Note: The job is a remote job and is open to candidates in USA. HCA Healthcare, through its Parallon division, provides healthcare revenue cycle management and related services. The Product Business Analyst drives the strategy, optimization, and implementation of virtual agent and IVR technologies across contact centers by gathering requirements, analyzing processes, supporting quality assurance, and coordinating with business and technical teams. The role uses data-driven insights to improve customer experiences, operational performance, and technology adoption.
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
- This Work from Home position requires that you live and will perform the duties of the position; within 60 miles of an HCA Healthcare Hospital (Our hospitals are located in the following states: FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, VA)
- Bachelor's degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required
- 10+ Years of Experience required
- 5 - 7+ years of experience in related positions
- Contact Center experience is required
- Healthcare Revenue Management experience is preferred
- Candidates should have experience with contact center technologies, virtual agents, IVR platforms, and cloud-based solutions, with knowledge of Noble, Avaya, CCaaS platforms, Google CCAI, and healthcare contact center environments preferred
- Experience with the Software Development Life Cycle (SDLC) is a plus
- Master's degree a plus
Benefits
- Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
- Wellbeing support, including free counseling and referral services
- Time away from work programs 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 support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
- Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
- Work from Home position
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