Business Process Architect, Product Management, Patient CRM

AstraZeneca•Mississauga, ON

2d•Hybrid

About The Position

The purpose of this role is to be the Business Process Architect of the Patient CRM using an Agile framework within Commercial Business Operations. The Business Process Architect will focus on designing, modeling and optimizing complex regulated end-to-end business processes across Therapeutic Areas and products. This includes deep understanding of the patient journey workflows, analyzing how end users operate and translating workflows into byte-size implementable processes to improve system usability, efficiency and quality. The Business Process Architect will work closely in tandem with the Product Owners, Patient Services team and other stakeholders to gather requirements, understand the underlying data needs, measurable metrics, related reporting needs and design process blueprints that can be implementable on Salesforce LifeScience cloud. This role will also work closely with IT to ensure that the process blueprints are translated into detailed technical design and build-ready specifications, ensuring feasibility before development begins. To be successful, this role requires a good understanding of the Patient Services processes and Salesforce technology to drive efficiency and success in all aspects of product development and operations.

Requirements

3–5+ years of experience in process management, business analysis and solution architecture.
3+ years of experience in Salesforce CRM architecture, specifically within healthcare, patient services area.
3+ years of experience in CRM configuration, Salesforce Health Cloud/ Salesforce LifeScience Cloud, Process Builder/Flows and process data mapping.
Knowledge of Agile methodology.
Domain knowledge of patient relationship management, HIPAA compliance.
Strong ability to document complex workflows and translate them into actionable system requirements.
Understanding of process modeling methodologies, usability principles and accessibility standards.
Proficient in using various process mapping tools (e.g., ARIS, Visio) and modeling standards such as Business Process Model and Notation (BPMN).
Proven experience understanding the needs of the customer and strong problem-solving skills.
Proven successful collaboration and communication with IT and other key cross-functional partners.
Able to successfully juggle the competing demands of multiple concurrent projects.
Employees must be able, with or without an accommodation to: use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours.

Nice To Haves

Bachelor’s degree in Business Administration, Information Systems, Engineering, or a related field.
Familiarity with the relevant legal and regulatory components of the pharmaceutical and biotech industry.
Ultra/Rare disease experience a plus.
Demonstrated success working within cross-functional teams and ability to coordinate with cross-functional teams to deliver project success.
Strong empathetic, communication and listening skills.
Ability to act with urgency, flexibility, and creativity.
Strong organizational skills and ability to adapt to change and react constructively in a high-energy and fast paced environment.
Demonstrates initiative, teamwork and accountability.
Excellent analytical, communication and presentation skills.
Proficient in MS Tools, Visio, PowerPoint and Excel.
Certifications like Certified Business Architect (CBPA), Six Sigma (Green/Black Belt), Salesforce or similar are highly valued.
Experience in Accessibility/ Inclusive Design – i.e. ensuring the best experience for all users, independent of their (dis)ability.

Responsibilities

Analyze and design business processes to improve efficiency, productivity, and scalability.
Create automated & optimized workflow processes across the various stages of patient journeys and support services.
Break down complex requirements into multiple workflow processes that are implementable using tools such as Salesforce Life Science cloud.
Map each stage of workflow processes to the data that is required for patient support services, measuring business goals & metrics and other reporting needs.
Define metrics & data required to evaluate workflow process efficiency, quality and compliance.
Ensure business process workflows support the overall business goals, bridging the gap between strategic intent and operational reality.
Partner with Patient CRM product team, Patient Services and IT to ensure process maps and associated data align with patient care goals, regulatory requirements and business metrics.
Develop and maintain documentation of process workflows, BPMN models, data maps/metrics and best practices.
Partner with IT Solution Architect to translate workflows into system design along with the desired data elements.
Perform reviews of the wireframes and prototypes by partnering with IT to ensure requirements and product specifications are met.
Perform user acceptance testing to ensure requirements and product specifications are met.
Periodic review of workflow process to ensure the updates to patient journey process and end user feedbacks are incorporated.
Knowledge of Salesforce CRM functionalities, Salesforce reporting capabilities and patient data management.
Knowledge of patient data regulatory standards – HIPAA, GDPR.
Share best practices and insights with team members and stakeholders to foster a culture of process-driven and user-centric thinking.