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System Administrator_Call Ctr App

Company: Renown Health
Location: Reno
Posted on: June 12, 2021

Job Description:

Position Purpose:

Under the direction of the Self Pay Call Center Director the Application Administrator is responsible for the design, implementation, and management of the various call center application components. This position works with business leaders and IR specialists in the units to provide solutions that meet overall functional needs relating to technology and application systems. Also ensure timely resolution of technical problems and application performance issues through working with other members of the teams.

This administrator will build and develop screen and document layouts to support business decisions and will implement outbound campaigns with optimum workflows for all members of the contact centers and as directed by the business leaders. Participates in providing solutions and on-going support to support business and clinical needs.

This position will be focused on the contact center software and supporting devices/software; and will also help provide leadership to ensure cross coordination between all IT resources and other areas of the Company in order to optimize investments in application and technical solutions.

This position is responsible for maintaining departmental standards of excellence as established by Renown Standards of Conduct. Nature and Scope:

The Call Center Application Administrator works directly with the customers to design and develop automated solutions for departmental and functional requirements at optimal levels. This includes:

  • Identify and resolve complex problems, both within a team and individually, with a focus on root cause analysis and increasing stability.
  • System design, development, documentation, training, maintenance, screen design, system flows, and recommendations.
  • The Call Center Application Administrator will ensure optimum screen/document layout build data elements, modify databases, participate in providing solutions, and on-going support to departments to help resolve business needs.
  • Develop and maintain change control documentation
  • Determines where system can support operational objectives through management, monitoring and reporting of system results
  • Work with Renown Telecom staff to develop call routing strategies
  • Manage scripts on existing call center and assist in changes to scripts with Call Center management
  • Recommends controls by identifying problems and writing improved procedures.
  • Required to provide new user set up, password resets and access on the system for departments across the health system.
  • Ensure leadership is kept aware of deficiencies, educational opportunities for optimal performance.
  • Function as an internal consultant to provide analysis and support to departments of Renown Health entities including providing reporting and data as required.
  • Acts as technical liaison between users and third party application product providers.

This position operates with a great deal of autonomy and requires a great deal of skill in small-scale project management.

KNOWLEDGE, SKILLS & ABILITIES:

  • Possesses the knowledge regarding the importance of specific attention to detail and its financial impact and accountability.
  • Knowledgeable regarding information technology support for workflows and information analysis.
  • Adopts a philosophy consistent with the Renown Health Standards of Conduct.
  • Excellent oral and written communication skills required.
  • Strong analytical problem solving skills, as well as the ability to work and communicate effectively with other departmental staff and management.
  • Ability to coordinate activities and outcomes with health system team members across departments to effect change required.
  • Ability to analyze and interpret data, and control deficiencies.
  • Ability to schedule, meet and maintain daily and monthly routines and maintain integrity of data.
  • Ability to meet deadlines.
  • Maintains user confidence and protects operations by keeping information confidential.
  • Strong organizational skills.
  • Knowledge and commitment to perpetual quality improvement processes and methodology.
  • Contributes to team effort by accomplishing related results as needed.
  • Maintains professional and technical knowledge by reviewing professional publications/documentation as necessary.

This position does not provide patient care. The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job. Minimum Qualifications: Requirements - Required and/or Preferred Education: Bachelor's degree in Computer Science, Management Information Systems, Business, or equivalent experience in the healthcare field preferred. Must have working-level knowledge of the English language, including reading, writing and speaking English. Experience: Experience with Avaya/Nortel PBX , Avaya Aura Contact Center, CC6 or Symposium Call Center expertise is desirable. Experience with predictive dialer and call recording highly desirable.

Minimum of two years experience with call center applications as a technical specialist, application designer or programmer. Preference will be given to individuals with experience in healthcare systems. License(s): None Certification(s): Computer / Typing: Must be proficient with Microsoft Office Suite, including Outlook, Power Point, Excel, Word, Access, and Visio and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. Typing: 45+ words per minute.

Keywords: Renown Health, Reno , System Administrator_Call Ctr App, Other , Reno, Nevada

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