Patient Access Tech Engineer: CCaaS & IVR Expert

tryonmedicalpartners; Charlotte (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Tryon Medical Partners seeks an Access Technology Engineer to own patient front-door technology, design self-service flows, manage CCaaS routing, and coordinate with IT and external vendors. The role ensures reliable, governed access tech that aligns with patient access operations.

Onsite onboarding is required, with potential for a hybrid schedule later. The ideal candidate has 3–5+ years in contact center/telephony tech, strong reporting skills, and hands-on experience with CCaaS/UCaaS, IVR,

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, reporting platforms, or related integrations.
• Demonstrated ownership of IVR, routing, queue design, and call flow governance in a multi-queue environment.
• Strong reporting and data skills; able to build dashboards and analyze call data independently.

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.
• 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.
• 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.
• Provide volume and pattern analysis that informs staffing models and forecasting.

Skills

CCaaS

UCaaS

IVR

Reporting

Vendor coordination

Education

Bachelor's degree or equivalent experience

Tools

CCaaS platform

UCaaS platform

IVR systems

Call routing tools

Job description

Tryon Medical Partners seeks an Access Technology Engineer to own patient front-door technology, design self-service flows, manage CCaaS routing, and coordinate with IT and external vendors. The role ensures reliable, governed access tech that aligns with patient access operations.

Onsite onboarding is required, with potential for a hybrid schedule later. The ideal candidate has 3–5+ years in contact center/telephony tech, strong reporting skills, and hands-on experience with CCaaS/UCaaS, IVR,