Business Analyst Senior

The position reports to the Director of Contact Center Planning Analysis.  The role is responsible for business planning, budget management, strategic analysis and business case developments to position the Contact Center as both a clinical care delivery site and strategic asset. The incumbent will work collaboratively with key stakeholders to develop and implement new service delivery models, workflows, site and service line onboardings.  The Sr. Business Analyst role develops business cases leading to strategic vision updates, resource justifications, assess requirements to support future patient-centric service offerings, and develops long-range volume demand by service line/channel to improve patient access to services. This role leads the contact center project planning process and initiative management to support efficient business practices.  This position engages in operating expense and capital planning budget processes, tracks the invoice expense register and variances to budget.

Major Responsibilities:

• Project Planning and Leadership – Ensure alignment to Advocate Healthcare’s strategy by continuously improving how value is delivered to healthcare operations by balancing cost, quality and service.
  •     Applies project planning tools to drive specific strategic and financial objectives through management of activities such as understanding business objective, developing project plans, timelines, risks, budget and team logistics.
  •     Works collaboratively with key stakeholders to analyze value and return on investment of workflow changes and new service delivery models including site migrations to the Contact Center from multiple geographic locations, workflows and organization structure configuration.
  •     Develops long-range volume demand by service line/channel.
  •     Collaborate with colleagues both internal and external subject matter experts to gather best practices and benchmark in both healthcare and unrelated fields.
  •     Facilitates development of business processes, and designing workflows. Develops action plans and measurements/metrics for engagement to ensure sustainability.
  •     Coaches and mentors team members on project management and validation of results
• Strategic Analysis and Business Case Development – Identifies and analyzes opportunities to support patient-centric service offerings to better position the Contact Center as both a clinical care delivery site and strategic asset.
  •     Evaluate opportunities for centralization and automation of services to influence the contact center and the practice site’s profitability and efficiency, in support of our consumer experience.
  •     Collaborate with the directors to define business requirements, develop criteria thresholds for evaluation, and build out the business case for project selection.
  •     Complete observations, data analysis and facilitation of multi-disciplinary team members to develop business cases leading to strategic vision updates and resource justifications.
  •     Evaluate new business requests to define value of the services provided to the organization and financial return. Identify revenue opportunities, cost saving efficiencies, and business cases for growth of the business.
• Goal Setting & Business Efficiency
  •     Provides insight and data analytics to the related design of efficient business practices.
  •     Provides input to the Directors/Leaders to drive desired department goals, productivity and KRA objectives in alignment with Advocate Health Care’s business strategy.
• Operating Expense and Capital Budget Planning
  •     Engage in operating expense budget and monthly forecasting process.
  •     Builds business case for support of capital budget submissions and ensure readiness into the capital planning cycle.
  •     Track invoice expense register and ongoing budget variance to provide a monthly executive summary.
• Leadership/ Collaboration/ Professional Development – Demonstrates respect and understanding for peers and participates as an effective member of the team. Demonstrates leadership behaviors and is committed to the development of self and others. Communicates, presents and influences changes while engaging key stakeholders in the process.
  •     Facilitate multi-disciplinary teams to define objectives and a shared learning utilizing analytical data for support, build buy-in to fixing the problem, identifying team members to participate in driving the solution.
  •     Ensure ongoing effective communication with key leaders and stakeholders through the development of strategic communication plans.
  •     Develop internal Advocate communications, PowerPoint presentations and craft key messages to be delivered by senior leaders to support the operations and strategic pathway.
  •     Influence leaders and peers by acting as a catalyst and role model for behavioral and process change.
  •     Establish and maintains positive relationships with Advocate team members, providers and key executive stakeholders for assessing and diagnosing roadblocks and barriers from a process, quality and cultural points of view.

Education/Experience Required:

• Bachelor’s Degree in Business, Health Administration, Engineering, Finance, or related area. 4+ years’ experience of successful leadership experience in project management and facilitation of large cross-functional team in business operations and technology improvement areas, business analyst or equivalent – Strong leadership experience with increased responsibility in business or operational areas – Consulting and/or project management experience (formal / informal) – Exposure to healthcare, contact center, or service industry operations. – Familiar with Lean, Toyota Production System, Six Sigma, and A3 Thinking

Knowledge, Skills & Abilities Required:

• – Excellent analytical, problem solving and quantitative skills. – Excellent follow up skills with attention to detail with a customer service attitude. – Excellent communication skills and ability to translate complex analyses and insights into relevant business discussions with diverse groups. – Experience with presentation development and delivery to C-Suite, leadership and peers. – Demonstrated self-direction and results orientation – ability to take ownership and accountability on tasks driving the execution through completion. – Demonstrated excellence in organizational and project management skills, development of business cases, and ability to prioritize, plan and execute. – Strong decision making abilities; decisive, confident and experience influencing others – Ability to work effectively as part of a team and with a wide variety of professionals at all levels of the health care system. – Expert with Microsoft product suite including PowerPoint, Excel, Visio, Word. – Exposure to MS Project, Microsoft SharePoint or databases. – Demonstrate ability to thrive in a changing environment and flexibility – Knowledge of Six Sigma and Lean techniques.

Physical Requirements and Working Conditions:

• This position may require domestic travel to industry leading health care systems, contact centers, and industry forums as well as local travel to AMG sites. Work hours may be flexible on occasion. Ability to handle difficult situations and maintain professional conduct. Ability to work independently and willingness to be flexible.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.