Senior Analyst, Patient Support Programs
Core
Own the end-to-end business requirements lifecycle for telephony systems, translating stakeholder needs into user stories and acceptance criteria to support a connected patient and healthcare professional experience.
Role type
Senior Business Analyst (Telephony Systems)
Builds
Unified telephony roadmap, call routing, IVR, queue management, and CRM integrations
Domain
Healthcare / Telephony Systems
Deliverable
product features
Required skills
Requirements lifecycle management, stakeholder partnership, backlog prioritization, process flow documentation, UAT coordination, vendor management, regulatory compliance knowledge, telephony domain expertise, change management, reporting analysis
Preferred skills
Experience with CRM systems, automation opportunities identification, cross-functional dependency management
Technologies
Interactive Voice Response (IVR), Customer Relationship Management (CRM), Telephony reporting tools
Responsibilities
Partner with stakeholders to understand end-to-end telephony needs and customer journeys; Support development and management of a unified telephony roadmap; Own the end-to-end business requirements lifecycle including intake, discovery, and validation; Maintain a consolidated requirements backlog and facilitate prioritization; Serve as the business subject matter resource for telephony capabilities and workflows; Coordinate business validation and user acceptance testing; Coordinate rollout readiness, training, and operational handoffs; Use telephony reporting and monitoring insights to assess outcomes and recommend improvements.
Seniority
Senior, hands-on IC
