Clinic Patient Access Experience Analyst
Listed on 2025-12-30
-
Business
Data Analyst
Salary Range: $23.22 - $37.78
OverviewLocated in the heart of Washington, we enjoy open skies, snow‑capped mountains, and the lakes and rivers of the high desert. We are the proud home of orchards, farms, and small communities. Confluence Health actively supports the communities we serve and their quality of life through our community support program and through our individual efforts as involved community members.
Full Time Employees of Confluence Health receive a wide range of benefits in addition to compensation.
- Medical, Dental & Vision Insurance
- Flexible Spending Accounts & Health Saving Accounts
- CH Wellness Program
- Paid Time Off
- Generous Retirement Plans
- Life Insurance
- Long‑Term Disability
- Gym Membership Discount
- Tuition Reimbursement
- Employee Assistance Program
- Adoption Assistance
- Shift Differential
For more information on our Benefits & Perks, !
SummaryThe Clinic Patient Access Experience Analyst is a dynamic, technically proficient leader who serves as the strategic bridge between contact center operations, IT, and our cloud technology partners. This role drives the design, implementation, and optimization of innovative contact center solutions that elevate patient access and experience. Key responsibilities include ensuring service excellence through call quality monitoring, performance analytics, training support, and subject matter expertise in contact center technologies.
The Analyst also plays a pivotal role in shaping the digital engagement roadmap and advancing patient experience initiatives within the contact center.
Position
Reports To:
Clinic Patient Access & SWBD Manager
- Oversee quality assurance processes by developing call monitoring standards, conducting evaluations, analyzing performance trends, and delivering actionable insights.
- Generate and maintain performance dashboards and historical reports.
- Track KPIs such as call resolution, wait times, and customer satisfaction.
- Monitor and analyze the impact of agentic AI on agent workflows, patient interactions, and overall contact center performance.
- Prepare and present quality and performance reports to leadership, and recommend improvements to workflows, training, forecasting and technology adoption.
Coaching:
- Provide feedback and recommendations to enhance AI‑driven processes, ensuring alignment with organizational goals for patient access and experience.
- Collaborate with leadership and training teams to support agent development through coaching recommendations, training content feedback, and performance improvement strategies.
- Provide coaching and feedback to management based on QA findings.
- Assist in onboarding and ongoing education of contact center staff.
- Serve as the primary liaison between CPAC (Clinic Patient Access Center) operations, IT, and vendor teams to ensure alignment on contact center technology initiatives.
- Participate in agile development cycles including sprint planning, testing, and deployment.
- Provide IT and vendors with detailed workflows, content, and documentation to support system builds and enhancements.
- Provide feedback on the implementation, and optimization of call flows, queuing and routing logic.
- Collaborate on initiatives such as Intelligent Virtual Agent (IVA) deployment and Epic integration.
- Contribute to the digital engagement roadmap and patient experience strategy.
Demonstrate standards of behavior and adhere to the Code of Conduct in all aspects of job performance at all times.
QualificationsRequired:
- High School Diploma or equivalent (GED).
- 3+ years of experience in IT, Call Center, Telecom, Healthcare operations - and/or supporting end users.
- Ability to work in a fast‑paced and constantly changing environment with developed customer service principles and practices.
- Excellent interpersonal and communication (oral and written) skills.
- Strong understanding of QA methodologies, tools, and performance metrics.
- Proficiency in Microsoft Office, QA applications, and cloud contact center platforms.
- Experience with agile methodologies and cross‑functional project management.
- Stro…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).