HCA Healthcare – Telecommunications I WFH – Louisville, KY
Job title: Telecommunications I WFH
Company: HCA Healthcare
Job description: Do you want to be a part of a family and not just another employee? Are you looking for a work environment where diversity and inclusion thrive? Submit your application today and find out what it truly means to be a part of a team.
At HCA Healthcare, you have options. You can choose from a variety of benefits to create a customizable plan. You have the ability to enroll in several medical coverage plans including vision and dental. You can even select additional a la carte benefits to meet all your needs. Enroll in our Employee Stock Purchase Plan (ESPP), 401k, flex spending accounts for medical and childcare needs, and participate in our tuition reimbursement and student loan repayment programs.
Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the HCA Healthcare family! We will provide you the tools and resources you need to succeed in our organization. We are currently looking for an ambitious Telecommunications Engineer I to help us reach our goals. Unlock your potential here!
JOB SUMMARY
The Telecommunications Engineer I will be responsible for supporting Parallon’s telecommunications footprint 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 Parallon CSO Telecommunications operations 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 CSO 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 CSO. 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.
Dutie include but not limited to:
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.
Qualifications
Qualifications:
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
• 1-3 years’ experience in deploying technically complex IVR, CTI and call recording solutions across platforms and components required
• 1-3 years’ experience with Noble Systems, Avaya, Genesys or comparable CTI solutions
• 1-3 years’ experience with IVR
• 1-3 years’ experience with ACD
• Experience with Systems Monitoring and Optimization
• Experience with Documentation and Visio Diagramming
• 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 is an industry leader in revenue cycle services. We partner with over 650 hospitals and 2,400 physician practices nation-wide. Our parent company, HCA Healthcare has been consistently named a World’s Most Ethical Company by Ethisphere and is ranked in the Fortune 100. We are dedicated to ensuring our patients have the best experience even after they leave our facilities.
If you find this opportunity compelling, we encourage you to apply. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are actively interviewing so 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.
Expected salary:
Location: Louisville, KY
Apply for the job now!
Apply Now
Apply Now
Company: HCA Healthcare
Job description: Do you want to be a part of a family and not just another employee? Are you looking for a work environment where diversity and inclusion thrive? Submit your application today and find out what it truly means to be a part of a team.
At HCA Healthcare, you have options. You can choose from a variety of benefits to create a customizable plan. You have the ability to enroll in several medical coverage plans including vision and dental. You can even select additional a la carte benefits to meet all your needs. Enroll in our Employee Stock Purchase Plan (ESPP), 401k, flex spending accounts for medical and childcare needs, and participate in our tuition reimbursement and student loan repayment programs.
Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the HCA Healthcare family! We will provide you the tools and resources you need to succeed in our organization. We are currently looking for an ambitious Telecommunications Engineer I to help us reach our goals. Unlock your potential here!
JOB SUMMARY
The Telecommunications Engineer I will be responsible for supporting Parallon’s telecommunications footprint 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 Parallon CSO Telecommunications operations 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 CSO 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 CSO. 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.
Dutie include but not limited to:
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.
Qualifications
Qualifications:
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
• 1-3 years’ experience in deploying technically complex IVR, CTI and call recording solutions across platforms and components required
• 1-3 years’ experience with Noble Systems, Avaya, Genesys or comparable CTI solutions
• 1-3 years’ experience with IVR
• 1-3 years’ experience with ACD
• Experience with Systems Monitoring and Optimization
• Experience with Documentation and Visio Diagramming
• 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 is an industry leader in revenue cycle services. We partner with over 650 hospitals and 2,400 physician practices nation-wide. Our parent company, HCA Healthcare has been consistently named a World’s Most Ethical Company by Ethisphere and is ranked in the Fortune 100. We are dedicated to ensuring our patients have the best experience even after they leave our facilities.
If you find this opportunity compelling, we encourage you to apply. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are actively interviewing so 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.
Expected salary:
Location: Louisville, KY
Apply for the job now!
Apply Now
Apply Now