Automation and Experience Analyst

Midwest Physicians Administrative Services, LLC dba Duly Health and Care; Highland Oaks (GA); On-site; USD 68,000 - 102,000; Full time

Job summary

Duly Health and Care is seeking an Automation and Experience Analyst to optimize both technology and process initiatives within the call center. The role focuses on automating agent assistance, improving patient and physician experience, and driving data-driven improvements across Epic and Five9 platforms.

You will own UAT, release readiness, and ongoing training while collaborating with IT, product teams, and clinicians to ensure accurate configurations and measurable outcomes.

Qualifications

• 1+ year of healthcare contact center operations experience.
• Ability to build relationships with physicians and clinical teams.
• Experience with AI or automation tools in healthcare contact centers.
• Strong analytical, problem-solving, and process improvement skills.
• Excellent documentation, organization, and communication.
• Experience with QA, workflow analysis, and system validation.
• Cross-functional collaboration and multi-priority management.

Responsibilities

• Manage and enhance automated agent tools to improve efficiency and experience.
• Gather physician input, address escalations, and drive improvements.
• Document and maintain knowledge base for automated workflows.
• Conduct quality reviews of automated interactions for accuracy and compliance.
• Analyze performance data to identify trends and opportunities.
• Monitor ticketing system for errors; investigate root causes and fix.
• Collaborate with developers, product teams, and vendors on configurations.
• Own design and configuration of call center capabilities (routing, IVR, reporting).
• Lead UAT, validation, and release readiness for new features.
• Provide training and ongoing education on tools and processes.
• Support post-implementation hypercare and continuous refinement.
• Partner with teams for testing and cross-functional improvement.
• Own call center process changes and communications.

Skills

Healthcare CC ops

Relationship building

AI / automation tools

Analytical skills

Documentation & org

QA & validation

Cross-functional collaboration

Tools

Five9

Epic Cheers

Epic EMR

Reporting & Analytics

Job description

Automation and Experience Analyst

Reports to: Executive Director, Call Center

Location: Downers Grove, Illinois

Serves Duly's internal and external customers by planning, implementing, and evaluating both technology solutions and non-technology process initiatives. These efforts transform patient access and call center operations through technology-driven solutions that enhance efficiency, improve accuracy, and increase physician and patient satisfaction.

Essential Duties & Responsibilities

Manage and enhance automated agent assistance tools to support operational efficiency and elevate physician and patient experience. Build strong relationships with physicians and clinical leadership to gather preferences, address escalations, and drive feedback-based improvements. Maintain comprehensive documentation and a standardized knowledge base for all automated assistance workflows and guidelines. Conduct quality reviews of automated assistance interactions to ensure accuracy, compliance, and alignment with expectations. Analyze performance data to identify trends, improvement opportunities, and measurable outcomes tied to automated assistance. Monitor the ticketing system for reported errors or complaints; investigate, determine root cause, and implement corrective actions. Collaborate with developers, product teams, and vendors to maintain system accuracy, validate configurations, and support enhancements. Own the design and configuration of call center platform capabilities (e.g., routing, IVR, reporting) with a strong operational focus, ensuring solutions support frontline efficiency and the patient experience. Partner with Epic and IT teams to configure, test, and support Epic Cheers and related Epic workflows that impact contact center and scheduling operations. Build and maintain Five9 reporting, including queue, agent, and IVR-level dashboards, to track performance metrics and support data-driven decision-making. Lead UAT, validation cycles, and release readiness for new or updated call center features, serving as the primary point of ownership for operational questions and support related to the call center platform and automated features. Provide training and ongoing education for staff on tool functionality, best practices, and process updates, as needed. Support post-implementation hypercare, ongoing monitoring, and continuous refinement of call center platform and automated assistance tools. Partner with other teams to support testing, data reviews, and cross-functional improvement efforts as needed. Own call center process and change management, including vetting all process change requests, maintaining supporting documentation, and disseminating information to all interested parties to ensure smooth, well-communicated transitions.

Knowledge, Skills, and Abilities / Education and / or Certification / Licence

• Minimum 1 year of experience in healthcare contact center operations, physician support, or performance improvement
• Proven ability to build strong relationships with physicians and clinical teams
• Demonstrated experience with AI or automation tools in a contact center or healthcare environment
• Strong analytical, problem-solving, and workflow improvement skills
• Excellent documentation, organization, and communication skills
• Experience with quality assurance, workflow analysis, and system validation
• Ability to collaborate cross-functionally and manage multiple priorities in a dynamic environment

Experience

• Experience with Five9 or similar contact center systems
• Exposure to AI Agent Assist, speech analytics, or real-time guidance tools
• Familiarity with Epic EMR, including Epic Cheers, or other healthcare information systems
• Experience building or maintaining Five9 reporting and analytics for queue, agent, and IVR performance
• Prior experience in call center training, process improvement, and change management
• Experience in training or performance enablement roles
• Understanding of technology/process improvement lifecycle management (design, deploy, tune, maintain)

Compensation

The compensation for this role includes a base pay range of $67,953.60 - $101,930.40, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

People. Purpose. Care. At Duly Health and Care, we believe healthcare works best when it’s personal, connected, and led by people who truly care. We are a physician‑led medical group built on trusted relationships, teamwork, and a shared commitment to putting patients first in every decision we make. Our team members are caregivers, collaborators, problem‑solvers, and leaders. Together, we show up with compassion, act with purpose, and take ownership of the care we deliver and the experience we create. Whether you’re caring directly for patients or supporting the teams who do, your role matters here, and your voice is valued. We listen with intention, work as one, and challenge ourselves to keep improving, not for recognition, but because our patients, families, and communities count on us. Innovation at Duly isn’t about chasing what’s next for its own sake. It’s about finding better ways to deliver high‑quality, affordable, and accessible care, today and into the future. If you’re looking for meaningful work, supportive teammates, and the opportunity to help shape the future of care while staying grounded in compassion and community, you’ll find your place at Duly.