Contact Center Tech Director

HCA-Healthcare; Nashville (TN); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Comprehensive benefits

Wellbeing support

Paid time off

401(k) match

Tuition/education support

Fertility and family building benefits

Job summary

HCA Healthcare, Inc. in Nashville, TN is seeking a Director – Contact Center Strategic Support to oversee strategy and optimization of virtual agent and IVR technologies across Parallon managed and other HCA contact centers.

This onsite role partners with executives, IT, and the Center of Excellence to drive performance and efficiency. You will implement pilots, analyze workflows, and lead cross-functional efforts to improve containment, resolution, and patient satisfaction while reducing cost

Qualifications

• Bachelor’s Degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or related field required.
• Master’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or related field preferred.
• 5-7+ years of experience in related positions.
• Healthcare Revenue Management experience preferred; Contact Center experience preferred.

Responsibilities

• Work with stakeholders to determine strategy and opportunities of call flows (including virtual agent and IVR solutions) to meet business goals.
• Use data and analysis to propose approaches for patient contact and account resolution goals.
• Demonstrate success of virtual agent and IVR technologies through improved containment, resolution rates, and patient satisfaction.
• Advise on optimizing business processes with technology.
• Oversee business product owners / SMEs for key contact center workflow technologies.
• Develop, generate and distribute reporting on virtual agent and IVR performance and objectives.
• Review containment and resolution rates with Operations and recommend flow/design changes.

Education

Bachelor’s Degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or related field

Master’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or related field

Job description

This position is incentive eligible.

Please note that this is an onsite position in our Capitol View location in Nashville, TN.

Job Summary and Qualifications

The Director – Contact Center Strategic Support is responsible for overseeing 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 Director is also responsible for supporting and advising on the workflow and operational functions within Parallon managed contact centers. In addition, the Director is responsible for overseeing the implementation and optimization of speech analytics technology within contact centers. The Director is responsible for reviewing reporting and analytics to measure current virtual agent and IVR performance and to drive future utilization and configuration. The Director is responsible for coordination with stakeholders, including Contact Center Executives and Leadership, IT, the Parallon Center of Excellence, SSCs, Compliance, and Client Management, to drive performance of strategic contact center tools.

In this role, you will:

• Work with all stakeholders to determine 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.
• Responsible for utilizing data, analysis and knowledge of business operations to recommend different approaches to achieving patient contact and account resolution goals. The Director will be responsible for proposing new uses of technology (different features and enhancements) AND designing pilot/test programs to propose and implement, in partnership with stakeholders.
• 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.
• Oversee the business product owners / subject matter experts for key contact center workflow technologies.
• Help develop, generate and distribute reporting, related to the virtual agent and IVR performance and strategic objectives.
• Meet with Contact Center Operations Team and Operations to review containment and resolution rates, failure points, and call results. Recommend changes to flows and design based on previous results.

What qualifications you will need:

• Bachelor’s Degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or related field required. Degree requirement may be substituted by current enrollment in a Bachelor Degree program or equivalent work experience with CEO approval
• Master’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study preferred.
• 5-7+ years of experience in related positions
• Healthcare Revenue Management experience is preferred. Contact Center experience is preferred.

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 benefitsfor medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support,including free counseling and referral services
• Time away from workprograms for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education supportthrough tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefitsfor fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

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.

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.