Healthcare Business Analyst - Member Experience

Innova Solutions•Philadelphia, PA

5d•Hybrid

About The Position

Innova Solutions is seeking a Healthcare Business Analyst for a full-time, contract-to-hire position lasting 6 months, located in Philadelphia, PA (Hybrid). The role involves gathering and analyzing business requirements, identifying operational issues, supporting process mapping, and translating business needs into functional requirements. The analyst will also create presentations, participate in project planning, support testing, analyze customer feedback and metrics, and contribute to continuous improvement initiatives focused on customer experience and operational efficiency. A key aspect of the role is developing an understanding of healthcare operations, member experience journeys, customer service processes, and regulatory considerations, working under general supervision while gaining knowledge of relevant business processes and technology solutions.

Requirements

Experience supporting healthcare, insurance, customer service, digital experience, or customer-facing applications.
Experience working with reporting, dashboards, KPI analysis, or operational metrics.
Experience with Power BI, Tableau, SQL, Databricks, or data visualization tools.
Experience working with customer feedback, call center analytics, web analytics, or operational reporting.
Familiarity with Agile methodologies and Scrum practices.
Experience in content creation, social media, digital communications, or marketing-related activities.
Experience in digital arts, visual design, multimedia production, or theatrical/public speaking activities.
Demonstrated ability to communicate complex concepts in a clear and engaging manner.
Strong presentation and storytelling skills with the confidence to present to large audiences.
Must be able to be engaged on a W-2 basis.

Responsibilities

Gather, document, and analyze business requirements from stakeholders and subject matter experts.
Assist in identifying root causes of business and operational issues and recommend practical solutions.
Support requirements definition, business process mapping, use case development, and workflow documentation.
Research and evaluate business problems and assess their relationship to existing technology solutions.
Partner with business and technical teams to translate business needs into functional requirements.
Create presentations, reports, dashboards, meeting materials, and executive summaries.
Participate in project planning, requirements gathering sessions, workshops, and stakeholder meetings.
Support testing activities including test case review, defect validation, and business acceptance testing.
Analyze customer feedback, service trends, operational metrics, and business performance data.
Assist in developing business cases, cost-benefit analyses, project proposals, and recommendations.
Present findings, recommendations, and project updates to stakeholders and leadership teams.
Contribute to continuous improvement initiatives focused on customer experience, digital engagement, and operational efficiency.
Develop understanding of healthcare operations, member experience journeys, customer service processes, and regulatory considerations.
Works under general supervision while developing knowledge of healthcare business processes, customer service operations, digital engagement platforms, and technology solutions that support member and provider experiences.