Senior Business Analyst

The Opportunity

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The Senior Business Analyst works with users to understand complex clinical and business workflows, define functional requirements, convey requirements to colleagues engaged in software design and configuration activities, execute test scripts and user acceptance testing, and provide software support services.

Responsible for evaluating and documenting existing business processes and recommending optimization efforts to re-engineer processes accordingly.

Position Summary

The Mass General Brigham (MGB) Home Hospital program aims to improve the care of patients in their homes while increasing hospital capacity and reducing total costs of care.

The Home Hospital program will consume all digital solutions found in a traditional hospital for patients in their home, and additionally requires mobile communication tools to collaborate and deliver patient care.

The BA will primarily support the mobile applications used by Home Hospital staff.

The BA will support new technology offerings and mobile applications including the Voalte communication platform, which includes working with enterprise teams on the management of new releases and upgrades, training, and staff directory maintenance.

The BA will participate as a Home Hospital representative in the MGB Enterprise Voalte taskforce. The BA will work with the business on new technology and ensure reliable technical infrastructure, troubleshoot mobile devices and collaborate with the Enterprise Mobility Management (EMM) team to manage the mobile application libraries.

Provide excellent customer service by being responsive to and addressing user issues, concerns and questions. On-going communication and follow-through with customers are essential.

This includes Service Desk ticket tracking, documentation and follow up.

• Provide production support for existing and new technology applications, integrations, technical infrastructure, mobile devices, including cell phones / iPads and how we use them in daily operations and other hardware dependencies.
• Manage mobile device repair / replacement process including tracking and provisioning of replacement devices.
• Configure and deploy mobile hardware (iPhone, charging solutions, etc.).
• Perform routine maintenance on phones including operating system updates, application updates, etc.
• Identify test requirements, document test plans and conduct detailed testing of software, infrastructure, mobile device, and other associated hardware.
• Lead and / or contribute to roll out of Voalte (Voalte Me, Voalte One, Voalte Messenger) to new departments including definition of workflow, design, configuration and data entry of Voalte tables, end-user training, hardware deployment, etc.
• Implement, test, and support application integrations / interfaces (ADT, Paging System, Alarms, etc.).
• Develop project goals, objectives, approach, timeline, and scope in collaboration with the Home Hospital business leadership through negotiation and diplomacy that result in a well-defined, well sponsored project.
• Propose workflow changes and facilitate implementation of changes for successful adoption of new technologies and processes.
• Maintain expertise in related information technologies and techniques. Develop expertise on secure communication technologies.
• Participate in on call 24x7 rotation.

Principal Duties And Responsibilities

• Support and educate users on the use of clinical and complementary applications. Prepare end-user training materials.
• Identify and resolve complex issues, escalating as needed for timely resolution.
• Provide high quality service to users, according to defined service level agreements.
• Create and run reports as needed using tools such as Epic Reporting Workbench.
• Document and analyze complex business processes and workflows to drive business process improvements and ensure accurate system configuration.

Identify opportunities for process improvement.

• Understand user requirements; translate them into functional requirements, help define business value, and assist users with submission for software updates.
• Develop and execute user acceptance testing plans including creation of test cases.
• Communicate status of various team efforts to leadership and stakeholders, including preparing presentations.
• Participate in team meetings to discuss team and project activities, issues, changes, and communications.
• Have knowledge of mobile applications including MGB as well as other vendor systems.
• Identify and recommend best practices for business analysis, training, and end user support functions.
• Use recognized project management tools and methodologies.
• Use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done : Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk;

and how we treat each other : Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Other duties as assigned.

About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system.

Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities.

Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential.

Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors.

We support each member of our team to own their personal development and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done : Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk;

and how we treat each other : Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees.

Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

Qualifications

• Bachelor’s Degree in Business, Information Technology, Healthcare, or a related field required; Master’s degree preferred.
• Eight or more years of healthcare information technology experience with knowledge of clinical systems.
• Epic Certification desired or must obtain Epic training as outlined by program requirement.
• A combination of education and experience may be substituted for requirements.

Skills, Abilities And Competencies

• Experience providing training and support to end users, preferably in a healthcare setting.
• Deep knowledge and understanding of clinical workflows.
• Exceptional problem-solving, workflow analysis and workflow improvement skills.
• Ability to effectively translate business requirements to functional requirements.
• Possess strong interpersonal skills to effectively communicate with staff at all levels of the organization including both technical and non-technical staff.
• Ability to effectively conduct large meetings and working sessions, both formal and informal including department and clinical staff.
• Self-motivated, independent and possesses the ability to learn quickly.
• Strong written and verbal communication skills including facilitation and presentation.
• Knowledge of Microsoft Office365 and other popular office productivity solutions.

Diversity Statement

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community.

We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity : race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

Primary Location

MA-Somerville-MGB Assembly Row

Work Locations

MGB Assembly Row

Business and Systems Analyst

Organization

Mass General Brigham

Schedule

Full-time

Standard Hours

Shift

Day Job

Posted Shift Description

Remote Role M-F Days. Onsite Meetings may be required if projects require onsite presence.

Employee Status

Regular

Recruiting Department

MGB Digital

Job Posting

Nov 29, 2023

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