Position Title: Patient Engagement Analyst (Contact Center/Five9)
Length of Contract: 12 months
Location/Site: Mettawa, IL
Hybrid Onsite Schedule: Tues, Wed, Thursday in office
What are the top 3-5 skills requirements should this person have?
- Five9 platform experience - hands-on contact center telephony platform experience, specifically Five9. Will consider other telephony platform experience
- IVR/IVA design knowledge - familiarity with call flow logic and voice automation design principles.
- Analytical skills - ability to work with call metrics/data (routing accuracy, containment, abandonment rates) to identify trends and troubleshoot.
- Cross-functional collaboration - ability to work with call center operations, IT, and vendor partners.
- Neustar familiarity (preferred) - or comparable caller ID/fraud mitigation/telephony data platform experience.
Role Summary:
The Patient Engagement Analyst supports the operational performance, configuration, and continuous improvement of client's telephony and voice automation platform with a primary focus on Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) operations. This role ensures reliable, compliant, and patient-friendly voice experiences across call center and patient services channels.
Core Responsibilities:
- Manage day-to-day operations of IVR and IVA workflows on the Five9 platform, including configuration updates, call flow logic, and routing rules.
- Monitor platform performance (call routing accuracy, containment rates, abandonment, latency) and troubleshoot operational issues.
- Partner with call center, intake center, and field support teams to translate business/patient experience needs into IVR/IVA design changes.
- Support testing, QA, and validation of IVR/IVA changes prior to production release.
- Maintain documentation of call flows, configurations, and change history for audit and governance purposes.
- Coordinate with vendors on platform issues, enhancements, and roadmap items.
- Track and report on IVR/IVA KPIs to stakeholders.
- Support compliance considerations relevant to telephony operations.
Qualifications:
- Experience with contact center telephony platforms; hands-on experience with Five9 or similar required.
- Experience with Neustar (or comparable caller ID/fraud mitigation or telephony data platforms) preferred.
- Familiarity with IVR/IVA design principles and call flow logic.
- Strong analytical skills - comfortable working with call metrics/data to identify trends and issues.
- Ability to work cross-functionally with call center operations, IT, and vendor partners.
- Experience in healthcare, pharma, or patient services environments a plus.
Nice-to-Haves:
- Experience with conversational AI / natural language IVA platforms (e.g., NLP-driven virtual agents).
- Familiarity with Salesforce Health Cloud or Life Science Cloud environments, given adjacency to your broader platform ecosystem.
- Prior experience in a regulated industry (healthcare, financial services) with compliance-aware telephony operations.
Experience Level = 3-5 Years
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Spectraforce Technologies
Sep 22, 2026