Automation and Experience Analyst

If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.

At Duly Health and Care. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.

With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance. • Access to a mental health benefit at no cost. • Employer provided life and disability insurance. • $5,250 Tuition Reimbursement per year. • Immediate 401(k) match. • 40 hours paid volunteer time off. • A culture committed to community engagement and social impact. • Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

Automation and Experience Analyst

Reports to: Executive Director, Call Center

Location: Downers Grove, Illinois

Serves Duly’s internal and external customers by planning, implementing, and evaluating both technology solutions and non‑technology process initiatives. These efforts transform patient access and call center operations through technology‑driven solutions that enhance efficiency, improve accuracy, and increase physician and patient satisfaction.

Essential Duties & Responsibilities

• Manage and enhance automated agent assistance tools to support operational efficiency and elevate physician and patient experience.
• Build strong relationships with physicians and clinical leadership to gather preferences, address escalations, and drive feedback-based improvements.
• Maintain comprehensive documentation and a standardized knowledge base for all automated assistance workflows and guidelines.
• Conduct quality reviews of automated assistance interactions to ensure accuracy, compliance, and alignment with expectations.
• Analyze performance data to identify trends, improvement opportunities, and measurable outcomes tied to automated assistance.
• Monitor the ticketing system for reported errors or complaints; investigate, determine root cause, and implement corrective actions.
• Collaborate with developers, product teams, and vendors to maintain system accuracy, validate configurations, and support enhancements.
• Own the design and configuration of call center platform capabilities (e.g., routing, IVR, reporting) with a strong operational focus, ensuring solutions support frontline efficiency and the patient experience.
• Partner with Epic and IT teams to configure, test, and support Epic Cheers and related Epic workflows that impact contact center and scheduling operations.
• Build and maintain Five9 reporting, including queue, agent, and IVR-level dashboards, to track performance metrics and support data-driven decision-making.
• Lead UAT, validation cycles, and release readiness for new or updated call center features, serving as the primary point of ownership for operational questions and support related to the call center platform and automated features.
• Provide training and ongoing education for staff on tool functionality, best practices, and process updates, as needed.
• Support post-implementation hypercare, ongoing monitoring, and continuous refinement of call center platform and automated assistance tools.
• Partner with other teams to support testing, data reviews, and cross-functional improvement efforts as needed.
• Own call center process and change management, including vetting all process change requests, maintaining supporting documentation, and disseminating information to all interested parties to ensure smooth, well-communicated transitions.

KNOWLEDGE SKILLS AND ABILITIES / EDUCATION and / or CERTIFICATION/LICENSURE:

• Minimum 1 year of experience in healthcare contact center operations, physician support, or performance improvement
• Proven ability to build strong relationships with physicians and clinical teams
• Demonstrated experience with AI or automation tools in a contact center or healthcare environment
• Strong analytical, problem-solving, and workflow improvement skills
• Excellent documentation, organization, and communication skills
• Experience with quality assurance, workflow analysis, and system validation
• Ability to collaborate cross-functionally and manage multiple priorities in a dynamic environment

EXPERIENCE:

• Experience with Five9 or similar contact center systems
• Exposure to AI Agent Assist, speech analytics, or real-time guidance tools
• Familiarity with Epic EMR, including Epic Cheers, or other healthcare information systems
• Experience building or maintaining Five9 reporting and analytics for queue, agent, and IVR performance
• Prior experience in call center training, process improvement, and change management
• Experience in training or performance enablement roles
• Understanding of technology/process improvement lifecycle management (design, deploy, tune, maintain)

If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.

The compensation for this role includes a base pay range of $67,953.60 - $101,930.40, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.