Voicebot Product Business Analyst

DescriptionIntroductionExperience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for our Product Business Analyst opening with Parallon today and find out what it truly means to be a part of the HCA Healthcare team.BenefitsParallon, 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 BenefitsNote: Eligibility for benefits may vary by location.We are seeking a Product Business Analyst for our team to ensure that we continue to provide all patients with high quality, efficient care. Did you get into our industry for these reasons? We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply!Job Summary and QualificationsThe Voicebot 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 helps 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 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.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 customer interviews to elicit requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods.• Works with stakeholders and project team to prioritize collected requirements.• Researches, reviews, and analyzes the effectiveness and efficiency of existing requirements elicitation processes and develop strategies for enhancing or further leveraging these processes.• Participates with ownership of business/user acceptance of 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 functional requirements in a clear manner that is comprehensible to developers/project team.• 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.• Assists with the interpretation of customer requirements into feasible options, and communicating this back to the business stakeholders.• 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.• 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.• 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.• Contribute to training and education materials for use in training.• Adheres to Code of Conduct. Serves as a key promoter of Parallon as a service organization which strives to meet and exceed the core values of Parallon and the needs and values of Parallon’s internal and external clients.• Performs other duties as assigned.Qualifications:• Bachelor’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required. Master’s degree a plus.• 5 - 7+ years of experience in related positions• Healthcare Revenue Management experience is preferred.• Contact Center experience is requiredParallon 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."There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.HCA Healthcare Co-FounderIf you find this opportunity compelling, we encourage you to apply for our Product Business Analyst opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are interviewing apply today!We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.#PAR-AFHP