Senior Business Analyst (Quality and Business Optimization)

City of Hope

Irwindale, CA

Job posting number: #7145224 (Ref:10021378)

Posted: May 15, 2023

Application Deadline: Open Until Filled

Job Description

About City of Hope

City of Hope's mission is to deliver the cures of tomorrow to the people who need them today. Founded in 1913,City of Hopehas grown into one of the largest cancer research and treatment organizations in the U.S. and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis fornumerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center at its core, City of Hope brings a uniquely integrated model to patients spanning cancer care, research and development, academics and training, and innovation initiatives. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, andtreatment facilities in Atlanta, Chicago and Phoenix. City of Hope’s affiliated group of organizations includesTranslational Genomics Research InstituteandAccessHopeTM. For more information about City of Hope, follow us onFacebook,Twitter,YouTube,InstagramandLinkedIn.

City of Hope’s commitment to Diversity, Equity and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.

Position Summary

The Senior Business Analyst is responsible for leading the strategic development and implementation of process improvement and technology solutions across enterprise patient access. This role has responsibility for improving patient access related workflows, establishing standard work, optimizing technology solutions, and developing effective training programs. Perform and manage complex data analysis to determine process improvement opportunities, evaluate alternatives and prioritize redesign efforts that address the strategic needs of the organization. Serves as a Liaison between access operations and other internal departments. Oversight on all Patient Access initiatives within QBO.

Key Responsibilities include:

Business Analysis

  • Serves as functional and technical consultant on new products, system enhancements and upgrades.
  • Maintain repository of organizational and tactical objectives; develop process documentation, department/unit metrics and key performance indicators.
  • Critically evaluate information gathered from multiple sources; reconcile conflicts; decompose high-level information into details; abstract up from low-level information to a general understanding; and distinguish user requests from underlying true needs.
  • Maintain in-depth understanding of stakeholder’s business and program needs, which will allow for proactively offering business process improvements and solutions to improve efficiency.
  • Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, tasks and workflow analysis.
  • Be the liaison between the business units, technology teams and support teams.
  • Assists management in identifying opportunities to improve business operations and the overall patient experience. Documents current state, recommendations for future state, implementation planning and timeline, and expected benefit. Presents recommendations and full business case to leadership. Oversee and coordinate improvement initiatives across all aspects of patient access including point-of-service scheduling/registration, financial clearance, call center operations, patient referral services, and nurse triage. Drives best practices through influence of leadership team and staff while meeting and exceeding performance targets. Respond to ad-hoc requests and develops effective solutions in a time manner. Coach staff and managers to improve workflow and operational performance.

Project Management/Data Analysis

  • Act as project manager for all aspects of individual projects (e.g., solution analysis, user experience design, information architecture and content strategy, front and back-end development, technical implementation, testing and quality assurance), serving as primary point-of-contact to stakeholders for related work.
  • Act as liaison with stakeholders and project team members regarding changes to scope and delivery dates, providing regular reports and project dashboards to leadership.
  • Establish relationships with stakeholders to determine project requirements, and create proposals that reconcile stakeholder requirements with service scope and ensure proper setting of expectations (e.g., project goals, scope, participant responsibilities, delivery dates, and governance).
  • Develop detailed project work plans, timelines and budget (if applicable). Maintain project assignments, monitor workloads, and resources to meet project requirements. Frequently reassess project scope to ensure projects are carried out according to established plan and budget.
  • Strong influence skills to align with stakeholders’ practices (project management, risk management, etc.), strategies (metrics, goals, outcomes, strategic priorities), and utilizing tactics (negotiation skills, triple constraint, business relationship management principles).
  • Takes the lead in maintaining and improving process automation through system enhancements. Recommends technology solutions through research and analysis of data and business processes. Present analysis and interpretation for operational and business review and planning. Stay current with industry trends and IT solutions.
  • Analyze, review, forecast, and trend big and complex data sets. Performs ad hoc analyses, including prospective modeling and retrospective trending. Able to develop data plans, data request, data acquisition, data cleansing, and perform analytics. Acquiring data from primary or secondary data sources. Work with departmental leaders to outline the specific data needs for each functional unit. Assists management in preparing reports, charts and presentations. Prepares special documents, reports and related materials for staff and executive management meetings as required.

Technical Aptitude

  • Handle special projects. Participate in annual budget process as it relates to improvement goals and initiatives.
  • Actively participate in design, development and testing of project lifecycles.
  • Provide technical direction and best practices to be followed by the team.
  • Mentor, train, and act as SME where needed.
  • Lead the technical analysis, design, development, testing, implementation and post-implementation support
  • Participate in or lead projects to upgrade or enhance Patient Access systems.

Customer Service

  • Build sustainable relationships and trust with key stakeholders through open and interactive collaboration.
  • Superior communication skills, i.e. confirm all commitments made in written form following an interaction and delivery of commitments in a timely manner.Approach each engagement with an above and beyond mindset.
  • Serve as a role model
  • Participate and model vision, culture and change implementation throughout Patient Access and City of Hope.

Basic education, experience and skills required for consideration:

  • Bachelor’s Degree Experience may substitute for minimum education requirements.
  • 5+ years of business analysis or Healthcare Management experience.
  • 5+ years of project management/improvement or consulting experience.
  • Project lead responsibilities for at least two (2) large multi-user system implementations.

Preferred education experience and skills:

  • Six Sigma Lean.
  • PMP (Project Management Professional) from PMI.

Additional Information:

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.

  • As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

Salary / Pay Rate Information:
Pay Rate: $43.91 - $70.25 / hour

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.

City of Hope is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.

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