Virtual Call Center Jobs in Slidell, LA (NOW HIRING)

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate. We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways.
At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters. Come make a difference at Ochsner Health and discover your future today!
Serves as the lead architect for the organization's Cisco Webex Contact Center platform (WxCC), the cloud system that routes and manages incoming patient and customer calls. Designs scalable, secure, and reliable call routing in Cisco's Flow Designer, integrates a third-party AI voice virtual agent into the platform using Cisco's Bring Your Own Virtual Agent (BYOVA) framework and ensures calls hand off smoothly between the virtual agent and live agents. Owns the overall design and the connections between the contact center, self-service tools, and other business systems such as electronic health record (EHR).
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.
This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.
Education
Required - High school diploma or equivalent.
Preferred - Bachelor's degree in related field.
Work Experience
Required - 8 years of related experience within the relevant healthcare and technology discipline(s), including planning and leading medium to large, complex HIT projects.
Preferred - 5 years of experience in architectural design of enterprise systems or applications.
Certifications
Preferred - Project management and/or certification in area of expertise.
Knowledge Skills and Abilities (KSAs)

• Effective verbal, written, and diagrammatic communication skills and ability to present information clearly and professionally to varying levels of individuals.
• Technical knowledge of systems development life-cycle (SDLC) with a solid understanding of challenges associated with the implementation of information systems, from initial concept through development, testing, implementation and operational support.
• Working knowledge of SOA integration, integration lifecycle, and enterprise integration services.
• Ability to understand and interpret technological impact to clinical operations including risk management, change management, configuration management, business continuity, safety, and analytics.
• Ability to plan and lead medium to large, complex HIT projects.
• Ability to effectively collaborate with stakeholders, SMEs, peers, and leadership to develop solutions and secure stakeholder support.
• Ability to take initiative and remain accountable for achieving results.
• Critical thinking skills and ability to accurately analyze information and make sound decisions.
• Excellent time management, presentation, and organization skills.
• Ability to work a flexible schedule (e.g. 24/7, weekend, holiday, on call availability).

Job Duties

• Guides, defines, and documents the technical standards and roadmap of applications and solutions (integrated process, applications, data, and technology) ensuring alignment with the business strategy.
• Designs, develops, and implements solutions to business problems in accordance with enterprise architecture, IS standards, and best practices and promotes adoption of industry best practices for integration architecture frameworks, tools, standards and guidelines.
• Communicates decision points for meeting target criteria, including the rationale and structure of each decision.
• Serves as an advocate to stakeholders, advising on a range of topics from tactical issues to broader, strategic technology initiatives and providing technical guidance.
• Works to further business goals through evaluation and assessment of emergent technologies including prototyping, proof of concept, and making recommendations for adaptation when appropriate.
• Analyzes complex business and competitive issues and discerns the implications for systems implementation and support.
• Works directly with business owners and subject matter experts to plan optimal solutions for business problems and opportunities and provides preliminary workload estimates in all phases of systems development activities.
• Plans and manages medium to large-scale team projects, successfully addressing expectations, technological capabilities, and constraints and cross-technology and cross-platform issues.
• Performs other related duties as required.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.
Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.
This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance related concerns.
The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
Physical and Environmental Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Light Work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible.
Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.
There is no occupational risk for exposure to communicable diseases
Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.
Are you ready to make a difference? Apply Today!
Ochsner Health does not consider an individual an applicant until they have formally applied to the open position on this careers website.
Please refer to the job description to determine whether the position you are interested in is remote or on-site. Individuals who reside in and will work from the following areas are not eligible for remote work position: Colorado, California, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington, and Washington D.C.
Ochsner Health endeavors to make our site accessible to all users. If you would like to contact us regarding the accessibility of our website, or if you need an accommodation to complete the application process, please contact our HR Employee Solution Center at 504-842-4748 (select option 1) or careers@ochsner.org. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Ochsner is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any legally protected class, including protected veterans and individuals with disabilities.