AI Communications Analyst III - Duke Health Technology Solutions - Durham
Duke University Health System
Location: Durham, North Carolina
Internal Number: 229995
The IT Analyst for AI Communications couples knowledge of existing communications systems (S MS, VOIP, IVR, and Chat) as well asoversees the development of content and services from start to finish to ensure they meet the clien ts'needs and preferences on the new AI communications service platform . This includes responding to user tickets, building communicatio n workflows, assisting with reporting, and collaborating with he alth system departmental leads to understand and anticipate their needs and translate them into service requirements.
Create usage and inventory reports with various tools
Performs analysis, research, problem duplication, troubleshooting and identifies potential resolutions for AI Communication service issues
Investigate system performance issues to improve the reliability, maintainability, and performance of the system
Evaluate and test new workflows and coordinate release windows for updates
Maintain documentation related to application administration and operations
Assist with maintaining a service road map based on AI Communications strategy
Managing feature and request backlog and prioritizing them based on changing requirements
Overseeing all stages of service design and development
Developing patient experience stories
Assist with monitoring and evaluating platform progress at each stage of the process
Liaising with IT team and end-users to deliver updates
On-call application support including afterhours and weekends
Desired Skills and Knowledge
Experience working with and deploying industry standard communication services
ACD, IVR call flows
SMS based communications
Chat based workflows
Call Center deployments
Some experience with web development and programming
Web flow knowledge and making API calls
Integrating two systems making web calls, including API
Experience in application support and flexibility to support tasks such as: System administration, system monitoring, log review and software installation
General IT experience with healthcare industry
General knowledge of EHR systems
Data compliance standards (HIPAA)
Ability to adapt and be proactive to the quick dynamics of technology shifts based on requirements and technical solutions
Experience with cross-functional teamwork and project management activities
Excellent problem solving, analytical, and technical troubleshooting skills
Prioritization skills, ability to manage multiple projects concurrently, and work independently
Ability to work on a flexible schedule
Strong technical research and documentation skills
Able to communicate effectively with non-technical staff and with members of interdisciplinary teams
Bachelor's degree in a related field - preferred in Computer Science, Mathematics or related - or four years of equivalent technical experience required.
Four years of related experience is required.
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.