The Communications and Documentation Analyst will be responsible for all Patient Assistance Center-related communication and documentation for various Patient Assistance Center Departments. The primary responsibility will be to develop and maintain clear, concise, and consistent documentation that enhances the Patient Assistance Center's efficiency and effectiveness. This role will also monitor and review escalations submitted by Site Operations and/or Business Partners.

Primary Duties & Responsibilities:

• Manages the organization, documentation, and publication of all PAC-related content and communications, including, but not limited to, job aids, newsletters, and other learning tools.

• Maintains existing documentation to ensure accuracy and relevance.

• Keep communications fresh, creative, and engaging.

• Communicate and collaborate with cross-functional teams to gather information and understand their documentation needs.

• Monitors inbox for communications to various departments as needed.

• Evaluate complaints received via email and system tools to determine the accuracy of processes, trends, and feedback needs.

• Performs analysis of patient and operations complaints and assesses documentation needs based on error trends.

• Create reports related to errors, trends, and improvements on a bi-weekly and monthly basis.

• Build strong relationships with stakeholders, demonstrating strong communication and interpersonal skills.

• Act as a subject matter expert on internal processes and maintain a deep knowledge & understanding of protocols & workflows.

• Maintains an accurate & effective change management process to track changes, update documentation, and support communications plans.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Qualifications:

• Minimum High School Diploma or GED is required; a bachelor’s degree in communications, computer sciences, or related areas is a plus.

• Minimum of two to three (2-3) years of successful performance in a healthcare-focused Inbound Call Center, with experience coaching others and working independently.

Knowledge, Competencies & Skills:

• Excellent customer service skills.

• Demonstrated ability to work independently and as an effective healthcare team member.

• Proven organizational skills and ability to prioritize effectively.

• Strong written and verbal communication skills.

• Proficient computer software and database skills.

• Ability to multi-task, effectively problem-solve, and work in a fast-paced environment.

• Attention to detail, willingness to learn, and bring forth ideas to enhance positive patient care.

• Must demonstrate a caring, compassionate, and patient attitude.

• Maintain & adhere to HIPAA compliance/ regulations.

• Ability to type a minimum of 40 words per minute.

Tech Requirements for the Job:

• High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools.

• Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls.

• Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems.

• Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance.

Direct Reports:

• N/A.

Travel:

• This role doesn’t require any travel.

Physical Requirements for the Job:

• Regularly required to sit and stand for extended periods.

• Involves standing, sitting, walking, bending, stooping, and twisting.

• Requires full range of body motion, including manual and finger dexterity and eye-hand coordination.

• Occasionally lifts and carries items weighing up to 25 lbs.