Location US-

ID 2024-4935

Category

Business Operations & Corporate

Position Type

Full-Time

Remote

Yes

HarmonyCares is one of the nation’s largest home-based primary care practices. HarmonyCares is a family of companies all dedicated to providing high-quality, coordinated health care in the home. This includes HarmonyCares, HarmonyCares Medical Group, HarmonyCares Home Health and HarmonyCares Hospice.

Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care.

Our Shared Vision – Every patient deserves access to quality healthcare.

Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

Why You Should Want to Work with Us

• Health, Dental, Vision, Disability & Life Insurance, and much more
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time
• Paid Orientation and Training
• Great Place to Work Certified
• Established in 11 states
• Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!

The Software & Operations Analyst – Contact Center Optimization will assist with many components of HarmonyCares business operations that directly correlate to effectiveness of the contact center. This role will work closely with the Senior Manager – Contact Center Optimization to handle support inbox requests.

Essential Duties and Responsibilities

Contact Center System Administration and Optimization:

• Assist with major components of the Five9 system including maintenance of all call campaigns and skills, allocation of phone numbers, maintenance of disposition codes, etc. Partner closely with the Senior Manager to ensure all components meet the evolving needs of the business and continue to promote optimal customer experience
• Oversee all users and their role assignments, establishing processes for adding, removing, and auditing these regularly
• Troubleshoot with contact center users experiencing problems logging in or with questions Five9 phone system configuration
• Assist with contact center training, coordinating ad hoc education and partnering with the enterprise training to produce materials where appropriate
• Assist system integration efforts with Five9 where applicable

Call Center Reporting and Analysis:

• Push canned reports to distribute on regularly established cadences and discuss in regularly scheduled forums with operations leadership
• Assist with analysis of trends and share insights and opportunities with operations leadership
• Empower business leaders to gather their own insights by educating them on contact center KPIs
• Assist with ad hoc reporting and analysis upon request for business unit leadership

Call Quality Program Leadership:

• Assist in maintaining and optimizing a contact center call quality management program

Required Knowledge, Skills and Experience

• Associates Degree or Higher
• 4 years of contact center, telephony, or unified communications related work experience
• Excellent oral and written communication skills
• Proficient in generating and analyzing reports to drive data-informed decisions
• Excellent troubleshooting and testing skills, particularly in collaboration with IT teams
• Effective communication and collaboration skills for engaging with operational leadership

Preferred Knowledge, Skills and Experience

• Healthcare Experience
• Contact center or agent experience
• Bachelor’s degree
• SQL Skills and Database Management

USD $88,000.00/Yr.

USD $74,221.00/Yr.

Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related considerations.

HarmonyCares and HarmonyCares Hospice are not affiliated with Harmony Hospice Care. HarmonyCares Hospice does not conduct business in OH. HarmonyCares Hospice conducts business in MI, VA, WI, TX, IN, IL.

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