Business Systems Analyst

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Spearhead the comprehensive execution of member experience projects, covering everything from scoping and defining requirements to implementation, validation, and monitoring after launch.

• Take ownership of deliverables and drive the outcomes of initiatives.

• Create business requirements, user stories, and process documentation in collaboration with business stakeholders.

• Convert operational needs into detailed specifications for IT teams and vendors.

• Ensure that delivered solutions are validated against the expected business outcomes.

• Oversee the intake, submission, and tracking of IT and vendor tickets as well as enhancement requests.

• Track progress, escalate any blockers, follow up on outstanding items, and communicate status updates, risks, and timelines.

• Develop and maintain project plans, timelines, and status reports.

• Facilitate working sessions that lead to decisions and actionable items.

• Coordinate change management efforts, communications, and training to promote adoption.

• Collaborate with Member Services, Quality, Compliance, and other functional areas.

• Evaluate project outcomes, gather member feedback, and analyze operational data to assess impact and guide leadership recommendations.

• Report directly to the Vice President of Strategic Initiatives.

⛳️ Requirements

• A bachelor's degree or equivalent professional experience.

• Minimum of 3 years in project management, business analysis, process improvement, or healthcare operations.

• Ideally, experience within Medicare Advantage, managed care, or a similar regulated customer/member service environment.

• Proficient in drafting business requirements, functional specifications, or process documentation.

• Experience collaborating with IT teams such as Data, Salesforce, and Reporting.

• Practical experience in managing ticketing and intake processes using tools such as Jira, ServiceNow, Salesforce cases, or similar systems.

• Strong organizational skills and the ability to follow through on multiple concurrent projects.

• Exceptional interpersonal and communication abilities.

• Capability to foster productive relationships across business, IT, and vendor teams.

• Preferred: Familiarity with Salesforce or CRM-based platforms.

• Preferred: Knowledge of CAHPS, HOS, Star Ratings, or other member experience and quality measurement programs.

• Preferred: Experience in business process mapping, workflow design, or operational redesign.

• Comfortable using Excel, dashboards, or business intelligence tools.

🏝️ Benefits

• A competitive salary in line with market standards.

• Medical, Dental, and Vision coverage.

• Employer-Paid Life Insurance.

• Paid Maternal Leave.

• Paid Paternal Leave.

• 401(K) matching up to 4%.

• Paid Time Off.

• Employee Assistance Programs.

• Supplemental benefits including Spouse Insurance, Pet Insurance, Critical Illness coverage, and ID Protection.