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Operations Support Analyst

Job ID: 4664464
Updated: August 16, 2018
Geographic Location: 
Department: Customer PreService
Full/Part Time: Full-Time
Shift: Days
Standard Hours: 40
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Job Summary

Operations Support Analyst: 

This position is located onsite with Mercy Health, a client of Ensemble Health Partners. To learn more about Mercy, click the link below to apply.

With little supervision, the Operations Support Analyst works directly with all levels of Customer Service and Revenue Cycle leadership.  The Operations Analyst is knowledgeable in Patient Financial Services technology, applications, systems and processes and will have ownership over one or more technologies / processes within Customer Service.  The Operations Specialist will manage the Customer Service command desk and provide coordination and support for departmental call systems, reporting and special projects as it relates to call center operations and problem resolution related to phones and systems.
Requires sound judgement, critical thinking, and independent decision making.


Provides service level and systems coordination managing the command center in Customer Service.  Functions as a resource for department technologies, hardware and software.   Monitors, coordinates and makes critical decisions regarding service levels, call flow, average speed of answer and abandon rate utilizing queues and the phone system.   Coordinates Customer Service Specialist schedules, non-productive time requests, PTO, and lunch / break coherence ensuring staff is within the guidelines for time off the phone.  Responsible for real-time decisions for phone coverage with call volume increases and decreases.
Escalates issues and concerns and partners with leadership to identify and resolve service level issues. Analyze and understand historical call volume data and staffing to forecast future requirements.
Leads the review, recommendation and implementation of metrics and reporting for Customer Service.  
Assists in strategic planning and performs ongoing process improvement evaluation. Completes benchmarking with other healthcare call centers.
Provides exceptional service to internal and external stakeholders.

Required Minimum Education: 4 year/Bachelors Degree

Combination of post-secondary education and experience will be considered in lieu of degree.

Certications in revenue cycle or finance preferred.


Minimum Years and Type of Experience:  Four years of experience in the healthcare industry is required. Minimum of four years of call center operations and management of telephony processses.
Other Knowledge, Skills and Abilities Required:  Experience in hospital operations, call center, systems application, compliance and customer service.  


Full-time, 40 hours per week, days, 9:30 a.m. to 6:00 p.m.

Equal Employment Opportunity

It is our policy to  abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a), prohibiting discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibiting discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.

About Us

This position will be a part of the revenue cycle team at Ensemble Health Partners - a wholly owned subsidiary of Mercy Health. Ensemble Health Partners specializes in providing revenue cycle solutions and creating real value for its clients by building relationships, reducing revenue cycle spend and delivering exceptional results. Ensemble partners with hospitals across the United States to make real and lasting improvements that impact the bottom line.

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