Business Technical System Analyst - Physician Services - Enterprise Contact Center

At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

Bon Secours

About Us

As a faith-based and patient-focused organization, Bon Secours exists to enhance the health and well-being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Bon Secours seeks people that are committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive

Business Technical System Analyst - Physician Services - Enterprise Contact Center

Primary Function/General Purpose of Position

The Business Technical Systems Analyst plays a key role in strategizing, developing and implementing long-term best-practice solutions through technology. This role provides business and Information Technology (IT) system analysis to support complex business processes and IT systems within the organization and maintains a thorough understanding of strategic and technological roadmaps. Contributes to strategy decisions and partners with IT and operational leaders to drive execution according to those plans. An integral part of this role is to work with operational leaders on technology optimization, workflow design, and solution implementation. This role is responsible for assisting with education development, operational process improvement, researching and identifying technology best practices, troubleshooting, and providing on call support for BSMH managed technologies, expediting root cause technology solutions, change management, and reporting results.

Essential Job Functions

• Gathers IT and operational new business development requirements by analyzing technology and operations, assists with determining project scope, documenting results, and communicating clearly and effectively to stakeholders. Acts as a liaison between the technical development team and stakeholders to ensure all requirements are met.

• Analyzes business and IT system processes and recommend best practice changes to policies and procedures, troubleshoot issues, and recommend solutions, assess change impact on business processes, and develop process flows.

• Provides subject matter expertise in the business area(s), providing operational knowledge as well as functional IT system knowledge to assist stakeholders with setting business priorities, meeting goals, and strategic growth.

• Leads and/or participates in business discovery sessions, developing IT requirements, functional IT system analysis and design, IT system review and test, develop process flows, review and developing training materials and user guides, troubleshooting business problems, and recommending solutions, or assessing impact on business processes with clients as new applications systems are designed and developed.

• Works with clinical staff to optimize technology and service. Acts as a technical expert to assist with identification of best practice to support customer and business needs.

• Oversees and manages technology systems utilized within the organization and coordinates any required internal or external vendor services.

• Provide after hours on call support for technologies managed by BSMH Physician Services

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

Business Analyst Certification (preferred)

Education

Bachelor's degree in IT, business, or related field (required)

Master's degree in IT, business, or related field (preferred)

Work Experience

3 years of experience in related Customer Relationship Management (CRM), contact center or healthcare environment information technology. (required) 5 years of experience in related CRM, contact center or healthcare environment information technology. (preferred)

Experience in at least one of the following industries healthcare, virtual care, customer relationship management (CRM), contact/call center or SaaS. (preferred)

Experience in at least one of the following IT systems Epic, Salesforce, Cisco & CTI or Systoc/PureOHS (preferred)

Training

None

As a Bon Secours Mercy Health associate, you're part of a Mission that matters. We support your well-being-personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)

• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts

• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders

• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Bon secours Mercy Health - Youngstown, Ohio or Bon Secours - Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email [email protected] . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected]