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Key Responsibilities:
- Use NICE CXone platform applications including Performance Management, Interaction Analytics, and ACD reporting.
- Administer and configure Patient Notify Portal for appointment communications and weather closures.
- Provide reports, dashboards, and KPI tracking at team and individual levels.
Requirements:
- Bachelor's degree in business, computer science, or equivalent field.
- 3 years contact center experience and 1 year reporting experience with NICE CXone or similar cloud solution.
- Advanced Excel skills including PivotTables, VLOOKUP, and data visualization.
Preferred Qualifications:
- Cloud Contact Center Reporting certification.
- Knowledge of ambulatory healthcare processes and clinic workflows.
Essentia Health
Essentia Health is a healthcare system dedicated to patient- and family-centered care across communities small and large. It operates with values of quality, hospitality, respect, and teamwork, and offers a supportive culture with flexible scheduling and wellness resources.