Business Analyst CRM & Training SOP

The pay range above represents the minimum and maximum rate for this position in California. Factors that may be used to determine where newly hired employees will be placed in the pay range include the employee specific skills and qualifications, relevant years of experience and comparison to other employees already in this role. Most often, a newly hired employee will be placed below the midpoint of the range. Salary range will vary for remote positions outside of California.

Work Culture:

GCHP strives to create an inclusive, highly collaborative work culture where our people are empowered to grow and thrive.  This philosophy enables us to create the health plan of the future and do our best work – Together.

GCHP promotes a flexible work environment. Employees may work from a home location or in the GCHP office for all or part of their regular workweek (see disclaimer).

GCHP’s focuses on 5 Core Values in the workplace:

•    Integrity

•    Accountability

•    Collaboration

•    Trust 

•    Respect

Disclaimers:

•    Flexible work schedule is based on job duties, department, organization, or business need.

•    Gold Coast Health Plan will not sponsor applicants for work visas.

POSITION SUMMARY

The Business Analyst CRM and Training SOP will report to the Sr. Manager, Claims and Operations. The BA will  focus on creating high-quality training content, Standard Operating procedures (SOPs), and end-user documentation. This role will collaborate with the technical Business Analyst and operations team to develop materials in line with regulatory and organizational requirements. The ideal candidate will ensure the accuracy and compliance of all materials and work with their manager and other business units to obtain necessary approvals from regulatory bodies, such as the Department of Health Care Services (DHCS) for member-facing communications. The role also involves coordinating with the contact center management teams to ensure effective and timely delivery of training.

As a Business Analyst specializing in Training and Documentation, this role is responsible for analyzing training needs, developing training materials, and creating comprehensive documentation for various processes and systems. The role will be crucial in ensuring that team members are well-equipped with the knowledge and resources they need to succeed. 

Amount of Travel Required: 5%

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

Job Function & Responsibilities

•    Needs Assessment: Collaborate with stakeholders to identify training requirements and gaps in knowledge.

•    Training Development: Design, develop, and implement training programs and materials, including e-learning modules, workshops, and instructional guides.

•    Documentation Creation: Produce and maintain clear, concise documentation for processes, systems, and training materials to support user understanding and compliance.

•    User Support: Provide ongoing support to users, addressing questions and concerns related to training and documentation.

•    Feedback Gathering: Collect and analyze feedback from training participants to continuously improve training programs and materials.

•    Cross-Department Collaboration: Work closely with cross-functional teams to ensure alignment on processes and training needs.

•    Performance Metrics: Track and report on the effectiveness of training initiatives and documentation, using data to inform future improvements.

•    Develop and maintain training content, SOPs, and end-user documentation for internal and external audiences, ensuring all materials comply with regulatory and organizational standards.

•    Collaborate with technical Business Analysts, subject matter experts, and the operations team to translate system workflows and processes into clear and effective materials.

•    Work closely with member and provider contact center management teams to coordinate the timing and implementation of training plans.

•    Align training content with the contact center’s operational needs, ensuring smooth integration