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Description

This position is incentive eligible.

Introduction

Position is located onsite in Nashville, TN

Do you want to join an organization that invests in you as a Director ITS? 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.

Benefits

Parallon 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 Director ITS like you to be a part of our team.

Job Summary and Qualifications

The Director – Contact Center Technology is responsible for overseeing the IT strategy and the tactical deployment of new Contact Center as a Service (CCaaS) 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 new and upcoming features of the CCaaS technology releases, as well as developing a roadmap for when to turn on new functionality for the contact center business units. The Director is responsible for reviewing reporting and analytics to measure key metrics and the impact of implementing new CCaaS technologies. The Director is responsible for coordination with stakeholders, including Contact Center Executives and Leadership. This role will not only lead the IT side of our Contact Center, but help guide the organization on best practices, industry trends, and KPI’s while delivering optimum customer experiences.

In this role you will:

+ Establish architectural standards, best practices, and governance models for Genesys Cloud CX.

+ Evaluate emerging technologies and features within Genesys Cloud CX.

+ Evaluate third party solutions that may integrate into our Contact Center platform.

+ Oversee project delivery and make sure project managers are providing proper oversight.

+ Work with all stakeholders to determine strategy of CCaaS deployment bringing business units on to the enterprise platform and helping sunset the existing platforms.

+ Develop and maintain a multi-year roadmap for Genesys Cloud CX adoption and optimization.

+ Vendor management.

+ Responsible for utilizing data, analysis and knowledge of business operations to recommend different approaches to achieving technology deployment.

+ The Director will be responsible for proposing new uses of technology (campaigns, texting, chat, self-service, process orchestration) and designing pilot/test programs to propose and implement, in partnership with stakeholders.

+ Accountable for demonstrating success of implementing CCaaS technologies through improved 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.

+ Develop, generate and distribute reporting, related to the CCaaS performance and strategic objectives.

+ Meet with Contact Center Strategic Optimization Team, Operations and key stakeholders to review key metrics as a result of new technology deployment, and recommend a strategy and plan for adding new features.

+ Stay abreast of new CCaaS feature and function releases on a weekly basis. Provide recommendations on which business units could benefit and develop plans and success measurement for deployment.

+ Responsible for maintaining solution deployment in compliance with state/federal regulations, operational effectiveness and performance analysis.

Qualifications:

+ Bachelor’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required.

+ 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.

+ Genesys Cloud CX Certifications Preferred

Parallon (https://parallon.com/) 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-Founder

We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Director ITS opening. Qualified candidates will be contacted for interviews. **Submit your resume today to join our community of caring!**

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.