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VOIP Admin

Company: Collaborative Imaging
Location: Plano
Posted on: January 15, 2022

Job Description:

What is Collaborative Imaging?

We are a team of forward-thinking physicians and business experts that came together to form a Radiologist owned alliance. With expertise in the RCM sector of healthcare, and driven by tech that utilizes machine learning, artificial intelligence, and other proprietary applications, our goal is to combat the growing threat of consolidation in Radiology, physician burn-out, and operational inefficiencies plaguing physicians and independent practices. With our help, our partners can focus on what is important - patient care.

You will join a team that is passionate about our mission, are experts in their fields, and value innovation that moves the needle for our partners and industry. If what we are doing excites you, we would love to talk to you. Come work with us!

What we are looking for

The UCaaS, and VOIP Systems Administrator duties include platform administration of the CCaaS platform. This comprises standardization and customized process flow requirements, creating new inbound/outbound campaigns, IVRs, and external system connectors. Uploading & downloading files into and from the calling platform, campaign monitoring, reporting, and providing the Director of the Enterprise Contact Center and call center managers with insight into performance and improvement opportunities. Administrators will be cross-trained to understand the company, trends, customer service expectations, workforce management, and other aspects relevant to the decision-making process of the business. You will be reporting to the Director of Network Services.

Your responsibilities

  • Administer CCaaS and company VOIP systems
  • Build, customize and maintain all IVR scripts
  • Create, maintain, and manage dialing lists as required by Call Center capacity
  • Manage performance of the overall system, provide monitoring of dropped calls, abandoned rates, and other metrics deemed necessary to optimize call handling processes
  • Respond to user-reported issues via existing ticket system and process; troubleshoot with Call Center Agents and Supervisors experiencing problems or inefficiencies
  • Explore and expand on the existing calling platform for automation and integration opportunities
  • Work with 1st party systems for integration to include building API's, auto dispositioning, and Computer Telephony Integration (screen pops)
  • Create and implement new campaigns as required by operations and marketing
  • Manage recorded audio messages for Intelligent Voice Routing (IVR) announcements
  • Communicate with management daily to define, monitor & implement strategies and initiatives
  • Generate reports; configure report automation and scheduling as necessary
  • Carry out other daily tasks associated with ensuring the Company's ongoing success with use and effective application of the Call Center Telephony platform and Company's VOIP systems
  • Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
  • Performs other duties that may be necessary or in the best interest of the organization.

    You are
    • Effective written and oral communication skills
    • Ability to lead, inspire, motivate, and engage a call center team of on-site and remote-based employees
    • Interpersonal savvy and detail-oriented
    • Ability to work well in a team environment
    • Professional attitude and demeanor
    • High level of critical thinking and reasoning skills
    • Strong analytical and problem-solving skills
    • Ability to manage multiple projects and results-driven
    • Successfully execute deliverables and meet deadlines
    • High degree of versatility and flexibility

      You have
      • Associates degree or other relevant experience
      • Preferred knowledge of Ring Central / Incontact software and IVR/VRU & ACD functionality
      • Professional administration experience with VOIP Telephony systems required
      • Previous experience as an IVR/Dialer Admin
      • Incontact Contact Center Design a plus, training will be provided
      • Knowledge of Call Center operations
      • Patient Experience Center or Call Center Technology and telephony systems
      • Healthcare environment strongly preferred
      • Prior experience working with a team of remote call center employees is preferred

        We offer
        • Competitive compensation packages---
        • Paid vacation and sick time---
        • Flexible work schedules---
        • Education and professional development stipend
        • Health, dental, and vision benefits, with employer HSA contribution
        • Long-term, short-term, and life insurances
        • 401(k)---
        • This is a Remote Position*

          Collaborative Imaging provides equal employment opportunities for all applicants and employees. All qualified applicants will be considered regardless of an individual's race, color, sex, gender identity or expression, religion, age, national origin, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, military or veteran status, or any other basis protected by federal, state or local laws.---If you cannot submit your application due to a disability, please contact us; we will reasonably accommodate individuals with disabilities to the extent required by applicable law.

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Keywords: Collaborative Imaging, Plano , VOIP Admin, Administration, Clerical , Plano, Texas

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