Remote Contact Center Tech Director - IVR & AI Strategy

HCA Healthcare, Inc.; Earth City (MO); Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Comprehensive benefits

Wellbeing support

Time away from work

Job summary

Parallon, part of HCA Healthcare, is seeking a Director to lead the strategy and optimization of virtual agent and IVR technologies across Parallon managed contact centers and other HCA centers. The role drives performance, analytics, and workflow improvements to achieve patient and account outcomes.

You will partner with executives, IT, and operations to implement innovative tech, analyze results, and steer pilot programs that reduce costs and boost satisfaction.

Qualifications

• 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.

Responsibilities

• 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.

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

Parallon, part of HCA Healthcare, is seeking a Director to lead the strategy and optimization of virtual agent and IVR technologies across Parallon managed contact centers and other HCA centers. The role drives performance, analytics, and workflow improvements to achieve patient and account outcomes.

You will partner with executives, IT, and operations to implement innovative tech, analyze results, and steer pilot programs that reduce costs and boost satisfaction.