Senior Product Analyst Contact Center

Introduction This position is located on site at the HCA Capital View Building located at 1100 Dr MLK Jr Blvd, Nashville, TN 37203. After a period of time this position can become a hybrid - 2 days work from home. Do you want to join an organization that invests in you as a Senior Product Analyst?

At Parallon, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years. 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. Eligibility for benefits may vary by location.

Job Summary And Qualifications The Senior Genesys Product Analyst is responsible for supporting CSO and our Genesys CX platform. The primary function of this role is to serve as a product subject matter expert, and liaison between CSO and business partners in support of revenue our Genesys CX platform. A background and operational experience in Contact Center and Healthcare Contact Center technologies is desirable but not required.

Success in this position also includes building strong working relationships with business partners, project teams, and other Parallon and HCA teams. In this role you will: Supports the efforts in all matters related to the Genesys CX Platform. Elicits and documents business, user, functional and non-functional requirements.

Analyzes current or potential business processes and reviews existing information systems to identify opportunities for improvement. Designs and implements reports, maps/flowcharts, and screen layouts to improve business processes and workflow. Supports operational applications within the business and other IT areas by providing status and recommending solutions.

Assist management in prioritization of work efforts/tasks and ensuring risks/issues are communicated appropriately. Identifies impact to other solutions or projects, and works with other Business Analysts, Product Analysts and/or stakeholders to identify options and recommendations. Provides operational support (Tier 2) for applications, supporting the business and other IT areas by providing status and recommending solutions where there are system issues and coordinating resolution of issues with CSS and development.

Possess excellent communication and presentation skills. Drive business centric collaboration with stakeholders, business users, and technical solution providers to understand business needs. Evaluate business processes and lead solution definition (workflow, technology, data, etc.) to support business goals and initiatives.

Facilitate the definition and analysis of business needs and requirements for new and/or enhanced products, services, or optimized business processes. Coordinates and assists in prioritizing new enhancement requests through user story reviews. Assist with QA and User Acceptance Testing, prioritizing gaps and negotiating between the business and technical solution providers to gain product acceptance.

Assists the QA team in creating Test Cases to ensure that all scenarios/requirements are covered. Manage changes to the solution requirements, assessing the impact of requirement changes, and ensuring appropriate approval of those changes. Qualifications 5 + years of related experience.

Bachelors degree preferred. Full understanding of the Software Development Lifecycle. Experience working in an agile environment.

Experience working both independently and in a team-oriented/collaborative environment. Experience modeling business processes using industry recognized notations. Contact Center experience.

Excellent communication skills, including the ability to communicate at multiple levels of the organization. Strong analytical & problem solving skills. 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. “Good people beget good people.”- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder. We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Senior Product Analyst opening.

Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring! We are an equal opportunity employer.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr