephony and related systems to ensure that calls and contacts are routed correctly and appropriately. The Telecommunications Support Associate is responsible for creating and maintaining statistical reports for the Access Center and the departments/clinics supported by the Access Center. Works closely with USC Keck Medicine IT Communications to design, implement, and maintain call handling flows as related to the ACD, PBX, and related systems as needed. Assists the Access Center Leadership as needed with ad hoc reporting requests and analysis.

Essential Duties:

• 1) System Coordination • To serve as the primary contact in the Call Center to set-up and troubleshoot any issues within the Access Center. Responsible for the preparation on own or in conjunction with a designated supervisor or member of the Access Center management team, the weekly and monthly reports on attendant/agent statistical standings to be given to the Manager and then shared with supervisor(s) for review with each Communication Representative. Maintain the systems historical documentation and be the primary contact with telephony Field Service if designated. • Work with the Communications Department regarding any and all paging issues as they relate to the interface with the Access Center call handling system and the institution wide paging system. Troubleshoot issues and prepare reports on issues as requested by the Director or Manager. • Keep the Manager of the Access Center current on any operational issues or concerns with the telephony system or staff performance concerns. Prepare for Access Center management team, historical call documentation to evaluate correct call handling procedure by staff member and prepare reports for the Manager as needed or to his designee. • Coordinate with the IT Department issues related to the telephony system and how it interfaces with other services within the institution. Be the primary contact for all software and hardware challenges and report to the Manager on complications and any delays. Make recommendations on upgrades, system enhancements, or new systems to best support the Access Center or provide enhanced support to the departments and clinics of Keck Medical Center. • Prepare individual staffing (agent or attendant) performance reports for Supervisors / Manager to ensure that procedures standards are being reviewed, allowing staff to be aware of their statistics compared to the benchmarks set forth in the Performance Monitoring System. Prepare monthly and annual assessment of agent and attendant performance measures for the Manager • To identify needs for information or services within the Access Center in order to accomplish organizational objectives or standards. To evaluate whether appropriate systems are in place to serve those needs and assist the Access Center Manager in the organization of the annual departmental work plan.

• 2) Develops and Maintains Reporting Systems • Under the general direction of the Access Center Manager, the Access Center Analyst analyzes the Access Center call flow requirements. Maintains the telephony system and all supporting systems. Utilizes information obtained from enterprise systems, create the reports necessary to supply the Access Center and supported departments with statistical data. The Analyst must be self-motivated, and able to perform the work functions without formal direction or supervision. • Monitor Real Time Displays, Observe DN outs, confirm when requested that all departments be logged in correctly and logged out at end of day. Track daily, weekly and monthly reports, all ACD groups, monthly reports on clinics rolled in to the Access Center on abandon and call volumes. Prepare for distribution reports to clinics as indicated by the Manager. Maintain agent log-ins for entire institution and assign as needed. • Monitor the daily call volumes of the Access Center. Tracking of 800 number volumes with respect to operating performance which are sensitive to customers, medical, non-medical personnel and outside supplier needs. Thus ensure the effective daily operations of the department as indicated by the Manager or assigned to another management team member with assistance from the Analyst. • To assist the Access Center management team in the development and implementation of the annual department operating plan, to ensure effective department performance and contribution to corporate objectives. Provide information on the telecommunication trends and how they impact the corporation’s planning requirements and communicate with the Access Center Supervisor(s), clinics, departments or individuals as requested by the Access Center Manager and Director. • To analyze reporting mechanisms and recommend, as indicated, which are sensitive to organizational needs and ensure efficient accomplishment of institutional objectives. • To co-ordinate solely or with assistance from a Access Center Supervisor the reporting mechanisms both internally and externally, operating procedures, and staffing requirements based on information gained interdepartmentally and externally in connection with IT Network Engineering/Communications Department. • To develop statistical data and provide information to the Manager for distribution to clinic managers and others on a multitude of financial / statistical reports, both interdepartmentally and externally, statistics related to the effective accomplishment of the Access Center. • To coordinate the compilation and distribution of reports with Access Center Supervisors or Administrative Assistant to ensure that periodic reports are accurate and disseminated in a timely fashion. • To provide ad hoc reporting to troubleshoot issues with call flow, misdirection.

• 3) Analyzing the Performance Improvement • In conjunction with Access Center management team, evaluate, develop, and maintain performance improvement standards and staffing models for the Access Center. Provide the Access Center Manager with necessary documentation to present to staff regarding individual and group performance based upon the departmental performance Monitoring System. • To review, procedures, plans, and activities, as directed by the Access Center Manager, ensuring that they are within acceptable standards for the corporation. Provide the Manager with statistical information to calculate FTE requirements for departments and regional site call handling. • To identify staff performance issues through the development of or use of existing reports, work efficiency levels of all Communication Reps and then bring weekly or monthly reports to the attention of the Access Center Manager or his designee so corrective action can be taken. • To assist the Manager, if designated, with preparation of monthly variance report and related documents. If designated, prepare payroll analysis of OT expenditure in dollars and hours, and reconcile monthly department expenditures and to assist the Manager with then annual budget preparation.

• 4) Customer Service Satisfaction • To identify and make recommendations to the Access Center Manager on corrective measures to be taken with the system to provide better customer service delivery and improve internal and external customer satisfaction. • To establish methods of identifying levels of customer satisfaction and to use these as a basis for planning and action by the Manager. This would include improving delivery of system features to best meet the needs of this institution and supply to the Manager with implementation work with supervisors to coordinate coverage of Access Center stations as needed to maintain the highest level of customer service. • Analyses call reports to identify, troubleshoot, and resolve call processing issues raised by our internal customers and patient base. • Utilize the skills of a learning organization in development of internal programming and processes with supervisors to enhance customer service within the Access Center and the individuals we serve. • Build and maintain an understanding of your colleagues needs and offer support when ever possible • To assist the Access Center Supervisor(s) with documentation and statistics to ensure that all employees in the department know their respective monthly performance results.

• 5) Performs similar or related duties as requested or directed • Facilitates Access Center initiatives using innovative and critical thinking • Participates in administrative staff meetings and/or other meetings as assigned • Attends promptly to the administrative details of the position • Performs other duties as assigned or requested

Required Qualifications:

• Req High school or equivalent High school diploma with additional two years of directly related experience within healthcare industry. Or

• Req Associate's degree Degree in related field.

• Req 3 years Experience working with Call Center systems, (Intelligent Attendant Consoles, enhanced ACD, or Contact Center Servers); including call route programming, skills-based routing and statistical report generation. ◦ * If no Associate Degree: Requires additional two years of directly related experience within healthcare industry.

• Req Ability to communicate well and computer skills to include Microsoft Word, PowerPoint, Excel and Access.

• Req Ability to create databases and statistical reports in Excel and/or Access.

• Req Programming knowledge of telephony and related Intelligent Attendant Console software required. Certification on these systems preferred.

• Req Knowledge of call center statistical systems or workforce management systems and how they relate to call center operations is desired.

• Req Must display recognized sound organizational and analytical skills

• Req Demonstrated excellent interpersonal, organizational and oral and written communication skills

• Req Ability to multi-task and establish efficient workflows

Preferred Qualifications:

• Pref 1 year Experience in a Healthcare environment.

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The annual base salary range for this position is $60,320.00 - $94,020.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

REQ20152296 Posted Date: 09/11/2024