Access Technology Engineer

About the role

Owns the build, configuration, performance, technical coordination, and ongoing maintenance of the technology that supports Tryon’s patient front door, including telephony, self-service, IVR, routing, call handling, reporting, workflow integrations, and Access Center platforms. This role creates dedicated Patient Access ownership for the systems and technology operations that support phone access and self-service. This includes clear ownership of CCaaS and patient-facing voice workflows, with shared coordination on UCaaS components that directly affect Patient Access operations. This role partners closely with IT/Infrastructure and external vendors to ensure Access technology is well-governed, coordinated, reliable, and aligned to patient access operations. IT/Infrastructure remains accountable for enterprise voice architecture, security, network reliability, devices, carrier coordination, provisioning standards, and broader enterprise UCaaS governance.

Responsibilities

• Own the patient-facing call flow and self-service experience, including IVR menu structure, prompt content, language options, self-service paths, callback offers, and after-hours/holiday handling
• Design simple, intuitive pathways that reduce menu depth, misroutes, transfers, and patient frustration
• Maintain prompt recording standards and the change log for every published IVR revision
• Build and maintain CCaaS queue structure, routing rules, priority and overflow logic, agent groups, escalation paths across Access Center functions, and Access-related UCaaS call paths that directly affect Patient Access workflows
• Configure and tune queue thresholds, wait treatments, callback rules, abandonment safeguards, and other settings that keep the patient experience stable and manageable for the team
• Translate Access leadership expectations into clear system configuration, standards, and governance so changes are intentional, documented, and measurable
• Own Access Center technology reporting end to end: real-time dashboards for supervisors and historical reporting for leadership
• Report on service level, average speed to answer, abandonment rate, handle time, occupancy, adherence, first-call resolution, and containment
• Reconcile telephony data with scheduling and referral outcomes so call performance ties to access and conversion results
• Provide volume and pattern analysis that informs staffing models and forecasting
• Test every IVR, queue, and routing change in a controlled environment before production release, with documented test cases and rollback plans
• Execute pre-launch validation for new clinics, service lines, phone numbers, and campaigns
• Run post-change verification and monitor performance for a defined stabilization window
• Maintain configuration documentation as the system of record for the voice environment
• Serve as the day-to-day technical contact for Access technology vendors, ensuring open issues, releases, escalations, and follow-up actions are tracked and driven to closure
• Provide technical input and recommendations to the Director, Access Enablement on vendor performance, roadmap needs, implementation readiness, and escalations requiring leadership or executive support
• Coordinate vendor work against approved Access priorities, including reliable phone access, self-service adoption, measurable performance improvement, operational readiness, and patient experience
• Own day-to-day technical coordination with Access technology vendors, including intake, prioritization, vendor meetings, ticket escalation, release readiness, SLA follow-up, license posture, spend visibility, issue resolution tracking, and coordination across current or future telephony, self-service, reporting, and workflow platforms
• Own the operational configuration and cleanup of the Patient Access contact center technology stack: CCaaS platform setup, number inventory and porting coordination, call routing, call recording configuration, workforce and reporting integrations, self-service and digital entry points, and Access-related disaster recovery/failover requirements
• Serve as the technical and operational escalation point for Access technology incidents; partner with IT on network, voice quality, user access, phones, headsets, devices, security, and call reliability.
• Partner with IT on enterprise UCaaS architecture, carrier management, device standards, security, provisioning, and call reliability standards
• Maintain the license inventory and true-up cycle; reclaim unused and duplicate licenses
• Right-size license tiers to actual usage and role requirements, and forecast license demand against hiring plans
• Deliver a recurring cost-per-seat and utilization review with doc

Qualifications

• Bachelor's degree or equivalent experience; 3–5+ years administering contact center, telephony, patient access, or customer support technology platforms
• Hands-on configuration experience with contact center and patient access technology platforms, including telephony, CCaaS, UCaaS, IVR, self-service tools, workforce tools, reporting platforms, digital access tools, or related integrations
• Demonstrated ownership of IVR, routing, queue design, and call flow governance in a multi-queue environment