Analyst, Technical Patient Service Center

If you are as passionate about helping those in need as you are about growing your career, consider AltaMed. At AltaMed, your passion for helping others isn’t just welcomed – it’s nurtured, celebrated, and promoted, allowing you to grow while making a meaningful difference. We don’t just serve our communities; we are an integral part of them. By raising the expectations of what a community clinic can deliver, we demonstrate our belief that quality care is for everyone. Our commitment to providing exceptional care, despite any challenges, goes beyond just a job; it’s a calling that drives us forward every day.

The Technical Analyst, Patient Service Center, plays a critical role in enhancing the efficiency, intelligence, and automation of our Contact Center operations. The Analyst serves as a key technical expert in the management, optimization, and continuous improvement of tools, including Virtual Agent, Auto Copilot, AI Summarization, Voice Analytics, and Omnichannel workflows. The Analyst is responsible for leveraging data, insights, and system configurations to deliver a seamless, consistent, and high-quality experience for both patients and agents. The Analyst ensures effective workforce planning, supports real-time queue management, and partners closely with IT/Telecom and operational stakeholders to align technology capabilities with strategic goals for patient engagement and performance improvement.

• Bachelor's degree or equivalent combination of education and work experience.

• Minimum of 2 years of relevant experience with Contact Center Customer Service metrics and/or analytics.

• Workforce Management experience is preferred.

• Hands-on experience with AI or automation tools such as NICE platform tools (Virtual Agent, AI Summarization, Auto Copilot, etc.) preferred.

• Project Management or technical implementation experience is preferred.

• Project Timeline experience is preferred.

• Demonstrated experience in one or more of the following areas: leadership, contact center operations, customer service, project management, analytics, or other related disciplines.

• Leadership, Contact Center Customer Service, Project Management, or a background in Analytics.

• Workforce Management Software experience preferred; NICE, IEX, Kronos, Genesys, Blue Pumpkin, TCS, or any WFM-related software.

AltaMed Health Services Corp. will consider qualified applicants with criminal history pursuant to the California Fair Chance Act and City of Los Angeles Fair Chance Ordinance for Employers. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if AltaMed Health Service Corp. is concerned about a conviction directly related to the job, you will be given a chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.