Manager IT Contact Center

Introduction

Do you want to join an organization that invests in you as a Manager IT Contact Center? 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 Manager IT Contact Center like you to be a part of our team.

Job Summary and Qualifications

The Manager of Contact Center Technology serves as the technical resource manager for CSO Contact Center Technology and maintenance efforts. This position assists the Director of Contact Center Technology in providing leadership for our existing application environment, implementation, and customization of Contact Center Technologies, and guidance/expertise for the continuous improvement of uninterrupted operations. The Manager will plan, organize, and oversee the execution of the work of Application Engineers and Business Analysts/Product Analysts. They will collaborate with business owners to understand requirements and to identify solutions. The Manager will possess and utilize significant breadth and depth of experience in troubleshooting, maintenance, and administration of application systems. In addition to software development/support, the candidate will work with interfaces to and from applications within their area of responsibility. This role will also spend time planning and coordinating work efforts with other functional groups, including Data Base Administration, Storage, OS Support, Business Continuity, Security, PCI, and NOC.

In this role you will:

• Planning: Resources, SLAs, Project tasks, Business Continuity, Capacity, and IT Solutions
• Manage staff maintaining/supporting multiple products and services to meet overall vision for Parallon CSO. Prioritize staff work based on stakeholder input, allocating tasks appropriately for skills and capacity of the team members. Provide oversight to ensure quality and timeliness of work to implement the Parallon CSO strategy.
• Manage the change process to make sure it follows the Parallon guidelines and meets leadership expectations.
• Manage vendor and contact worker relationships and expectations of support in the Telecom area.
• Interview, hire, and train all new staff members in their respective focus areas.
• Manage ticket inventory and support resolutions to acceptable metrics.
• Adheres to and supports organizational IT&S standards, policies, and procedures.
• Creates joint vision and future strategies by building and managing relationships with multiple key stakeholders and staff including functional area SMEs, Corporate IT and Internal Audit.
• Creates an environment that encourages information sharing, team-based resolution, cross-training, and process improvement.
• Responsible for the development of staff through coaching, performance planning and monitoring of progress. Ensures staff follows processes/standards to achieve needs of the business. Conduct staff goals, performance assessments, & salary recommendations.
• Organize and oversee daytime and on-call support for production systems, jobstreams, and processes to ensure high availability, highly accurate systems
• Works with leaders to set area and product/service direction in alignment with larger direction/architecture, develops area goals, and establishes work priorities.
• Must be able to effectively delegate to staff and follow up to ensure commitments are met.
• Document internal procedures, including creating new and updating existing procedures to streamline the processes.
• Update/Publish team dashboard of current activity, status, commitments and dates.
• Software upgrade planning and implementation

What Qualifications you will need:

• Telephony/Contact Center experience preferred
• Understanding of various cloud technologies (AWS, GCP, or Azure, etc) preferred
• College graduate preferred or equivalent work experience - Prefer degree in Management Information Science or other computer related area
• 7 years of experience on increasingly challenging projects in business, or systems analysis or systems development
• General understanding of Contact Centers as it pertains to the healthcare industry.
• Development experience is preferred.

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 Manager IT Contact Center 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.