Healthcare Business Analyst, Contact Center Program Consultant

posted on February 9, 2021

Job Description

Location: New York, NY

Duration: 6 months


  • Interview executive and medical staff members, the call center leads and the call handling associates
  • Transcribe the current processes including lead managers’ reporting processes and metrics
  • Include a traceability and create use cases, test scripts and facilitate the User Acceptance Testing for business acceptance of any/all requirements brought forward
  • Understand and contribute as a project team member with regards to the contact center Cisco solution including IVR call flows, scripting application, speech recognition, voice and screen recording, workforce management, screen pops, softphone and reporting
  • Support IT and staff readiness to provide the appropriate end user training
  • Serves as liaison with vendors and Client IT regarding go live requirements
  • Develop policies and procedures for go live implementation


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