SAC Analyst managing customer complaints and inquiries for Caixa Residencial. Collaborating with internal teams to ensure quality and resolution of issues.
About the role
- Call Center Systems Administrator optimizing communication systems at healthcare tech company. Ensuring seamless, reliable, and compassionate patient experiences across platforms.
Responsibilities
- Administer, optimize, and support Five9’s telephony ecosystem and Zendesk (CRM/ticketing), ensuring seamless integrations, stable operations, and high reliability.
- Design and maintain IVRs, ACDs, routing logic, and escalation workflows that prioritize patient care and experience.
- Work closely with Growth Engineering, Operations, Clinical, IT, and other teams to understand business needs and translate them into technical solutions, ensuring call center technology is aligned with care delivery goals.
- Monitor system performance, analyze call flows, and implement proactive measures to minimize incidents and ensure service continuity.
- Develop and maintain Five9 dashboards, wallboards, and scheduled reports for stakeholders to track call resolution rates, patient wait times, agent efficiency, abandonment rates, and satisfaction metrics (NPS, CSAT).
- Uphold HIPAA standards and ensure secure handling of PHI/PII across all communication workflows.
Requirements
- 4–7 years of experience in Five9 system administration and call center platform management, with strong exposure to healthcare or patient engagement workflows.
- Hands-on expertise with Five9 (call routing, IVR, ACD, reporting) and Zendesk (CRM, ticketing, automations).
- Ability to write and optimize queries in Google BigQuery, and design data visualizations/dashboards in Kibana and Looker Studio to support operational insights and reporting.
- Passion for building communication workflows that improve patient experience and clinical efficiency.
- Strong troubleshooting skills, with the ability to resolve technical issues quickly in a patient-facing environment.
- Skilled at leveraging Five9 reporting tools and APIs to build reports and dashboards that inform operations and leadership decision-making.
- Thrive in cross-functional teams, working with clinical staff, support agents, and technology partners alike.
- Familiar with HIPAA and best practices for handling sensitive healthcare data.
Benefits
- 100% medical, dental, and vision premiums covered (for you + your family)
- 401(k) matching
- Unlimited PTO and flexible hybrid schedule (3 days/week in-office)
- Generous parental leave: 4 months (birthing), 2 months (partner), fully paid
- Free daily lunch, stocked micro-kitchen, and coffee/tea bar
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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