Product Owner - Healthcare Conversational AI / Voice Bots

Job Description:

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

• Experience: 10-12+ Years

• Domain: Healthcare Payer | Contact Center | AI/Voice Bots

• 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, Health Rules, Guiding Care, or other payer platforms.
• Understanding of HIPAA, Medicare, and Medicaid regulations.