Product Business Analyst

HCA Healthcare•Nashville, TN

1d•Remote

About The Position

The Product Business Analyst supports innovation, efficiency, and continuous improvement across Parallon and HCA Healthcare contact centers. The role supports the strategy, optimization, and implementation of virtual agent and IVR technologies, partnering with business and technical teams to gather requirements, analyze processes, identify improvement opportunities, and support successful project delivery. The analyst serves as a subject matter expert for contact center technologies, quality assurance, and system enhancements, using data-driven insights to improve customer experiences and operational performance. The position is work from home, but the employee must live and perform the work within 60 miles of an HCA Healthcare hospital in one of the listed states: FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, or VA. The analyst works with stakeholders to document and optimize call flows, including virtual agent and IVR solutions; assess performance; and recommend improvements that support business goals. The role also partners with IT and Operations to expand virtual agent technologies across contact center business units and contributes to reporting, training, and education materials.

Requirements

Bachelor’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering, or a related field is required.
10+ years of experience required.
5–7+ years of experience in related positions.
Contact center experience is required.
Must live and perform the work within 60 miles of an HCA Healthcare hospital in one of the listed states.

Nice To Haves

Master’s degree.
Healthcare Revenue Management experience.
Experience with contact center technologies, virtual agents, IVR platforms, and cloud-based solutions.
Knowledge of Noble, Avaya, CCaaS platforms, and Google CCAI.
Experience with the Software Development Life Cycle (SDLC).

Responsibilities

Elicit, analyze, specify, and validate stakeholder business needs related to virtual agent and IVR technologies.
Gather customer requirements through interviews, workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods.
Work with stakeholders and project teams to prioritize requirements.
Review the effectiveness and efficiency of requirements-gathering processes and develop strategies to enhance or leverage them.
Participate in quality assurance of products and solutions to ensure features and functions are enabled and optimized.
Verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
Develop and use standard templates to write accurate, concise requirements specifications.
Translate conceptual customer requirements into clear, feasible functional requirements for developers and project teams, and communicate them to business stakeholders.
Create process models, specifications, diagrams, and charts to guide developers and project teams.
Conduct peer reviews of business requirements to ensure specifications are correctly interpreted.
Manage and track requirements throughout the project lifecycle, enforcing and redefining them as necessary.
Communicate changes and modifications to business requirements to project managers, sponsors, and other stakeholders.
Provide guidance or instruction to junior staff members.
Partner with stakeholders to identify and document call-flow strategies and opportunities, including virtual agent and IVR solutions, and optimize flows for continuous improvement and business objectives.
Demonstrate the success of virtual agent and IVR technologies through improved containment, resolution rates, and patient satisfaction, and lower total cost per account worked.
Apply technical knowledge and understanding of business processes to recommend technology-enabled process improvements.
Work with IT and Operations to expand and implement virtual agent technologies across contact center business units.
Help develop, generate, and distribute reporting on virtual agent and IVR performance and strategic objectives.
Meet with Contact Center Operations to review containment and resolution rates, failure points, and call results, and recommend flow and design changes based on results.
Use knowledge of available data and applications to analyze and guide data-design needs for business decisions, issue resolution, and solution validation.
Encourage information sharing, team-based resolution, cross-training, and process improvement.
Contribute to training and education materials.

Benefits

Comprehensive medical, prescription drug, dental, vision, behavioral health, and telemedicine plans.
Wellbeing support, including free counseling and referral services.
Paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence.
401(k) Plan with a 100% match on 3% to 9% of pay, based on years of service.
Employee Stock Purchase Plan.
Flexible spending accounts.
Preferred banking partnerships, retirement readiness tools, rollover support, and financial wellbeing counseling.
Tuition assistance, student loan assistance, certification support, dependent scholarships, and a partnership with Galen College of Nursing.
Fertility and family-building benefits and adoption assistance.
Life insurance and supplemental health protection plans.
Auto and home insurance, legal counseling, identity theft protection, and consumer discounts.