Telecommunications I WFH

Description

Introduction

Do you want to join an organization that invests in you as a(an) Telecommunications I 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 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

Note: Eligibility for benefits may vary by location.

Our teams are a committed, caring group of colleagues. Do you want to work as a(an) Telecommunications I WFH where your passion for creating positive patient interactions are valued? If you are dedicated to caring for the well-being of others, this could be your next opportunity. We want your knowledge and expertise!

Job Summary 

The Telecommunications Engineer I will be responsible for supporting Parallon’s telecommunications footprint at all six (6) Revenue Cycle Point Solutions’ Self-pay sites along with a large Work from Home presence. The qualified candidate will be proficient in a number of areas including IVR, CTI, call recording and speech analytics. The Telecommunications Engineer I will consistently look for opportunities to improve the telecommunications service offerings. The ideal candidate should be able to prioritize multiple projects, provide operations support and maintenance, along with balancing time effectively. 

Will help design, manage and implement solutions and services for RCPS Telecommunications including IVR, CTI, call recording and speech analytics. The Telecommunications Engineer I will have a broad range of technical skills that cover a broad range of disciplines and/or a particular technical discipline that is of significance to Parallon RCPS and will work in a highly matrixed environment. Position will perform operational projects and tasks assigned with minimal supervision. Identify, investigate, evaluate and become proficient in new technologies and operational disciplines that are of significance to Parallon RCPS. Position works with all aspects of IVR, CTI, call recording and speech analytics processes and procedures in support of the RCPS division of Parallon. 

Primary duties will include administration of telecommunications software in a multi-platform environment, providing in depth technical review, engineering and executing operational documentation, project management, issue resolution, and operational presentations. Specific responsibilities include the day-to-day administration of the dialer system, implementing dialer strategy, execution, and campaign analysis.. The qualified candidate will be relied upon to make good decisions and report to personnel in management positions. 

Duties include but are not limited to: 

• Work with all aspects of Parallon telecommunications processes and procedures in support of the CSO division of Parallon.
• Work with Operations to determine strategy of call campaigns (including dialer IVR integration) that ensure continuous improvement and optimize outbound dialer campaigns to meet business goals and objectives.
• Notify management of irregular dialer, individual and/or center-wide statistics. Clearly communicate system status to internal customers and management.
• Conduct regularly scheduled audits of strategies to verify that accounts are worked in line with department policies.
• Responsible for managing collection dialer strategy including compliance with state/federal regulations, operational effectiveness and performance analysis.
• Assist in the certification and design of new platform technologies.
• Demonstrate in-depth knowledge of supported telecommunications and network components; including IVR, CTI, call recording, speech analytics, operating systems, utilities, vendor products, applicable programming languages, diagnostic techniques, benchmarking methodologies, applicable communications protocols, use of statistical and analytical tools for system monitoring and evaluation.
• Demonstrate in-depth knowledge of technology, data and applications architectures.
• Manage small projects
• Communicate effectively with various levels of leadership and end users. Sphere of influence includes operations middle management through upper management
• Work impacts the team, single departments, single Service Lines, multiple departments/multiple Service Lines
• Maintain frequent interaction with internal and vendor technical staffs and project managers to ensure effective delivery of solutions in accordance with project timelines and associated budgets.
• Provide operational leadership and responsibility for the supporting software in order to assure a sound deployment basis for production implementations.
• Identify and document IVR, CTI, call recording and speech analytics processes and procedures.
• Maintain the interrelationship / Interoperability of different application systems and complex environments.
• Provide input and recommendations in regard to short and long range departmental planning.
• Assist with the development of business continuity solutions and assist in developing plans for disaster recovery.
• Participate in any Business Continuity efforts
• Maintain knowledge of policies and procedures.
• Practice and adhere to the Code of Conduct philosophy and Mission and Value Statement.
• Other duties as assigned.

Knowledge, Skills & Abilities 

• Solid understanding of IVR, CTI, call recording and speech analytics technologies. 
• Proven track record of project delivery results. 
• Demonstrated excellent written and verbal communication skills and the ability to work collaboratively are essential. 
• Solid understanding and experience with operating system concepts and practical implementation of those fundamentals in a large-scale production environment. 
• Working knowledge and experience with dialer systems is required. 
• Previous application testing and delivery into a production environment are highly desirable. 
• Solid understanding of dialer performance metrics and tools is highly desirable, to include understanding of collections workflows, dialer utilization levels, agent behaviors, and other key performance indicators and their impact on performance. 
• Extraordinary analytical and design ability, very high degree of creativity; in depth knowledge of the business implications of technical approaches, directions and solutions; 
• Proven ability to be innovative in highly complex operational areas, ability to achieve results, advanced project planning and coordination skills, superior communication skills, success in subordinate positions. 

Education

• Bachelor’s degree in Information Systems, Business Administration or healthcare-related field is preferred, but not required 
• Equivalent work experience may substitute degree requirement 

Experience 

• Up to 1 year experience in deploying technically complex IVR, CTI and call recording solutions across platforms and components required
• Up to 1 year experience with Noble Systems, Avaya, Genesys or comparable CTI solutions
• Up to 1 year experience with IVR
• Up to 1 year experience with ACD
• Experience with Systems Monitoring and Optimization
• Experience with Documentation and Visio Diagramming

Desirable Experience

• SQL Server and Microsoft IIS 

Certificate/License 

• Certification in one of the following: Noble Systems, Avaya, Genesys, or comparable CTI solutions 
• Equivalent work experience may substitute certification/license requirement

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.

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"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 Telecommunications I 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.