Business Analyst - Call Center Optimization

Overview

At Houston Methodist, the Business Analyst is responsible for facilitating within the organization, acting as a bridge between the client, stakeholders and assigned team. The Business Analyst is assigned to projects of intermediate complexity and scope. Responsible for identifying the business needs of clients and stakeholders to determine solutions to business problems. Responsible for requirements development and management. This includes producing, analyzing, validating and documenting business, organizational and/or operational requirements. Analysis includes but is not limited to financial analysis, quality assurance, organizational development, testing, training, and documentation development. The Business Analyst works to ensure that all business requirements are addressed in the implementation of a given product, project or effort.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Communicates (oral and written) effectively with customers, vendors, colleagues, and management about services, contact information, system availability, and information.

• Acts as liaison between the customer and the technical team facilitating requirements gathering sessions, set expectations and coordinate team members utilizing teamwork and collaborative skills.

• Engages customers and elicits requirements using various methods in design and development in conjunction with developers to document business case/scope/plan, business/functional requirements; including specifications for package solutions, and/or software development.

• Partners with assigned Project Manager to support all phases of project implementation.

SERVICE ESSENTIAL FUNCTIONS

• Facilitates gathering and documenting requirements, business rules and other related documentation.

• Decomposes business and user requirements into complete, concise and consistent functional requirements suitable for use by the developer.

• Develops clear messaging to customers and management on plans for issue resolution, status updates and their effect on the department to customers.

• Coordinates discovery, planning and follow up sessions with key customers.

• Participates in resolving system outages, disaster management and change control.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Ensures the quality and integrity of data collected for decision making and works with the other areas of the organization to ensure consistency as applicable. Ensures information is consistent, accurate, relevant and timely.

• Performs required testing and quality assurance to ensure solutions delivered are defect free and of high quality.

• Participates in setting, monitoring, and meeting SLAs with customers. Develops detailed system test plans, execute system test cases and provide issue tracking and consolidation. Manage a coordinated User Acceptance Test (UAT) effort.

FINANCE ESSENTIAL FUNCTIONS

• Utilizes department resources and supplies effectively and practices good time management. Helps minimize excess cost(s) by assisting and recom