Reston Hospital ยท 9 hours ago
Contact Center Optimization Business Analyst II
Reston, VA
Full-time
Remote
Mid, Senior Level
5+ years exp
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Responsibilities
Learn from others the use and application of the tools and core techniques
Develop and maintain relationships with the business stakeholders across business areas
Contribute to development of tools, templates, methods
Work collaboratively with teammates and stakeholders to identify project objectives, scope, dependencies, and risks for projects
Collaborate with peers to develop a customized business analysis approach, defining the business analysis tasks, resources, and estimated effort to complete a project
Translate conceptual user requirements into functional requirements in a clear manner that is comprehensible to developers and others on the project team
Analyze current or potential business processes and review existing information systems: interview users, analyze process flows, map/flowchart existing business processes, identify opportunities for improvement, map/flowchart improvements to existing business processes, and document existing business processes and business rules
Assist with changes to the business requirements, assess the impact of requirement changes, and ensure appropriate approval of those changes
Assist with business requirement communication, ensuring that stakeholders have a shared understanding of the requirements
Quickly understand business problems and opportunities in the context of the requirements and analyze and present proposed solution options
Leverage and continually mature interview and facilitation techniques to elicit business needs and requirements
Assist with development of master and detailed test plans and execute those plans in various product support environments for new upgrades to the system based upon process improvement initiatives
Provide post-implementation support by validating pre- and post-implementation data to ensure strategic goals were met before transitioning to support
Communicate project status and objectives to project team, downstream departments, clients, and vendors
Work collaboratively with internal clients to identify opportunities for improvement
Prepare documentation, which may include narratives, charts, graphs, matrices, diagrams, flowcharts, and data element relationship attribute analysis. Present quantitative and qualitative information based on documentation in clear and concise manner. Structure documentation into knowledge bases for reference, problem solving, planning, and development.
Assist with development of strong, clear, and thoughtful presentations for groups of all sizes and levels
Maintain working knowledge of workflow, systems, and tools used in the department
Promote continuous improvement and best practice in processes, performance, and data accuracy
Qualification
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Required
5+ years of business analysis work experience
Experience in contact center operations
Preferred
Bachelor's degree in Business or related field preferred
Knowledge of healthcare patient scheduling, customer service, or collections preferred
Genesys Contact Center experience preferred
Benefits
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
Free counseling services and resources for emotional, physical and financial wellbeing
401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
Employee Stock Purchase Plan with 10% off HCA Healthcare stock
Family support through fertility and family building benefits with Progyny and adoption assistance.
Referral services for child, elder and pet care, home and auto repair, event planning and more
Consumer discounts through Abenity and Consumer Discounts
Retirement readiness, rollover assistance services and preferred banking partnerships
Education assistance (tuition, student loan, certification support, dependent scholarships)
Colleague recognition program
Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Company
Reston Hospital
Welcome to Reston Hospital Center, a full-service, 231-bed acute care medical and surgical hospital serving residents in Reston and the growing Northern Virginia region.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Whitney Fenyak
Chief Operating Officer
Gail Owens
CWON
Company data provided by crunchbase
