Manager Contact Center IVR Analyst

HCA Healthcare Logo
HCA Healthcare
Nashville, TENNESSEE, United States (Remote)
  • Finance
  • FlexTime
  • FullTime
  • PartTime

This position is incentive eligible.

Introduction

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).

Do you want to join an organization that invests in you as a Manager Contact Center IVR 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 (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)

Note: Eligibility for benefits may vary by location.

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Manager Contact Center IVR Analyst like you to be a part of our team.

Job Summary and Qualifications

The Manager, Contact Center IVR oversees key technologies’ strategy, optimization, and management, including IVR, virtual agents, and other advanced contact center solutions. This role involves strategic leadership and tactical execution to ensure these technologies’ effective deployment and continuous improvement across Parallon-managed and other HCA contact centers. The Manager will also oversee a cross-functional team with diverse roles, including Business Analysts, Conversational Designers, Computational Linguists, and Product Analysts; responsible for Virtual Agent performance optimization, call flow design and adjustments, performance analysis, and ensuring continuous improvement of virtual agent technologies. This position collaborates with multiple stakeholders across Contact Center Leadership, IT, Compliance, and Client Management to drive innovation, optimize processes, and meet business objectives.

In this role you will:

  • Strong leadership skills with the ability to manage, coach, and develop a diverse team.

  • Excellent communication (oral and written) skills, particularly in presenting data-driven proposals and leading meetings with management and stakeholders.

  • Strong technical understanding of contact center technologies, including IVR, virtual agents, and related systems (e.g., Genesys, Dialogflow).

  • Proficiency in data analysis, reporting, and performance metrics (e.g., SQL, Tableau, Power BI).

  • Strong project management skills, including the ability to prioritize tasks, allocate resources, and manage multiple projects simultaneously.

  • In-depth knowledge of business processes and the ability to recommend technology-driven solutions to optimize those processes.

  • Ability to troubleshoot complex technical issues and guide team members in resolution.

  • Strong attention to detail with the ability to make data-driven decisions and drive continuous improvement.

Qualifications:

  • Bachelor’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering, or a related field of study required.

  • Equivalent relevant experience may substitute for the degree requirement.

  • 7+ years of experience in related positions, including leadership experience in contact center technology, systems analysis, or application management.

  • Experience with contact center technologies (e.g., IVR, virtual agents, Genesys, Dialogflow) required.

  • Experience in healthcare revenue management or healthcare-related contact center environments is preferred.

  • Experience with project management, leading cross-functional teams, and driving system improvements.

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 Manager Contact Center IVR 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.

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