Telecommunication Operations Associate - Access Center Exempt; Non-Union

To provide technical guidance and input to the management USC Care's Access Center ("Access Center") and participates in fulfilling the Access Center's mission on a day-to-day basis as well as facilitate long term goals and objectives. The Telecommunication Support Associate is responsible for configuration, programming and administration of telephony and related systems as they pertain to the Access Center. The Telecommunication Support Associate collaborates with the Access Center Leadership to develop call flows based on scheduling protocols provided by USC departments and clinics supported by the Access Center.

The Telecommunications Support Associate is responsible for analyzing these scheduling protocols, translating them into appropriate programming/configuration and implementing them into the telephony and related systems to ensure that calls and contacts are routed correctly and appropriately. The Telecommunications Support Associate is responsible for creating and maintaining statistical reports for the Access Center and the departments/clinics supported by the Access Center.

Works closely with USC Keck Medicine IT Communications to design, implement, and maintain call handling flows as related to the ACD, PBX, and related systems as needed. Assists the Access Center Leadership as needed with ad hoc reporting requests and analysis.

• 1) System Coordination
  * To serve as the primary contact in the Call Center to set-up and troubleshoot any issues within the Access Center. Responsible for the preparation on own or in conjunction with a designated supervisor or member of the Access Center management team, the weekly and monthly reports on attendant/agent statistical standings to be given to the Manager and then shared with supervisor(s) for review with each Communication Representative.
  
  Maintain the systems historical documentation and be the primary contact with telephony Field Service if designated.
  * Work with the Communications Department regarding any and all paging issues as they relate to the interface with the Access Center call handling system and the institution wide paging system. Troubleshoot issues and prepare reports on issues as requested by the Director or Manager.
  * Keep the Manager of the Access Center current on any operational issues or concerns with the telephony system or staff performance concerns. Prepare for Access Center management team, historical call documentation to evaluate correct call handling procedure by staff member and prepare reports for the Manager as needed or to his designee.
  * Coordinate with the IT Department issues related to the telephony system and how it interfaces with other services within the institution. Be the primary contact for all software and hardware challenges and report to the Manager on complications and any delays. Make recommendations on upgrades, system enhancements, or new systems to best support the Access Center or provide enhanced support to the departments and clinics of Keck Medical Center.
  
  * Prepare individual staffing (agent or attendant) performance reports for Supervisors / Manager to ensure that procedures standards are being reviewed, allowing staff to be aware of their statistics compared to the benchmarks set forth in the Performance Monitoring System. Prepare monthly and annual assessment of agent and attendant performance measures for the Manager
  * To identify needs for information or services within the Access Center in order to accomplish organizational objectives or standards. To evaluate whether appropriate systems are in place to serve those needs and assist the Access Center Manager in the organization of the annual departmental work plan.
• 2) Develops and Maintains Reporting Systems
  * Under the general direction of the Access Center Manager, the Access Center Analyst analyzes the Access Center call flow requirements. Maintains the telephony system and all supporting systems. Utilizes information obtained from enterprise systems, create the reports necessary to supply the Access Center and supported departments with statistical data. The Analyst must be self-motivated, and able to perform the work functions without formal direction or supervision.
  
  * Monitor Real Time Displays, Observe DN outs, confirm when requested that all departments be logged in correctly and logged out at end of day. Track daily, weekly and monthly reports, all ACD groups, monthly reports on clinics rolled in to the Access Center on abandon and call volumes. Prepare for distribution reports to clinics as indicated by the Manager. Maintain agent log-ins for entire institution and assign as needed.
  
  * Monitor the daily call volumes of the Access Center. Tracking of 800 number volumes with respect to operating performance which are sensitive to customers, medical, non-medical personnel and outside supplier needs. Thus ensure the effective daily operations of the department as indicated by the Manager or assigned to another management team…