Contact Center Solutions Strategist

Job Description

Job Description

Responsibilities

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, we are 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 a Contact Center Solutions Strategist, 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 :

• Collaborate with senior leadership to define the strategic direction for the contact centers
• Conduct comprehensive assessments of current contact center systems, processes, and workflows.
• Identify key challenges and opportunities for improvement and develop strategic roadmaps to address them.
• Analyze contact center data to identify trends, patterns, and opportunities for improvement.
• Generate actionable insights and provide regular reports to key stakeholders, highlighting performance metrics, KPIs, and areas for optimization.
• Develop actionable recommendations to drive continuous improvement and inform strategic decision-making.
• Assist in implementing and supporting contact centers during downtime procedure protocols
• Collaborate with IT and telecom teams to test new solutions, address technical issues, support upgrades and maintenance of phone and fax systems.
• Monitor call volume, queue times, and fax transmissions to identify trends and areas for improvement, implementing strategies to optimize efficiency and performance.
• Train contact center staff on proper phone and fax procedures, including call handling techniques, use of telephony features, and adherence to scripting guidelines.
• Implement and maintain processes for monitoring and troubleshooting phone and fax issues, ensuring timely resolution to minimize downtime and disruptions.
• Design, create and edit telephony IVRs
• Collaborate with cross-functional teams to implement initiatives aimed at reducing call volume through self-service options, automation, and process improvements.
• Ensure the operational functionality and reliability of phone systems, fax machines, and related equipment within the contact center.
• Lead the "Order-to-Schedule" program, which involves streamlining the process from order placement to scheduling of services.
• Collaborate with cross-functional teams to identify inefficiencies in the order-to-schedule workflow.
• Develop and implement process improvements initiatives to expedite order processing and scheduling.
• Utilize data analytics and performance metrics to measure the effectiveness of the "Order-to-Schedule" program and identify areas for further optimization.
• Ensure alignment with organizational goals and customer expectations throughout the order-to-schedule process.
• Provide regular updates and reports to leadership on the progress and outcomes of the "Order-to-Schedule" program.
• Assist the Workforce Management Team with projects and tasks on an ad-hoc basis

You Are :

To Ensure Success In This Role, You Must Have :

We Offer :