Business Systems Analyst III - Customer Experience

Fidelis Care Rochester, NY 2017-02-20
Fidelis Care offers quality, affordable coverage to residents across the State of New York, including products available through Medicaid, Medicare and the NY State of Health. Fidelis Care was founded on the belief that all New Yorkers should have access to affordable, quality health insurance and that remains our mission to this day to our 1.5 million members.

Position Summary:

The Business Systems Analyst III acts as the primary liaison between IT and the operational departments within the organization. This position functions in a trusted advisor role and provides subject matter expertise to the clients in whom it serves through analysis and the development of business and functional requirements for initiatives of all sizes. The Business Systems Analyst III serves in a relationship management role to increase customer service, participates on project teams to assist in timely delivery of IT project initiatives and also serves as a mentor to team members. This position will primarily support the Customer Experience , leveraging customer insights and collaborating both internally and externally to define and drive the Customer Experience Strategy.

  • Serves as technical and subject matter expert for initiatives involving the end to end life cycle of customer touch points, including web, phone/IVR, social media and traditional correspondence channels.
  • Formulates and implements customer experience strategies and solutions to increase customer affinity and improve customer retention.
  • Development of customer focused roadmaps (e.g. Member, Provider, Broker)
  • Participates in focus group and beta testing activities with external customers
  • Acts as the voice of the customer in all programs and company efforts to ensure customer focus at all levels
  • Analyzes and queries data; has knowledge of the Facets data models and queries data from other relational data sources.
  • Performs data mapping, including the creation and maintenance of file specifications
  • Participates in regulatory meetings and webinars to obtain regulatory requirements and direction
  • Performs analysis to define opportunities to create improved future state workflows/solutions
  • Leads and facilitates requirements and design sessions. Documents business and functional specifications used for software design and development including software traceability matrices and use case diagrams.
  • Conducts requirements reviews to obtain sign-off from project/operational stakeholders.
  • Sets projects timelines with identified deliverables
  • Uses metrics and data to lead process improvement initiatives
Required Skills/Experience:
  • BA/BS - Bachelor’s Degree or equivalent required. Degree in Computer Science or Computer Programming a plus
  • Minimum 5-8 years previous experience as a Business/Systems Analyst
  • Health Care Industry experience
  • Experience in marketing, customer service and analysis of customer data. Demonstrated ability to support multiple customer types (e.g. Member, Broker, Provider) and channels.
  • Experience with and the TriZetto Facets application preferred
  • Experience with implementation of vendor solutions
  • Knowledge of health care benefits and product offerings including NY State of Health exchange plans, Medicaid, Medicare, Dual, FIDA, Child Health Plus and Managed Long Term Care programs a plus
  • Strong data analytics and query skills
  • Demonstrated ability to:
    • Lead and elicit business needs and requirements from a diverse set of stakeholders
    • Document and communicate requirements to the stakeholders, developers and testers.
    • Construct or modify use case diagrams and process models.
    • Create and execute test scenarios
  • Experienced in full software development life cycle
  • Understanding of the concept of online and batch environments
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