Product Owner - Healthcare Conversational AI / Voice Bots

Programmers.io

Role Summary

Seeking a Product Owner to lead the design and implementation of AI-powered voice bots supporting provider and member calls. The role acts as the bridge between Contact Center Operations, Business SMEs, and Bot Development teams, translating healthcare workflows into voice bot requirements and conversational experiences.

Key Responsibilities

Define and manage the product backlog for voice bot solutions.
Gather requirements and write user stories, business rules, decision trees, and acceptance criteria.
Design call flows and conversational journeys for:
- Claims & Claims Status
- Eligibility & Benefits
- Prior Authorization
- Utilization Management (UM)
- Care Management (CM)
- Provider Services
Define bot intents, utterances, routing logic, containment strategies, and agent handoff scenarios.
Partner with Contact Center, Operations, Product, and Engineering teams to deliver automation solutions.
Support testing, UAT, deployment, and ongoing optimization of voice bots.

Required Qualifications

Strong Healthcare Payer experience with deep understanding of:
- Claims Processing & Adjudication
- Eligibility & Enrollment
- Benefits Administration
- UM & CM
- Provider and Member Services
Experience as a Product Owner, Product Manager, or Lead Business Analyst.
Experience defining requirements for IVR, Conversational AI, Voice Bots, or Contact Center automation.
Strong Agile, requirements management, and stakeholder management skills.
Ability to translate complex healthcare processes into automated conversational workflows.

Preferred

Experience with Genesys, NICE, Amazon Connect, Five9, or similar platforms.
Knowledge of AI/NLP technologies.
Experience with Facets, QNXT, HealthRules, GuidingCare, or other payer platforms.
Understanding of HIPAA, Medicare, and Medicaid regulations.

Ideal Candidate

A healthcare payer SME with strong Product Owner and Business Analysis skills who can convert provider/member servicing processes into effective AI-driven voice bot solutions that improve containment, reduce call volume, and enhance customer experience.

Apply

Vacancy posted 2 days ago

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