Contact Center Optimization Business Analyst II

TriStar Mt. Juliet ER • Mount Juliet, TN

403d

About The Position

The Business Analyst II position at Parallon is a critical role within the Customer Service Organization, responsible for collaborating with operations users to define, analyze, and implement business solutions. This role involves developing and maintaining relationships with stakeholders, translating user requirements into functional specifications, and supporting enhanced business processes to improve efficiency and effectiveness in contact center operations.

Requirements

• Bachelor's degree in Business or related field preferred; equivalent work experience may substitute education requirement.
• 5+ years of business analysis work experience.
• Experience in contact center operations.
• Knowledge of healthcare patient scheduling, customer service, or collections preferred.
• Genesys Contact Center experience preferred.

Nice To Haves

• Experience with healthcare systems and processes.
• Familiarity with data analysis tools and methodologies.

Responsibilities

• Learn from others the use and application of the tools and core techniques.
• Develop and maintain relationships with the business stakeholders across business areas.
• Contribute to development of tools, templates, methods.
• Work collaboratively with teammates and stakeholders to identify project objectives, scope, dependencies, and risks for projects.
• Collaborate with peers to develop a customized business analysis approach, defining the business analysis tasks, resources, and estimated effort to complete a project.
• Translate conceptual user requirements into functional requirements in a clear manner that is comprehensible to developers and others on the project team.
• Analyze current or potential business processes and review existing information systems: interview users, analyze process flows, map/flowchart existing business processes, identify opportunities for improvement, map/flowchart improvements to existing business processes, and document existing business processes and business rules.
• Assist with changes to the business requirements, assess the impact of requirement changes, and ensure appropriate approval of those changes.
• Assist with business requirement communication, ensuring that stakeholders have a shared understanding of the requirements.
• Quickly understand business problems and opportunities in the context of the requirements and analyze and present proposed solution options.
• Leverage and continually mature interview and facilitation techniques to elicit business needs and requirements.
• Assist with development of master and detailed test plans and execute those plans in various product support environments for new upgrades to the system based upon process improvement initiatives.
• Provide post-implementation support by validating pre- and post-implementation data to ensure strategic goals were met before transitioning to support.
• Communicate project status and objectives to project team, downstream departments, clients, and vendors.
• Work collaboratively with internal clients to identify opportunities for improvement.
• Prepare documentation, which may include narratives, charts, graphs, matrices, diagrams, flowcharts, and data element relationship attribute analysis.
• Present quantitative and qualitative information based on documentation in clear and concise manner.
• Structure documentation into knowledge bases for reference, problem solving, planning, and development.
• Assist with development of strong, clear, and thoughtful presentations for groups of all sizes and levels.
• Maintain working knowledge of workflow, systems, and tools used in the department.
• Promote continuous improvement and best practice in processes, performance, and data accuracy.

Benefits

• Comprehensive medical coverage with low copay options.
• Dental and vision benefits.
• Life and disability coverage.
• Flexible spending accounts.
• Supplemental health protection plans.
• 401(k) Plan with a 100% match on 3% to 9% of pay.
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock.
• Family support through fertility and family building benefits.
• Referral services for child, elder, and pet care.
• Consumer discounts through Abenity.
• Education assistance including tuition and certification support.
• Colleague recognition program.
• Time Away From Work Program including paid family leave.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees