Conduct comprehensive research and analysis on contact center interactions, patient feedback, and service delivery metrics to identify trends and opportunities for improvement.
Collaborate closely with cross-functional teams to develop strategies that optimize communication workflows and improve patient satisfaction.
Leverage advanced research methodologies and healthcare knowledge to support evidence-based decision-making that aligns with organizational goals.
Contribute to creating a more responsive and effective contact center environment that positively impacts patient outcomes and service quality.
Collect, analyze, and interpret data related to patient interactions and contact center performance.
Design and implement research studies to evaluate the effectiveness of communication strategies and service protocols.
Prepare detailed reports and presentations to communicate findings and recommendations to stakeholders.
Collaborate with healthcare providers, IT teams, and management to integrate research insights into operational improvements.
Monitor industry trends and best practices to ensure the contact center remains aligned with evolving healthcare standards.

Bachelor’s degree in Public Health, Health Administration, Social Sciences, or a related field.
Experience in research methodologies, data analysis, and reporting within a healthcare or contact center environment.
Proficiency in statistical software and data visualization tools.
Ability to manage multiple projects and meet deadlines in a fast-paced setting.
Relevant experience may substitute for the educational requirement on a year-for-year basis.
Master’s degree in Health Services Research, Epidemiology, or a related discipline (preferred).
Experience working specifically within healthcare contact centers or patient service operations (preferred).
Knowledge of healthcare regulations and patient privacy standards such as HIPAA (preferred).
Familiarity with customer relationship management (CRM) systems and telephony platforms (preferred).
Certification in project management or data analytics (preferred).

Research Specialist

Key skills