Call Center- Patient Access Systems Analyst- Onsite

TrueCare is a trusted healthcare provider serving San Diego and Riverside Counties, offering compassionate and comprehensive care to underserved communities. We are committed to making healthcare accessible to everyone, regardless of income or insurance status. With a focus on culturally sensitive, affordable services, TrueCare aims to improve the health of diverse communities. Our vision is to be the premier healthcare provider in the region, delivering exceptional patient experiences through innovative, integrated care.

The Patient Access Systems Analyst is responsible for compiling, tracking and analyzing accurate data for the Patient Access Services department, including, but not limited to telephony systems and digital patient communication such as texting platforms, patient portals and live chat. The Analyst will also be responsible for tracking agent quality through NPS surveys and call monitoring to ensure scheduling accuracy as well as ensuring all patient interactions are handled in a competent, caring manner and achieving organizational standards in phone access, documentation and appointment booking standards through gathering patient, benefits, and basic clinical information and advice.

Responsibilities :

Performance Monitoring and Reporting

• Track and assess patient communication volume and accuracy to make real-time decisions for immediate resolution and optimal coverage.
• Create and maintain department dashboards and work with leadership to study trends and provide informed recommendations to maintain the highest levels of operational efficiencies.
• Collect, monitor and interpret key performance indicators (KPIs) and use tools to produce actionable reports, identify trends, and recommend data driven improvements; provide ongoing feedback through NPS surveys, call monitoring and KPI reviews.
• Assist with workforce management systems, IVR development, call scripting tools, and quality monitoring platforms.

End-User Support and Training

Requirement Gathering and Analysis

System Configuration and Maintenance

Other Duties / Responsibilities

Qualifications :

Preferred Qualifications

Benefits :

Salary ranges : Starting at $78,936 to $118,404

Pay transparency : If you are hired at TrueCare, your salary will be determined based on factors such as education, knowledge, skills, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members when determining an offer.

TrueCare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any characteristic protected by applicable federal, state, or local law. Our goal is to support all team members recruited or employed here.

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Compensation details : 78936-118404

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