Contact Center Director jobs in Richmond, VA

Introduction

Are you looking for a work environment where diversity and inclusion thrive? Submit your application for our Director Contact Center opening with Work from Home today and find out what it truly means to be a part of the HCA Healthcare team.

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.

We are seeking a Director Contact Center for our team to ensure that we continue to provide all patients with high quality, efficient care. Did you get into our industry for these reasons? We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply!

Job Summary and Qualifications

The Director – Contact Center Strategic Optimization is responsible for overseeing 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. The Director is also responsible for supporting and advising on the workflow and operational functions within Parallon managed contact centers. In addition, the Director is responsible for overseeing the implementation and optimization of speech analytics technology within contact centers. The Director is responsible for reviewing reporting and analytics to measure current virtual agent and IVR performance and to drive future utilization and configuration. The Director is responsible for coordination with stakeholders, including Contact Center Executives and Leadership, IT, the Parallon Center of Excellence, SSCs, Compliance, and Client Management, to drive performance of strategic contact center tools.

What you will do in this role:

• Work with all stakeholders to determine strategy and opportunities of call flows for virtual agent and IVR solutions that ensure continuous improvement and optimize flows to meet business goals and objectives.
• Responsible for utilizing data, analysis and knowledge of business operations to recommend different approaches to achieving patient contact and account resolution goals. The Director will be responsible for proposing new uses of technology (different features and enhancements) AND designing pilot/test programs to propose and implement, in partnership with stakeholders.
• 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.
• Applies technical knowledge and understanding of business processes to recommend opportunities for optimizing business process through utilization of technology.
• Oversees the business product owners / subject matter experts for key contact center workflow technologies.
• Help develop, generate and distribute reporting, related to the virtual agent and IVR performance and strategic objectives.
• Meet with Contact Center Operations Team and 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.
• Assists with the interpretation of customer requirements into feasible options, and communicating this back to the business stakeholders.
• Responsible for overseeing Virtual Agent and IVR Team in managing virtual agent and IVR strategy including compliance with state/federal regulations, operational effectiveness and performance analysis.
• Responsible for overseeing Speech Analytics Team, ensuring optimal implementation and execution of speech analytics technology.
• Knowledgeable of available data and application details to analyze and guide data design needs for business decisions, resolution of issues and validation of solutions.
• Adheres to Code of Conduct. Serves as a key promoter of Parallon as a service organization which strives to meet and exceed the core values of Parallon and the needs and values of Parallon’s internal and external clients.

• Performs other duties as assigned.

Knowledge, Skills and 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.
• Analytical and Microsoft Excel skills.
• Ability to think tactically, persuade stakeholders, and execute methodically.
• Understanding of call center environments preferred.
• Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics and processing).
• Experience with a dialer system required.
• Experience with SQL and SQL server required.
• Solid Virtual Agent knowledge; CCAI Dialogflow, CCaaS Voicebot, AWS Virtual Assistant preferred.
• Experience with data visualization tools like Tableau, Power BI, etc. preferred.
• Creative, entrepreneurial approach to technology possibilities.
• Knowledge of hardware and operating systems and ability to work in a distributed environment.
• Solid troubleshooting techniques with data analytics.
• Proven ability identifying issues and recommending solutions to others.
• Able to exercise independent judgement and act on it.

Qualifications:

• 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.
• 5-7 years of experience in related positions.
• Healthcare Revenue Management experience is preferred.
• Contact Center experience is preferred.

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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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"Across HCA Healthcare’s more than 2,000 sites of care, our nurses and colleagues have a positive impact on patients, communities and healthcare.
Together, we uplift and elevate our purpose to give people a healthier tomorrow."- Jane Englebright, PhD, RN CENP, FAAN
Senior Vice President and Chief Nursing Executive

If you find this opportunity compelling, we encourage you to apply for our Director Contact Center opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are interviewing apply today!

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.