Contact Center Ai Voicebot Product Analyst

Description
Introduction

Do you want to join an organization that invests in you as a Consulting Product Analyst? At Parallon, you come first. HCA Healthcare has committed up to 300 million in programs to support our incredible team members over the course of three years.
Benefits

Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
Free counseling services and resources for emotional, physical and financial wellbeing

401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)

Employee Stock Purchase Plan with 10% off HCA Healthcare stock

Family support through fertility and family building benefits with Progyny and adoption assistance.

Referral services for child, elder and pet care, home and auto repair, event planning and more

Consumer discounts through Abenity and Consumer Discounts

Retirement readiness, rollover assistance services and preferred banking partnerships

Education assistance (tuition, student loan, certification support, dependent scholarships)

Colleague recognition program

Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.

You contribute to our success. Every role has an impact on our patients' lives and you have the opportunity to make a difference. We are looking for a dedicated Consulting Product Analyst like you to be a part of our team.
GENERAL SUMMARY OF DUTIES –

The Consulting Product Business Analyst – Contact Center Virtual Agent and IVR is the driver of our continued growth and success. With their commitment to innovation, the analyst seeks, develops, and help implement strategic initiatives for improved efficiency and productivity. We're currently searching for an experienced product business analyst to help guide our organization to the future. From researching progressive systems solutions to evaluating their impacts, the ideal candidate will be a detailed planner, expert communicator, and top-notch analyst. This person should also be wholly committed to the discovery and development of innovative solutions in an ever-changing digital landscape. The Consulting Product Business Analyst – Contact Center IVR & Virtual Agent is responsible for supporting the execution of the strategy for and the tactical optimization of virtual agent and IVR technologies within Parallon managed contact centers as well as other HCA contact centers not managed by Parallon.

The individual filling this position should have a background and general understanding of contact center technologies as it pertains to the healthcare industry. Prior knowledge of Noble, Avaya or Contact Center as a Service, Cloud technologies- including Google CCAI, (CCaaS) platforms is preferred and Software Development Life Cycle experience is a plus.

In this role you will:
Elicits, analyzes, specifies, and validates the business needs of stakeholders as they related to virtual agent and IVR technologies.
Conducts interviews to gather customer requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods.
Leads team in product development best practices and procedures tailored to the scope of each project effort.
Works with stakeholders and project team to prioritize collected requirements.
Researches, reviews, and analyzes the effectiveness and efficiency of existing requirements-gathering processes and develop strategies for enhancing or further leveraging these processes.
Participates in the QA of products/solutions to ensure features and functions have been enabled and optimized.
Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
Develops and utilizes standard templates to accurately and concisely write requirements specifications.
Translates conceptual customer requirements into feasible, functional requirements in a clear manner that is comprehensible to developers/project team and communicates this back to business stakeholders.
Creates process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.
Develops and conduct peer reviews of the business requirements to ensure that requirement specifications are correctly interpreted.
Manages and tracks the status of requirements throughout the project lifecycle; enforce and redefine as necessary.
Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, sponsors, and other stakeholders so that issues and solutions are understood.
Provides guidance and/or instruction to junior staff members.
Develops junior team member through guidance and instruction
Partner with all stakeholders to identify and document strategy and opportunities of call flows (including virtual agent and IVR solutions) that ensure continuous improvement and optimize flows to meet business goals and objectives.
Accountable for demonstrating success of utilizing virtual agent and IVR technologies through improved containment, resolution rates, patient satisfaction and lower total cost per account worked.
Applies technical knowledge and understanding of business processes to recommend opportunities for optimizing business process through utilization of technology.
Works with IT and Operations to help expand and implement virtual agent technologies to other business units within the Contact Centers.
Help develop, generate and distribute reporting, related to the virtual agent and IVR performance and strategic objectives.
Help drive and facilitate User Acceptance Testing (UAT) for Virtual Agent products and enhancement roll-outs
Meet with Contact Center Operations to review containment and resolution rates, failure points, and call results. Recommend changes to flows and design based on previous results.
Knowledgeable of available data and application details to analyze and guide data design needs for business decisions, resolution of issues and validation of solutions.
Creates an environment that encourages information sharing, team-based resolution, cross-training, and process improvement.
Qualifications that you will need:
Bachelor's degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required. Master's degree a plus.
7 - 10+ years of experience in related positions
Healthcare Revenue Management experience is preferred.
Contact Center experience is required
Virtual Agent Voicebot experience required
Virtual Agent Chatbot experience preferred
Robust analytical, Big Query, and Microsoft Excel skills.
Understanding of call center environments required.
Knowledge of relational database structure and ability to monitor processing to identify issues preferred.
Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics and processing).
Experience with a dialer system preferred.
Experience with SQL and SQL server required.
Experience with data visualization tools like Tableau, Power BI, etc. preferred.
Solid Virtual Agent knowledge; CCAI Dialogflow, CCaaS Voicebot, AWS Virtual Assistant preferred.
Understanding and experience working with the Software Development Life-Cycle (SDLC)
Worked in an agile environment with the ability to track and shift between competing priorities
Proven ability to identifying issues and recommending solutions to others.
Parallon

provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated 3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Good people beget good people." - Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Consulting Product Analyst WFH opening. Qualified candidates will be contacted for interviews.

Submit your resume today to join our community of caring!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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