Business Analyst / Contact Center Program

RESPONSIBILITIES:

Kforce has a client seeking a Business Analyst / Contact Center Program in New York, NY. The Contact Center project includes a new centralized Cisco contact center solution that will provide improved patient service starting with the centralization of a multi-channel Patient Appointment Contact Center, a consistent business self-managed scripting tool and a Nurse Advice service for all patients. Summary: The centralized Contact Center will require a full-time Business Analyst to ensure all business requirements have been documented and approved by the Business and IT Stakeholders and Sponsors. The Business Analyst will interview business, document requirements, prepare use cases and facilitate the User Acceptance Testing. Consultant will assist with business KPIs, methods of reporting to reflect results and will assist with technological enhancements that will meet those KPIs. Consultant will interface with all levels of management, project team both internally and externally including all associated vendors. Responsibilities:

• 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 IT regarding go-live requirements
• Develop policies and procedures for go-live implementation

Job Requirements:

REQUIREMENTS:

• Bachelor’s degree and/or Healthcare experience is required
• 5+ years of experience with project management practices and processes; The ideal

candidate has extensive experience in customer-facing roles

• Requires strong writing and reading comprehension skills as well

as excellent business etiquette; Strong end-user communication to include creating curriculum and provide training as required

• Excellent computer skills, including comfort with to Microsoft applications including

PowerPoint, Excel, Word, and Outlook and willingness to learn new customer relations and information management systems

• Applications include the scripting application and the recording and performance applications are the main focus for this position

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.