Contact Center Optimization Business Analyst II

DescriptionIntroductionDo you want to join an organization that invests in you as a Business Analyst II? 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.BenefitsParallon, 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 Business Analyst II like you to be a part of our team.Job Summary and QualificationsThe Business Analyst role is a key member of the Parallon® Customer Service Organization team with the responsibility of working with Operations users to define, interpret, and analyze business solutions, and then develop, test, coordinate, implement, and support enhanced business processes.Responsibilities:

Learn from others the use and application of the tools and core techniques

Develop and maintain relationships with the business stakeholders across business areas

Contribute to development of tools, templates, methods

Work collaboratively with teammates and stakeholders to identify project objectives, scope, dependencies, and risks for projects

Collaborate with peers to develop a customized business analysis approach, defining the business analysis tasks, resources, and estimated effort to complete a project

Translate conceptual user requirements into functional requirements in a clear manner that is comprehensible to developers and others on the project team

Analyze current or potential business processes and review existing information systems: interview users, analyze process flows, map/flowchart existing business processes, identify opportunities for improvement, map/flowchart improvements to existing business processes, and document existing business processes and business rules

Assist with changes to the business requirements, assess the impact of requirement changes, and ensure appropriate approval of those changes

Assist with business requirement communication, ensuring that stakeholders have a shared understanding of the requirements

Quickly understand business problems and opportunities in the context of the requirements and analyze and present proposed solution options

Leverage and continually mature interview and facilitation techniques to elicit business needs and requirements

Assist with development of master and detailed test plans and execute those plans in various product support environments for new upgrades to the system based upon process improvement initiatives

Provide post-implementation support by validating pre- and post-implementation data to ensure strategic goals were met before transitioning to support

Communicate project status and objectives to project team, downstream departments, clients, and vendors

Work collaboratively with internal clients to identify opportunities for improvement

Prepare documentation, which may include narratives, charts, graphs, matrices, diagrams, flowcharts, and data element relationship attribute analysis. Present quantitative and qualitative information based on documentation in clear and concise manner. Structure documentation into knowledge bases for reference, problem solving, planning, and development.

Assist with development of strong, clear, and thoughtful presentations for groups of all sizes and levels

Maintain working knowledge of workflow, systems, and tools used in the department

Promote continuous improvement and best practice in processes, performance, and data accuracy

Qualifications:

Bachelor's degree in Business or related field preferred

Equivalent work experience may substitute education requirement

5+ years of business analysis work experience

Experience in contact center operations

Knowledge of healthcare patient scheduling, customer service, or collections preferred

Genesys Contact Center experience preferred.

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-FounderWe are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Business Analyst II 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.