Product Business Analyst

Classification:
Contract

Contract Length: 12-months

The Business Data 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.

• Must be able to write SQL queries, create templates and tables.
• 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.
• 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.
• Manages and tracks the status of requirements throughout the project lifecycle; enforce and redefine as necessary.
• 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.
• 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.
• Provides guidance and/or instruction to junior staff members.

• 2-5 years of experience in related positions
• Bachelor’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required. Master’s degree a plus.
• Experience with SQL and SQL server required.
• Experience with data visualization tools like Tableau, Power BI, etc. preferred.
• Robust analytical, Big Query, and Microsoft Excel skills.
• Healthcare Revenue Management experience is preferred.
• Excellent communication (oral and written) skills, particularly in writing practical and data-driven proposals.
• Understanding of call center environments required.
• Knowledge of relational database structure and ability to monitor processing to identify issues preferred.