Description

Introduction

Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a Senior Conversational Designer IVR with Parallon you can be a part of an organization that is devoted to giving back!

Benefits

Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.

• Free counseling services and resources for emotional, physical and financial wellbeing

• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)

• Employee Stock Purchase Plan with 10% off HCA Healthcare stock

• Family support through fertility and family building benefits with Progyny and adoption assistance.

• Referral services for child, elder and pet care, home and auto repair, event planning and more

• Consumer discounts through Abenity and Consumer Discounts

• Retirement readiness, rollover assistance services and preferred banking partnerships

• Education assistance (tuition, student loan, certification support, dependent scholarships)

• Colleague recognition program

• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)

Note: Eligibility for benefits may vary by location.

Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the Parallon family! We will give you the tools and resources you need to succeed in our organization. We are looking for an enthusiastic Senior Conversational Designer IVR to help us reach our goals. Unlock your potential!

Job Summary and Qualifications

The Senior Conversational Designer – Contact Center Virtual Agent and IVR is a key contributor to determining conversational best practices within the patient virtual experience. With their commitment to innovation, the conversational designer seeks, develops, and helps implement strategic initiatives for improved efficiency and productivity. The Customer Service organization is going through a transformation and leveraging Conversational AI to improve the customer experience. We are looking for a highly skilled Senior Conversational Designer with experience in designing voice and chatbot interactions in a contact center. The ideal candidate will have a strong background in UX, an eye for detail, and a passion for creating engaging and intuitive user experiences. This individual 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.

As a Senior Conversational Designer, you will be responsible for designing and creating conversational experiences across various platforms, including voice assistants, chatbots, and messaging apps. In this role, you will partner with Product, Engineering, and Business stakeholders to design industry-leading, empathetic, delightful customer experiences that engage customers at the same time resolve their issues promptly. re 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 (Google CCAI preferred), and Software Development Life Cycle experience is a plus.

In this role you will:

• Discovers and evaluates requirements, designs end-to-end user experience and content strategy, creates conversational flows and prompts, and tests and iterates.

• Designs conversational AI experiences that are natural, engage customers, answer their questions, or take actions on transactions. Ensures conversations leverage consistent brand, voice, and tone to inspire customer confidence.

• Identifies new intent opportunities to increase the self-containment and simplify agent processes aligning with overall communication channel strategy.

• Acts as an expert and advisor to business stakeholders and product managers on user experience design improvement and industry best practices.

• Works closely with NLP experts and engineering on requirements and tasks, documents necessary design details, and conducts design handoffs.

• Frames, designs, and conducts in-depth design research, uncovering opportunities and generating unique insights.

• Synthesizes and interprets large amounts of quantitative and qualitative data. Champions and effectively communicates/translates findings into recommended changes using sketches, flow diagrams, wireframes, mockups, or prototypes. Positions recommendations for design and execution.

• Elicits, analyzes, specifies, and validates the business needs of stakeholders as they related to virtual agent and IVR technologies.

• 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.

• 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.

• 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. Providing guidance and/or instruction to junior staff members.

• Contribute to training and education materials for use in training

Qualifications:

• Bachelors in Product design, UX/UI, Linguistics, English, Journalism, Business, Org. Psych, Sociology, Communication Design, Interaction Design, or related field required. Master’s degree a plus.

• 5-7 years of conversational experience, including 5+ years in Content Design and Conversation Design with proven track record of successful deployments with projects in both voice and digital virtual agents.

• 3+ years of experience with Contact Centers, IVR/VUI, and/or conversational AI projects.

• Voice UX experience required

• Engagement manager is looking for candidate who has a Linguist background.

• Experience working in Agile work environments.

• Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics and processing).

• Experience with a dialer system preferred.

• Experience with data visualization tools like Tableau, Power BI, etc. preferred.

• Experience designing and delivering conversational AI MVPs, pilots, and POCs.

• Experience designing and/or deploying 1) VUI / IVR flows for enterprise contact centers & 2) Voice and/or text-based conversational flows for virtual agents or virtual assistants.

• Healthcare Revenue Management experience is preferred.

• Contact Center experience is required

Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

Be a part of an organization that invests in you! We are reviewing applications for our Senior Conversational Designer IVR opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.