Systems Analyst Call Center
Silver Spring, MD

Job Description

Under the direction of the Program Manager, the Systems Analyst/Call Center will be responsible to maintain and monitor various systems to support scheduling activity. These include daily operations and program builds of web-based scheduling application, consumer portal and provider portal. These responsibilities include maintenance of template calendar builds, system programming logic of the web-based applications, review and testing, and in-depth analysis of interface errors and the coordination of resolution with other departments. Responsible to assist with installing new applications, database builds and system logic, testing and modifying web-based application provided in the suite of SCI Solution software applications. Assist with the support of user applications and aid the Program Manager maintain a courteous yet professional line of communication with parents, patients, physicians, staff and the general public. Minimum Education

Bachelor's Degree

Specific Requirements and Preferences

Under the direction of the Program Manager, the Systems Analyst/Call Center will be responsible to maintain and monitor various systems to support

scheduling activity. These include daily operations and program builds of web-based scheduling application, consumer portal and provider portal.

These responsibilities include maintenance of template calendar builds, system programming logic of the web-based applications, review and testing,

and in-depth analysis of interface errors and the coordination of resolution with other departments. Responsible to assist with installing new

applications, database builds and system logic, testing and modifying web-based application provided in the suite of SCI Solution software applications. Assist with the support of user applications and aid the Program Manager maintain a courteous yet professional line of communication with parents, patients, physicians, staff and the general public. (Required)

Minimum Work Experience

2 years

Specific Requirements and Preferences

Healthcare registration and/or business office experience. (Required)

Required Skills/Knowledge

Excellent verbal and written communication skills.

Must be able to lead in problem-solving meetings and work group.

IT background and strong analytical skills.

Ability to recognize a problem and construct an effective solution compatible with overall company operations.

Capable of devising ways to accomplish a difficult purpose.

Demonstrate ability to plan, organize, and control to achieve results.

Understand details involved in bringing about successful implementation.

Observance of deadlines.

Functional Accountabilities

System Implementation and Development

1. Ensure updates to scheduling system are tested and documented for staff training.

2. Work with departments to enhance use of rules based logic to improve scheduling accuracy.

3. Work closely with trainers to incorporate changes into training documentation.

4. Work with external providers in regard to the physician portal.

5. Work with PR & Marketing and IT services in regard to the consumer portal.

6. Consult with users to determine best series of questions and rule needed to configure the application to meet user needs/requirements.

Scheduling

1. Timely and accurately update scheduling templates with additions, deletions, changes, etc.

2. Meet with departments to improve functionality of system.

Monitors Systems

1. Monitor system to ensure tables and admin tree are set up properly.

2. Act accordingly to correct defaults.

3. Quickly resolve system issues.

4. Develop reports as needed to help monitor scheduling activity and other statistical or management reporting needed by others.

5. With the assistance of the Call Center management help develop appropriate policies and procedures to insure the most effective and efficient use of technology with the department.

System Interface

1. Responsible to interface with vendor to maintain optimum system performance.

2. Responsible to make sure the interface to downstream systems are functioning correctly (STAR, PPM, Cerner, etc.).

Software Evaluations

1. Evaluate and test vendor-supplied software packages to determine compatibility with existing systems, ease of use and maintenance, and suitability for organization's overall needs and requirements.

End-User Support

1. Provide second-level SCI solution application support for various departmental users.

Organizational Accountabilities

Organizational Accountabilities (Staff)

Organizational Commitment/Identification 1. Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication 1. Demonstrate collaborative and respectful behavior

2. Partner with all team members to achieve goals

3. Receptive to others' ideas and opinions

Performance Improvement/Problem-solving 1. Contribute to a positive work environment

2. Demonstrate flexibility and willingness to change

3. Identify opportunities to improve clinical and administrative processes

4. Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility 1. Use resources efficiently

2. Search for less costly ways of doing things

Safety 1. Speak up when team members appear to exhibit unsafe behavior or performance

2. Continuously validate and verify information needed for decision making or documentation

3. Stop in the face of uncertainty and takes time to resolve the situation

4. Demonstrate accurate, clear and timely verbal and written communication

5. Actively promote safety for patients, families, visitors and co-workers

6. Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance