Patient Access Systems Analyst

​ ​ ​

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

Assist with

developing and maintaining comprehensive training curriculum for

all department team members in order to standardize practices.

Oversee external call support relationships

to ensure proper onboarding, training and ongoing success.

Project Support and Implementation and

Ongoing Improvement

Participate in or lead

special projects to implement new systems, such as scheduling

platforms and texting platforms; develop and / or standardize

workflows that will improve the patient experience.

As assigned, participate in or lead the

implementation of new call center platforms or upgrades, ensuring

proper integration with EHR systems.

Collaborate with department leadership to identify trends and areas

of enhancement for the department to improve systems and processes.

Serve as a subject matter expert by

developing reports to bridge the gap between call center operations

and IT, ensuring that systems are aligned with the organization's

clinical and patient engagement goals.

Requirement Gathering and Analysis

Analyze and support call center

technologies (e.g., Five9, Artera, etc.) to ensure maximum uptime,

performance, and user satisfaction.

Collaborate with clinical and operational stakeholders to identify

system requirements and implement enhancements to support patient

access, scheduling, referrals, and communications.

System Configuration and

Maintenance

Monitor and analyze

system performance, call routing, queue configurations, and

reporting tools to optimize workflows and reduce wait times.

Troubleshoot and resolve technical issues,

coordinating with vendors or internal IT teams as necessary.

Other Duties / Responsibilities

Maintain compliance with HIPAA, and

other regulatory standards when managing patient information and

call data.

Stay current on industry best

practices, emerging technologies, and healthcare regulations

affecting patient communication systems.

Qualifications : Bachelor’s

degree from an accredited institution in business administration,

healthcare administration or related field, or an equivalent

combination of education and professional experience in a related

field.

A minimum of four (4) years of call

center or customer service environment, appointment or business

operations experience.

Demonstrated

proficiency in creating systems to improve workflows.

Experience in creating training materials in

order to educate and cultivate staff performance.

Proficiency with software systems and

applications relevant to the position, including, but not limited,

to the Microsoft Office suite, including Outlook, Word, PowerPoint,

and Excel. Advanced knowledge of call center analytics and data

interpretation.

Previous experience with call

center platforms, such as Five9, Teams, and / or RingCentral.

Preferred Qualifications

Bilingual in English and Spanish.

A minimum of two (2) years of program

development, project management or quality management experience.

Demonstrated success in managing complex

digital communications initiatives and projects , including

rollouts and maintenance of phone systems and digital scheduling

platforms.

Experience developing reports to

capture KPIs at an organizational, departmental, and individual

level.

Benefits : Competitive

Compensation

Competitive Time Off

Low-cost health, dental, vision & life

insurance

Tuition Reimbursement, Employee

Assistance program

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 :

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