{"id":635,"date":"2025-11-18T14:21:40","date_gmt":"2025-11-18T14:21:40","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=635"},"modified":"2025-11-18T14:21:43","modified_gmt":"2025-11-18T14:21:43","slug":"call-center-systems-administrator-five9-zendesk-health-tech","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/call-center-systems-administrator-five9-zendesk-health-tech\/","title":{"rendered":"Call Center Systems Administrator \u2013 Five9 &amp; Zendesk (Health Tech)"},"content":{"rendered":"\n<p>\u200bSprinter Health, a rapidly growing health tech startup focused on in-home care, is seeking a <strong>Call Center Systems Administrator<\/strong> to manage and optimize its patient-facing communication infrastructure. This is a <strong>6-month temporary employee role<\/strong> (with benefits and potential for conversion) focused on building patient-first systems that manage scheduling, support, and clinical escalations. The core mission is to <strong>design, optimize, and scale<\/strong> the call and support infrastructure to improve patient satisfaction and operational efficiency.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> <strong>Remote<\/strong><\/li>\n\n\n\n<li>\u200b<strong>Role Type:<\/strong> 6-Month Temporary Employee (with benefits)<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> <strong>4\u20137 years<\/strong> in <strong>Five9 system administration<\/strong> and call center platform management, with strong exposure to healthcare or patient engagement.<\/li>\n\n\n\n<li>\u200b<strong>Core Systems:<\/strong> <strong>Five9<\/strong> (telephony, IVR, ACD), <strong>Zendesk<\/strong> (CRM\/ticketing).<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Patient-first call flow design, system resilience, HIPAA compliance, and performance analytics using data tools.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200b<strong>Key Responsibilities: System Ownership and Patient Flow Design<\/strong><\/h3>\n\n\n\n<p>\u200bThe administrator is the owner of the communication platforms, responsible for translating clinical and patient needs into reliable technical workflows.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Systems Ownership:<\/strong> Administer, optimize, and support the <strong>Five9 telephony ecosystem<\/strong> and <strong>Zendesk<\/strong>, ensuring stable operations and seamless integrations.<\/li>\n\n\n\n<li>\u200b<strong>Patient-First Design:<\/strong> Design and maintain <strong>IVRs, ACDs, routing logic, and escalation workflows<\/strong> that specifically prioritize patient care and experience.<\/li>\n\n\n\n<li>\u200b<strong>Compliance &amp; Security:<\/strong> Uphold <strong>HIPAA standards<\/strong> and ensure the secure handling of <strong>PHI\/PII<\/strong> across all communication workflows.<\/li>\n\n\n\n<li>\u200b<strong>Analytics &amp; Reporting:<\/strong> Develop and maintain Five9 <strong>dashboards, wallboards, and scheduled reports<\/strong> for stakeholders, tracking metrics like CSAT, first-call resolution, and patient wait times.<\/li>\n\n\n\n<li>\u200b<strong>Performance &amp; Resilience:<\/strong> Monitor system performance, implement proactive measures to minimize incidents, and ensure service continuity.<\/li>\n\n\n\n<li>\u200b<strong>Collaboration:<\/strong> Work closely with Operations, Clinical, IT, and <strong>Growth Engineering<\/strong> to align call center technology with overall care delivery goals.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200b<strong>Required Skills and Metrics<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Technical Fluency:<\/strong> Hands-on expertise with <strong>Five9<\/strong> (IVR, ACD, reporting) and <strong>Zendesk<\/strong> (CRM, ticketing, automations).<\/li>\n\n\n\n<li>\u200b<strong>Data Fluency:<\/strong> Ability to write and optimize queries in <strong>Google BigQuery<\/strong> and design data visualizations\/dashboards in <strong>Kibana and Looker Studio<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Soft Skills:<\/strong> Strong problem-solving, collaborative attitude, and a passion for building communication workflows that improve patient and clinical efficiency.<\/li>\n\n\n\n<li>\u200b<strong>Influenced Outcomes:<\/strong> Directly impacts Agent productivity, <strong>Patient satisfaction (NPS, CSAT)<\/strong>, call routing accuracy, and system uptime.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u200bSprinter Health, a rapidly growing health tech startup focused on in-home care, is seeking a Call Center Systems Administrator to manage and optimize its patient-facing communication infrastructure. This is a 6-month temporary employee role (with benefits and potential for conversion) focused on building patient-first systems that manage scheduling, support, and clinical escalations. The core mission [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[1440,46,734,1098],"jobpost_job_type":[39],"jobpost_location":[],"jobpost_tag":[2987,2701,2989,2058,2144,2988,2990,81,2109],"class_list":["post-635","jobpost","type-jobpost","status-publish","hentry","jobpost_category-customer-success","jobpost_category-data","jobpost_category-support-service","jobpost_category-technical-services","jobpost_job_type-remote","jobpost_tag-call-center-administrator","jobpost_tag-five9","jobpost_tag-google-bigquery","jobpost_tag-health-tech","jobpost_tag-hipaa-compliance","jobpost_tag-ivr-acd","jobpost_tag-performance-analytics","jobpost_tag-remote","jobpost_tag-zendesk"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/635","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=635"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=635"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=635"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=635"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=635"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}