Introduction

Do you want to join an organization that invests in you as a(an) Telecom and Speech Business Analyst II WFH? At Work from Home, 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

Work from Home, 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 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.
  
• Fertility and family building benefits through Progyny
  
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• Family support, including adoption assistance, child and elder care resources and consumer discounts
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan
  
• Retirement readiness and rollover 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)

Learn more about Employee Benefits

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 Telecom and Speech Business Analyst II WFH like you to be a part of our team.

JOB SUMMARY

The Telecom/Speech Business Analyst II serves as the Speech Analytics department subject matter expert for system knowledge and process innovation. Includes all duties and responsibilities of a Telecom/Speech Business Analyst I and should reflect above average performance in these tasks. Work with the Director and AVP – Contact Center Operations Optimization to develop and maintain department and system workflows, new project initiatives, and cultural modernization. Provides training and development of new department team members. This position requires an advanced knowledge and understanding of Nexidia Speech Analytics, Sentiment Analysis with knowledge and experience on data transformation tools like SQL, Python, R etc. and data visualization tools like MicroStrategy and Power BI. The purpose of the speech analytics team is designing, testing and supporting the Analysis tool to understand trends, provide insights and determine the preventive measures as per business requirements within Parallon Customer Service Operations.

Duties include but are not limited to:

• All duties and responsibilities of Telecom/Speech Business Analyst I
• Provide training and development of new department team members
• Assist with developing department workflows and initiatives
• Maintain daily department operations, escalating unique situations and managerial issues as needed
• Communicate regularly to stakeholders on risks, status, and changes
• Responsible for developing and improving the Speech Analytics tool, initiating and assisting with analytical initiatives to improve quality, compliance adherence, operational effectiveness, and strategic capabilities within Parallon CSO.
• Will be a crucial member of the Contact Center Operations Strategy Team, working closely with the team, IT support, and cross-functional business owners at all levels of the organization to identify opportunities for analysis and automation.
• Analyze and understand business and technical requirements for process transformation and align with technological initiatives by modeling and developing mapping documents.
• Participate in meetings with vendors, business stakeholders and project managers on requirements and provide an estimate on development effort, unit testing and implementation of proposed changes.
• Analyze and interpret the complex data, assess and provide solutions on cleaning, warehousing and transformation of data.
• Utilize various analytical tools and techniques to evaluate areas of opportunity in business workflow and dialing strategies.
• Design, build, validate, and maintain business hierarchy and automated / ad-hoc dashboard templates within the Speech Analytics tool.
• Assist in providing first level support to answer questions, identify root cause concerns, and provide status on issues.
• Create target media sets as per the business rules and requirements to evaluate discovery word cloud, dashboards and reports.
• Write simple to complex SQL like queries with multiple joins, determining and analyzing the confusable terms etc. to manipulate call extracts in Speech analytics tool environment.
• Build reports using report builder in the tool for reporting for the use case based on Leadership guidance, scope and focus areas like reporting population, metadata fields etc.
• Perform data analysis based on the findings of the generated reports like analyzing errors, improvements, mitigations etc.
• Perform in-depth sentiment analysis using the discovery word cloud to quantify and study the affective states and subjective information like call ratings, customer satisfaction etc.
• The Speech Analytics Department will work with Leadership, Operations, Compliance, Quality, and Education to ensure that current processes are meeting intent, are efficient, and properly documented.
• Provides on-call assistance as needed

KNOWLEDGE, SKILLS & ABILITIES:

• 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 and Microsoft Excel skills
• Ability to think tactically, persuade stakeholders, and execute methodically
• Experience of call center and collection environments preferred
• Knowledge of a Speech Analytics systems preferred
• Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics, language and speech data processing)
• Experience with a dialer system preferred
• Knowledgeable with data transformation tools like Python, R.
• Experience with SQL and SQL server.
• Experience with data visualization tools like Tableau, Power BI, etc.
• Experience with dialer management tools like Noble Systems, Cisco, Avaya, Call Miner, Nuance, etc.

EDUCATION

• Bachelor’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required
• Master’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study preferred
• Equivalent relatable experience may substitute degree requirement

EXPERIENCE

• 3+ years of experience in related positions

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 Telecom and Speech Business Analyst II WFH opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring!

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.