Classification: Contract

Contract Length: 12-months

Position Summary

The Product Business Analyst – Contact Center Virtual Agent and IVR is the driver of our continued growth and success. With their commitment to innovation, the analyst seeks, develops, and help implement strategic initiatives for improved efficiency and productivity. We're currently searching for an experienced product business analyst to help guide our organization to the future. From researching progressive systems solutions to evaluating their impacts, the ideal candidate will be a detailed planner, expert communicator, and top-notch analyst. This person should also be wholly committed to the discovery and development of innovative solutions in an ever-changing digital landscape. The Product Business Analyst – Contact Center IVR & Virtual Agent is responsible for supporting the execution of 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 Product Business Analyst will drive awareness of requirements across business units and identify substandard systems processes through evaluation of real-time data. Serve as thought leader for technical business processes, developing systems prototypes that promote increased efficiency and productivity on multiple levels. Create and implement precise management plans for every project, with attention to transparent communication at all levels. Perform, evaluate, and communicate thorough quality assurance at every stage of systems development, and determine and develop user requirements for virtual agent and IVR technologies, to ensure maximum usability.

The individual filling this position should have a background and general understanding of contact center technologies as it pertains to the healthcare industry. Prior knowledge of Noble, Avaya or Contact Center as a Service, Cloud technologies- including Google CCAI, (CCaaS) platforms is preferred and Software Development Life Cycle experience is a plus.

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.
Adheres to Code of Conduct. Serves as a key promoter of Parallon as a service organization which strives to meet and exceed the core values of Parallon and the needs and values of Parallon's internal and external clients.
Performs other duties as assigned.

Requirements

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

Excellent communication (oral and written) skills, particularly in writing practical and data-driven proposals.
Strong attention to detail including proven ability to prioritize competing initiatives simultaneously.
Robust analytical, Big Query, and Microsoft Excel skills.
Ability to think tactically, persuade stakeholders, and execute methodically.
Understanding of call center environments required.
Knowledge of relational database structure and ability to monitor processing to identify issues preferred.
Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics and processing).
Experience with a dialer system preferred.
Experience with SQL and SQL server required.
Experience with data visualization tools like Tableau, Power BI, etc. preferred.
Knowledge of hardware and operating systems and ability to work in a distributed environment.
Solid Virtual Agent knowledge

CCAI Dialogflow required
CCaaS Voicebot, AWS Virtual Assistant preferred.

Proven ability to identifying issues and recommending solutions to others.
Able to exercise independent judgment and act on it
Leadership – Guides stakeholders and groups toward desired outcomes, setting high performance standards and delivering leading quality services.
Strategic Analysis – Analytical Review skills and ability to make decisions based on analysis.
Technical Expertise – Some understanding of healthcare including knowledge of healthcare terms and accounts receivable processes. Knowledge of contact center dialer technology.
Strong communication skills – Strong verbal and written communication skills. Ability to ask probing questions and listen to understand and document business needs/issues. Communicates clearly and concisely. Able to develop and deliver formal presentations and lead meetings with management.
Problem Solving / Decision Making – Obtaining information and identifying issues and relationships relevant to achieving a goal or vision; committing to a course of action to accomplish a goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values.
Customer Focus – Seeks to understand the customer, creates customer-focused practices to prevent issues, and assures customer satisfaction.
Continuous Learning – Identifying new areas for learning; creates and takes advantage of learning opportunities; consistently gains knowledge and skill on the job and learning through their application.
Building Partnerships – Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units, or organizations to help achieve business goals.
Innovation – Views difficult situations and/or problems as opportunities for improvement resulting in innovative solutions while trying different/novel ways to embrace change.

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Product Business Analyst