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IT Business Analyst

  • Location: Phoenix, Maricopa, Arizona, 85013
  • Salary: 85000.0
  • Job Type:Permanent

Posted 20 days ago

IT Business Analyst
Location:
Phoenix, AZ 85013 - Hybrid schedule
Type: Permanent
Salary: $85K DOE
 

RESPONSIBILITIES

  1. Assess the current operational procedures and challenges by consulting with clinical, operations, IT, call center leadership, and other functional teams.
  2. Configure the CRM platform to improve end-user productivity and automate manual tasks to enhance patient and employee experience promoting high-quality interactions.
  3. Proactively communicate the current and potential capabilities of the CRM and telephony solutions.
  4. Collaborate with the implementation partners to configure system settings, identify gaps, manage security roles, and execute configuration changes.
  5. Perform User Acceptance Testing (UAT) to validate the clinical and operational workflows to comply with the risk and compliance protocols.
  6. Responsible for data mapping, migrations, and integrations between the CRM, EHR, and telephony systems.
  7. Create user manuals, technical documentation, train end-users, and support the patient call/communication center staff.
  8. Develop call quality metrics, reports, dashboards, and key performance indicators (KPIs) to increase the utilization of the CRM and all integrated technologies in a high call volume environment.

QUALIFICATIONS

  • Bachelor’s degree in Computer Science, Mathematics, Engineering, Healthcare, Technology, or similar field required. Master’s preferred.
  • 3+ years of reporting experience with CRM and/or IVR systems.
  • Must have experience configuring SaaS systems, gathering requirements, application testing, documentation, training, and support.
  • Exceptional analytical and conceptual thinking skills.
  • Strong knowledge on cloud CRM and call center applications
  • Understanding of customer care and contact center processes.
  • A high degree of accuracy, efficiency, organization, thoroughness, and attention to detail are required.