Provider Experience Business Analyst

Texas Health & Human Services Commission•Austin, TX

3d•$5,798 - $7,083•Hybrid

About The Position

The Texas Health and Human Services Commission (HHSC) Medicaid CHIP Services (MCS) division seeks a highly qualified candidate for the position of Provider Experience Business Analyst (IT Business Analyst III), reporting to the Director of Provider Experience for Operations. The MCS Operations department delivers infrastructure for both the managed care and fee-for-service delivery models within Texas Medicaid, one of the largest healthcare programs in the country, serving approximately 4 million Texans. Key department deliverables include claims resolution, acute care claims processing, provider enrollment, IDD Waiver Programs, Vendor Drug Program, and management of Medicaid Modernization. MCS is driven by its mission to deliver high quality, cost-effective services to Texans. The IT Business Analyst III, Provider Experience serves as the liaison between business and technical teams to ensure provider experience needs are clearly understood, documented prioritized, and incorporated into projects, system enhancements, and operational improvements. This position supports the Director of Provider Experience by translating provider feedback, business needs, and operational priorities into actionable requirements that improve systems, processes, and services within Medicaid and CHIP Services. The role focuses on provider-facing systems and processes, including provider enrollment, revalidation, re-enrollment, maintenance activities, and future Medicaid technology modernization efforts. The Business IT Analyst works closely with program staff, technology teams, vendors, policy partners, quality teams, and other stakeholders to support a more seamless, consistent, and responsive provider experience.

Requirements

Knowledge of the general framework of state and federal laws and regulations relevant to publicly funded healthcare services such as Medicaid and CHIP.
Knowledge of healthcare IT systems.
Knowledge of business process analysis, workflow evaluation, system usability review, and continuous improvement methods.
Skill in establishing plans and setting objectives and goals that support an overall business strategy.
Skill in identifying problems, evaluating alternatives, and implementing effective solutions.
Skill in research and analysis of policies and processes to ensure compliance with applicable regulations and standards.
Skill in communicating complex findings in a clear and professional manner.
Skill in establishing and maintaining effective working relationships with program staff, technology partners, vendors, and stakeholders.
Ability to conduct audits, reviews, and evaluations of provider facing systems and business processes.
Ability to analyze complex information and translate findings into practical recommendations.
Ability to assess provider experience concerns through process data, provider feedback, usability information, and operational measures.
Ability to identify risks, root causes, and opportunities for improvement.
Ability to prepare accurate reports, summaries, presentations, and corrective action updates.
Ability to manage multiple assignments and meet deadlines.
Graduation from an accredited four-year college or university with major coursework in any one or more of the following: information technology, computer information systems, business administration, public administration, healthcare administration, accounting, auditing, data analytics, or a related field. Related experience may be substituted for education on a year-for-year basis.
At least three years of experience in one or more of the following areas: business analysis, systems analysis, project coordination, process improvement, or requirements development.
Experience evaluating technology systems, provider facing systems, customer experience processes, Medicaid operations, healthcare operations, enrollment processes, or public sector programs.

Nice To Haves

Experience using journey maps, process maps, dashboards, personas, surveys, or provider feedback tools preferred.
Lean Six Sigma Green or Black Belt certification, or related certification.

Responsibilities

Serves as a liaison between provider experience business teams, technology teams, vendors, and operational stakeholders. Facilitates communication to ensure business needs are accurately understood and reflected in system enhancements. Translates experience goals into business requirements, functional requirements, personas, and process documentation. Supports alignment between provider experience priorities, MCS operational goals, and HHSC technology modernization efforts.
Gathers, analyzes, and documents business needs related to provider enrollment, system usability, provider communication, workflow efficiency, and operational performance. Reviews provider feedback, surveys, help desk trends, audit findings, quality reviews, and stakeholder input to identify improvement opportunities. Develops current-state and future-state process maps, journey maps, workflow diagrams, and gap analyses.
Supports projects and system enhancements from planning through implementation. Participates in requirements sessions, design reviews, testing activities, implementation planning, and post-implementation evaluation.
Participates in meetings, workgroups, and project activities related to provider experience, system enhancement, Medicaid modernization, and operational improvement. Builds collaborative working relationships and provides timely responses to requests for information.
Prepares clear documentation, presentations, decision logs, and status updates for leadership and project teams. Helps ensure stakeholders understand system changes, business impacts, timelines, risks, and implementation expectations.
Other duties as assigned.