Director of Contact Center Technology & Analytics

HCA Healthcare, Inc.; Nashville (TN); Presencial; USD 140 000 - 190 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Comprehensive benefits

Wellbeing support

Paid time off

401(k) match

Tuition/education support

Fertility and family building benefits

Resumo da oferta

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

Qualificações

• 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.

Responsabilidades

• 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.

Formação académica

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

Descrição da oferta de emprego

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