Description

Introduction

Do you want to join an organization that invests in you as a Conversational Designer? 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

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 Conversational Designer like you to be a part of our team.

Job Summary:

The Conversational Designer – Contact Center Virtual Agent and IVR is a key contributor to determining conversational best practices within the patient virtual experience. With their commitment to innovation, the Conversational Designer seeks, develops, and helps implement strategic initiatives for improved efficiency and productivity. The Customer Service organization is going through a transformation and leveraging Conversational AI to improve the customer experience. We are looking for a highly skilled Senior Conversational Designer with experience in designing voice and chatbot interactions in a contact center. The ideal candidate will have a strong background in UX, an eye for detail, and a passion for creating engaging and intuitive user experiences. As a Senior Conversational Designer, you will be responsible for designing and creating conversational experiences across various platforms, including voice assistants, chatbots, and messaging apps. In this role, you will partner with Product, Engineering, and Business stakeholders to design industry-leading, empathetic, delightful customer experiences that engage customers at the same time resolve their issues promptly. re maximum usability. The individual filling this position should have a background and general understanding of contact center technologies as it pertains to the healthcare industry. Prior knowledge of Noble, Avaya or Contact Center as a Service, Cloud technologies (Google CCAI preferred), and Software Development Life Cycle experience is a plus. 

DUTIES INCLUDE BUT ARE NOT LIMITED TO:

· Discovers and evaluates requirements, designs end-to-end user experience and content strategy, creates conversational flows and prompts, and tests and iterates.
· Designs conversational AI experiences that are natural, engage customers, answer their questions, or take actions on transactions. Ensures conversations leverage consistent brand, voice, and tone to inspire customer confidence.
· Identifies new intent opportunities to increase the self-containment and simplify agent processes aligning with overall communication channel strategy.
· Acts as an expert and advisor to business stakeholders and product managers on user experience design improvement and industry best practices.
· Works closely with NLP experts and engineering on requirements and tasks, documents necessary design details, and conducts design handoffs.
· Frames, designs, and conducts in-depth design research, uncovering opportunities and generating unique insights.
· Synthesizes and interprets large amounts of quantitative and qualitative data. Champions and effectively communicates/translates findings into recommended changes using sketches, flow diagrams, wireframes, mockups, or prototypes. Positions recommendations for design and execution.
· Elicits, analyzes, specifies, and validates the business needs of stakeholders as they related to virtual agent and IVR technologies.
· Participates in the QA of products/solutions to ensure features and functions have been enabled and optimized.
· Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
· Develops and utilizes standard templates to accurately and concisely write requirements specifications.
· Translates conceptual customer requirements into feasible, functional requirements in a clear manner that is comprehensible to developers/project team and communicates this back to business stakeholders.
· Creates process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.
· Develops and conduct peer reviews of the business requirements to ensure that requirement specifications are correctly interpreted.
· Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, sponsors, and other stakeholders so that issues and solutions are understood.

KNOWLEDGE, SKILLS & ABILITIES:

• Fluent in design thinking.

• Experience with requirements gathering, documentation, and tracking.

• Basic understanding of software development lifecycle and agile development methodologies.

• Basic understanding of machine learning or natural language technology.

• The tech stack behind modern conversational experiences, and how to design for current abilities and limitations is preferred.

• Enterprise UX writing, content design, or content strategy experience.

• Ability to work independently and manage small engagements or parts of large engagements.

• Strong oral and written communication skills; presentation skills (MS Office, PowerPoint, Visio, etc.).

• Strong problem solving and troubleshooting skills with mature judgment.

• 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.

• Robust analytical, Big Query, and Microsoft Excel skills.

• Ability to think tactically, persuade stakeholders, and execute methodically.

• Understanding of call center environments required.

• Knowledge of relational database structure and ability to monitor processing to identify issues preferred.

• Knowledge of hardware and operating systems and ability to work in a distributed environment.

• Solid Virtual Agent knowledge; CCAI Dialogflow, CCaaS Voicebot, AWS Virtual Assistant preferred.

• Excellent communication skills, able to present, negotiate and influence at C-level.

• Proven ability to identifying issues and recommending solutions to others.

• Able to exercise independent judgment and act on it.

EDUCATION:

• Bachelors in Product design, UX/UI, Linguistics, English, Journalism, Business, Org. Psych, Sociology, Communication Design, Interaction Design, or related field required. Master’s degree a plus.

EXPERIENCE:

• 4+ years of conversational experience, including 5+ years in Content Design and Conversation Design with proven track record of successful deployments with projects in both voice and digital virtual agents.

• 2+ years of experience with Contact Centers, IVR/VUI, and/or conversational AI projects.

• Engagement manager is looking for candidate who has a Linguist background.

• Experience working in Agile work environments.

• Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics and processing).

• Experience with a dialer system preferred.

• Experience with data visualization tools like Tableau, Power BI, etc. preferred.

• Experience designing and delivering conversational AI MVPs, pilots, and POCs.

• Experience designing and/or deploying 1) VUI / IVR flows for enterprise contact centers & 2) Voice and/or text-based conversational flows for virtual agents or virtual assistants.

• Healthcare Revenue Management experience is preferred.

• Contact Center experience is required

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.

"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 Conversational Designer 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.

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