IVR Analyst

Horizon Blue Cross Blue Shield of New Jersey empowers our members to achieve their best health.  For over 90 years, we have been New Jersey’s health solutions leader driving innovations that improve health care quality, affordability, and member experience.  Our members are our neighbors, our friends, and our families.  It is this understanding that drives us to better serve and care for the 3.5 million people who place their trust in us. We pride ourselves on our best-in-class employees and strive to maintain an innovative and inclusive environment that allows them to thrive. When our employees bring their best and succeed, the Company succeeds. 

This position is responsible for analyzing, understanding and translating business needs into business/technical requirements. The IVR Analyst will serve as a key liaison between business stakeholders and technical teams to support enhancements to the IVR system, improve self-service performance, and ensure high-quality customer experiences.

Job Responsibilities:

• Takes ownership of the analysis and understanding of medium to complex issues, and coordinates the documentation of business needs.
• Leads Business Requirements Gathering process, including the creation of deliverables.
• Partners with cross-functional teams to evaluate and recommend viable solution alternatives.
• Follows the Horizon's business requirement's documentation process utilizing the appropriate tools.
• Creates and delivers work estimates to client(s).
• Creates and coordinates the creation of technical documents and high-level solution designs.
• Conducts data-driven research and analysis of IVR performance, including metrics such as containment rates and user behavior.
• Develops or contributes to documentation of call flows, VUI (Voice User Interface) designs, API/data exchange requirements, and high-level solution designs.
• Supports efforts to improve containment while maintaining ease of use and customer satisfaction.
• Leads and manages the process for IVR, self-service enhancements, and other business-requested initiatives; validates requirements to ensure alignment with business goals and stakeholder expectations, and ensures traceability throughout the solution lifecycle Maintains clear documentation of requirements for future reuse and aligns them to both current and future state IVR models.
• Partners with business and technical teams to identify operational efficiencies and support transition to improved future state IVR experiences and supporting systems.

Education/Experience:

• High School Diploma/GED required.
• Bachelor’s degree preferred or relevant experience in lieu of degree.
• Note that licensing requirements still apply for internal candidates.
• Graduate studies or professional development activities preferred.
• Developing IT audit scope and work programs.
• 6-8 years of related IT work experience preferably in the health insurance industry.
• Demonstrated experience in a key role in major company initiatives and demonstrated leadership experience.
• Demonstrated progression of professional responsibility.

Knowledge:

• Requires knowledge of system development life cycle and implementation methodologies.
• Requires excellence in structured query languages, or analysis techniques.
• Requires strong ability to apply structure to loosely defined complex problems.
• Demonstrates understanding of core business functions.
• Requires familiarity with IVR platforms (e.g., Genesys, Cisco, Avaya).

Skills:

• Requires skillful project execution experience and knowledge.
• Requires excellent verbal and written communication skills.
• Requires knowledge of programming, development, and technical architecture.
• Requires experience with documenting VUI designs, call flows, and/or API’s.

Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware

Salary Range:

$96,300 - $131,565

​This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity.  This range has been created in good faith based on information known to Horizon at the time of posting.  Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes:

• Comprehensive health benefits (Medical/Dental/Vision)

• Retirement Plans

• Generous PTO

• Incentive Plans

• Wellness Programs

• Paid Volunteer Time Off

• Tuition Reimbursement

Disclaimer:
This job summary has been designed to indicate the general nature and level of work performed by colleagues within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of colleagues assigned to this job.

Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law.  Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.