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Connection Center Technology Specialist

Dignity Health Medical Group Phoenix, Arizona
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The posted compensation range of $30.55 - $44.30 /hour is a reasonable estimate that extends from the lowest to the highest pay CommonSpirit in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. CommonSpirit may ultimately pay more or less than the posted range as permitted by law.

Requisition ID 2025-412887 Employment Type Full Time Department Central Scheduling - Primary Care Hours/Pay Period 80 Shift Day Weekly Schedule Monday- Friday between 7am-6pm EST Remote Yes Category Business Development

Responsibilities

The Connection Center Business Analyst is responsible for the administration and support of the LiveOps Connection Center Telephony platforms (UCCE/Zoom) and other system applications including CRM, EHR, and Google Workspace. This role involves analyzing business needs, gathering customer requirements, leading focus groups for the design and configuration of call flows and other customer interaction channels, and managing project implementation and documentation. The goal is to enhance the efficiency of Connection Center operations, service delivery, and overall financial performance.

Daily responsibilities include managing the ticketing queue, monitoring customer incident chats, and supporting Connection Center management reporting. The analyst fosters a culture centered on human kindness and patient-focused care, in alignment with Dignity Health and the medical group’s values.

The role also includes comprehensive system management—performing analysis, design, development, and documentation of analytics and reports. The analyst must understand the business impact of technical issues, enabling them to accurately assess incident severity and coordinate with IT teams to resolve a wide range of technical problems. This includes support across Telephony (UCCE/Zoom), Salesforce, EHR systems, and other third-party applications used within the Connection Center.

  • Responsible for managing and administering the Connection Center Telephony (UCCE/Zoom) and other Systems platform to ensure Connection Center service  delivery operational goals are met.
  • Partners with the business to enhance the Connection Center Telephony (UCCE/Zoom) platform functionality in the following areas:  Telephony call routing; Routing of other communication channels / work items including voicemail, email, CRM(Saleforce)  work item, SMS text, chats, and call back requests in the Connection Center platform; Call recording; Speech and  text analytics; Workforce management integration; Reporting and dashboard
  • Acts as a support liaison with Connection Center Telephony (UCCE/Zoom) platform, other Connection Center technology vendors,  corporate IT functions, ensuring that the organization's needs are met in a timely and accurate manner.
  • Day to day interactions with user community and works consistently with all levels of the Business and IT  Stakeholders as it relates  to Project Support, Incident Management, Request fulfillment, Problem Management and Project Delivery of medium to highly complex enterprise scale projects. Seeks opportunities for improvement in adherence to OLA's and  Customer Satisfaction. 
  • Maintaining the ticket queue, incident chats and resolving/escalating as needed.Possesses a deep knowledge of all aspects of desktop and application services used within Connection Center.
  • Act as liaison between Connection Center and  other team (Network, IT,Telephony, Vendors) in resolving customer issues on individual and large scale.

Qualifications

Minimum:

  • CompTIA A+ Certification (A-PLUS)

  • Minimum three years of related work experience or equivalent training education

  • 2-4 years of experience in the service industry

Preferred:

  • Associates Degree in Information Technology
Overview

Hello humankindness

Dignity Health Medical Group is the employed physician group of Dignity Health Arizona. Dignity Health Medical Group (DHMG) employs approximately 200 providers and 500 support staff that cover a wide variety of specialties. The medical group has had tremendous success over the past few years and now provides more than 73 sub-specialty services. The physicians provide clinical services in their areas of specialty and many serve in pivotal academic research and leadership roles.DHMG is also heavily involved in preparing tomorrow's healthcare providers. Clinical services are complemented with translational and bench research to augment medical education for residents and students.

If you are committed to social justice, health equity, and prepared to deliver care in new, innovative ways, you belong with us.

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CommonSpirit Health™ is an Equal Opportunity/Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law. For more information about your EEO rights as an applicant, please click here.

CommonSpirit Health™ will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c). External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances. If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA). CommonSpirit Health™ participates in E-Verify.