Telecommunication Operations Associate - Access Center - Full Time 8 Hour Days (Exempt) (Non-Union)
About The Position
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.
Requirements
- High school or equivalent High school diploma with additional two years of directly related experience within healthcare industry. Or
- Associate's degree Degree in related field.
- 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.
- Ability to communicate well and computer skills to include Microsoft Word, PowerPoint, Excel and Access.
- Ability to create databases and statistical reports in Excel and/or Access.
- Programming knowledge of telephony and related Intelligent Attendant Console software required. Certification on these systems preferred.
- Knowledge of call center statistical systems or workforce management systems and how they relate to call center operations is desired.
- Must display recognized sound organizational and analytical skills
- Demonstrated excellent interpersonal, organizational and oral and written communication skills
- Ability to multi-task and establish efficient workflows
- 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)
Nice To Haves
- 1 year Experience in a Healthcare environment.
Responsibilities
- System Coordination
- Develops and Maintains Reporting Systems
- Analyzing the Performance Improvement
- Customer Service Satisfaction
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
