Business Analyst

Role: Business Analyst

Location: Remote

Note: Only on W2

Must have BA + healthcare (payer) + IVR

Key Responsibilities

• Analyse and document business and functional requirements for healthcare IVR use cases (member and provider)
• Partner with business stakeholders to define call flows, decision trees, prompts, menus, and transfer logic
• Translate business needs into BRDs, FRDs, user stories, and acceptance criteria
• Work closely with IVR platforms (e.g., NICE CXone, Avaya) to support:
  • Member authentication and validation
  • Coverage, claims, benefits, eligibility, referrals, and authorizations
• Collaborate with technical teams on API integrations (Member Validate, Claims, Coverage, Eligibility, etc.)
• Support test planning and validation, including reviewing test cases and assisting with defect triage
• Participate in UAT, shakeout testing, and go-live readiness
• Ensure requirements align with HIPAA and healthcare compliance standards
• Act as a liaison between business, QA, and vendor teams to ensure clarity and alignment

Required Skills & Experience

• 6+ years of Business Analyst experience
• Strong healthcare domain experience (payer or provider)
• Hands-on experience with IVR / Contact Center solutions
• Experience documenting end-to-end call flows and business rules
• Understanding of REST APIs, service integrations, and downstream dependencies
• Experience working in Agile / SAFe environments
• Strong communication skills across business and technical stakeholders