Access Technology Engineer

Access Technology Engineer

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.

This role is not eligible for full-time remote work. Candidates must be onsite 100% during onboarding to ensure a strong start. The potential to transition to a hybrid schedule may be considered.

Primary Job Responsibilities

Patient front door design and self-service

• 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.

Access Center routing and call flow governance

• 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.
• Reporting and analytics
• 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.

Testing and change management

• 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.

Vendor coordination and technical accountability

• 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

Contact center technology administration

• 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.

License optimization

• 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

Education and Experience

• Bachelor's degree or equivalent experience; 35+ 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.

Physical Requirements

• Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
• Must be able to lift and support weight of 35 pounds.
• Ability to concentrate on details.
• Use of computers for long periods of time.