Patient Access Technology Engineer — CCaaS & IVR

Tryon Medical Partners; Charlotte (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Tryon Medical Partners seeks an Access Technology Engineer to own the patient front-door technology stack, including CCaaS, UCaaS, IVR, and self-service tools. You will coordinate with IT and vendors, ensure reliable operations, and own governance and reporting for patient access systems.

The role emphasizes design of intuitive call flows, queue governance, and performance analytics to support staffing and patient experience. Onsite onboarding is required, with potential for hybrid later.

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.
• Strong reporting and data skills; able to build dashboards and analyze call data independently.
• Working knowledge of contact center voice operations, number inventory and porting coordination, call quality troubleshooting, self‑service workflows, and healthcare system integrations; able to partner effectively with IT, infrastructure, carriers, and vendors on deeper technical issues.
• Healthcare contact center experience preferred.

Responsibilities

• Own the patient front door design and self-service experience, including IVR structure, prompts, language options, and after-hours handling.
• Build and maintain CCaaS queue structures, routing rules, priority/overflow logic, and UCaaS call paths affecting Patient Access workflows.
• Configure queue thresholds, wait treatments, callback rules, abandon safeguards, and other settings for a stable patient experience.
• Translate leadership expectations into clear system configuration, standards, and governance with measurable outcomes.
• Own Access Center technology reporting end‑to‑end: real‑time dashboards and historical reporting for leadership.
• Provide volume and pattern analysis to inform staffing models and forecasting.
• Test IVR, queue, and routing changes in controlled environments with test cases and rollback plans.
• Maintain configuration documentation as the system of record for the voice environment.
• Coordinate vendor work, track issues, releases, escalations, and follow-ups with leadership as needed.
• Own day‑to‑day technical coordination with Access technology vendors, including intake, prioritization, and SLA follow-up.

Skills

IVR design

Call routing

Dashboards

Data analysis

Vendor management

Healthcare context

Education

Bachelor's degree or equivalent experience

Tools

CCaaS

UCaaS

IVR

Self-service platforms

Reporting platforms

Workforce tools

Job description

Tryon Medical Partners seeks an Access Technology Engineer to own the patient front-door technology stack, including CCaaS, UCaaS, IVR, and self-service tools. You will coordinate with IT and vendors, ensure reliable operations, and own governance and reporting for patient access systems.

The role emphasizes design of intuitive call flows, queue governance, and performance analytics to support staffing and patient experience. Onsite onboarding is required, with potential for hybrid later.