Remote Product & IVR Business Analyst

HCA Healthcare, Inc.; Earth City (MO); Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) plan with match

Tuition assistance

Job summary

Parallon, a part of HCA Healthcare, seeks a Product Business Analyst to drive strategy, optimization, and implementation of virtual agent and IVR technologies across contact centers. You will gather requirements, analyze processes, and ensure successful project delivery while partnering with business and technical teams.

The role emphasizes data-driven improvements, SDLC familiarity, and collaboration with stakeholders to meet patient satisfaction and cost goals.

Qualifications

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

Responsibilities

• 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.
• 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.
• 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.

Skills

Requirements gathering

Business analysis

Process improvement

Stakeholder management

Data analysis

Quality assurance

Communication

Education

Bachelor's degree in Computer Science or related field

Master’s degree a plus

Tools

Noble

Avaya

CCaaS platforms

Google CCAI

Job description

Parallon, a part of HCA Healthcare, seeks a Product Business Analyst to drive strategy, optimization, and implementation of virtual agent and IVR technologies across contact centers. You will gather requirements, analyze processes, and ensure successful project delivery while partnering with business and technical teams.

The role emphasizes data-driven improvements, SDLC familiarity, and collaboration with stakeholders to meet patient satisfaction and cost goals.