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Senior IVR Analyst

2 months ago

Mason, United States Elevance Health Full time

Job Description

:

Location: Elevance Health supports a hybrid workplace model (virtual and in-office) with PulsePoint sites used for collaboration, community, and connection. This includes remote work and 1-2 days in office per week.

The Senior IVR Analyst is responsible for serving as the liaison between the business and IT in translating complex business needs into application software.

How You Will Make an Impact

Primary duties may include, but are not limited to:

Serve as the primary point of contact for all IVR-related feedback, issues, requests and requirements from business and technical team members. Collect, analyze, and document user feedback and requirements to understand and articulate business needs to the technical development team. Facilitate regular meetings between contact center users and the product development team to discuss feedback, challenges, and potential enhancements. Work closely with Marketing Managers to prioritize call scripts and enhancements based on user business strategy and objectives. Develop and maintain comprehensive documentation of business and compliance requirements and end-to-end IVR process. IVR production validation to ensure features and functionality are working as expected. IVR liaison for Compliance and IT questions and research. Lead systems documentation, monitor and manage IVR script development schedules and deliverables. Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems. Ensure communication and information flow between business and technology teams.

Minimum Requirements

Requires a BA/BS and minimum of 5 years of Contact Center and IVR Systems experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences

Knowledge of call flows and contact center operations Proven ability to manage and prioritize multiple stakeholders’ needs and feedback Experience working with Agile methodology Experience working in a healthcare environment Experience working with Genesys platform

Job Level:

Non-Management Exempt

Workshift:

Job Family:

BSP > Business Support

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact for assistance.