Business Analyst CRM & Training SOP

The pay range above represents the minimum and maximum rate for this position in California. Factors that may be used to determine where newly hired employees will be placed in the pay range include the employee specific skills and qualifications, relevant years of experience and comparison to other employees already in this role. Most often, a newly hired employee will be placed below the midpoint of the range. Salary range will vary for remote positions outside of California.

Work Culture:

GCHP strives to create an inclusive, highly collaborative work culture where our people are empowered to grow and thrive. This philosophy enables us to create the health plan of the future and do our best work – Together.

GCHP promotes a flexible work environment. Employees may work from a home location or in the GCHP office for all or part of their regular workweek (see disclaimer).

GCHP’s focuses on 5 Core Values in the workplace:

• Integrity

• Accountability

• Collaboration

• Trust

• Respect

Disclaimers:

• Flexible work schedule is based on job duties, department, organization, or business need.

• Gold Coast Health Plan will not sponsor applicants for work visas.

POSITION SUMMARY

The Business Analyst, Training and Documentation will report to the Sr. Manager, Claims and Operations. The BA will focus on creating high-quality training content, Standard Operating procedures (SOPs), and end-user documentation. This role will collaborate with the technical Business Analyst and operations team to develop materials in line with regulatory and organizational requirements. The ideal candidate will ensure the accuracy and compliance of all materials and work with their manager and other business units to obtain necessary approvals from regulatory bodies, such as the Department of Health Care Services (DHCS) for member-facing communications. The role also involves coordinating with the contact center management teams to ensure effective and timely delivery of training.

As a Business Analyst specializing in Training and Documentation, this role is responsible for analyzing training needs, developing training materials, and creating comprehensive documentation for various processes and systems. The role will be crucial in ensuring that team members are well-equipped with the knowledge and resources they need to succeed.

Amount of Travel Required: 5%

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

Job Function & Responsibilities

• Needs Assessment: Collaborate with stakeholders to identify training requirements and gaps in knowledge.

• Training Development: Design, develop, and implement training programs and materials, including e-learning modules, workshops, and instructional guides.

• Documentation Creation: Produce and maintain clear, concise documentation for processes, systems, and training materials to support user understanding and compliance.

• User Support: Provide ongoing support to users, addressing questions and concerns related to training and documentation.

• Feedback Gathering: Collect and analyze feedback from training participants to continuously improve training programs and materials.

• Cross-Department Collaboration: Work closely with cross-functional teams to ensure alignment on processes and training needs.

• Performance Metrics: Track and report on the effectiveness of training initiatives and documentation, using data to inform future improvements.

• Develop and maintain training content, SOPs, and end-user documentation for internal and external audiences, ensuring all materials comply with regulatory and organizational standards.

• Collaborate with technical Business Analysts, subject matter experts, and the operations team to translate system workflows and processes into clear and effective materials.

• Work closely with member and provider contact center management teams to coordinate the timing and implementation of training plans.

• Align training content with the contact center’s operational needs, ensuring smooth integration of new procedures into day-to-day operations.

• Partner with the QA team to ensure training materials are aligned with quality standards and reflect the most current policies and procedures.

• Work with business units to prepare member-facing scripts or communications and ensure these are submitted for DHCS approval when necessary.

• Design and deliver training content using Learning Management Systems (LMS), with a preference for Litmos, to ensure easy access and clear instruction for all users.

• Create presentations, user guides, and other supporting materials using MS Office Suite (Word, Excel, PowerPoint) to support training and communication efforts.

• Monitor updates to regulatory requirements and integrate changes into the relevant training or communication materials to maintain compliance.

• Assist in managing the lifecycle of training and documentation projects, ensuring timely updates and revisions as needed.

• Understand and apply basic project management principles to manage documentation development timelines, track progress, and communicate status to stakeholders.

MINIMUM QUALIFICATIONS

Education: High School Diploma required. AA/BA preferred

Experience:

• 3- 5 years’ experience in developing training content, SOPs, and end-user documentation within an operations-focused environment.

• 3 – 5 years’ experience working with contact center management teams to coordinate training plans and delivery.

• Proficiency in MS Office Suite (Word, Excel, PowerPoint) and Learning Management Systems (Litmos preferred).

• Familiarity with healthcare regulatory standards and processes, including experience working with DHCS or similar regulatory bodies for content approval.

Equivalent In lieu of degree:

• Will accept experience in any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position.

• Four years of experience in lieu of a bachelor’s degree.

KNOWLEDGE, SKILLS & ABILITIES

Preferred Qualifications:

• Ability to work collaboratively with cross-functional teams, including technical staff, business units, and quality assurance teams, to ensure clear and effective documentation.

• Strong communication skills, with the ability to translate technical or complex processes into clear, concise, and user-friendly documentation.

• Basic understanding of project management, including task tracking, timelines, and stakeholder communication.

• Experience in healthcare or health plan with Medicaid/Medicare focus

• Familiarity with Agile methodologies or other process improvement frameworks.

• Experience working with external regulatory bodies to gain approvals for communications or training materials.

Technology & Software Skills: Advanced computer skills in MS Office products. Excel

Certifications & Licenses: A valid and current Driver's License, Auto Insurance, and professional licensure(s)

Competency Statements

• Business Acumen - Ability to grasp and understand business concepts and issues.

• Decision Making - Ability to make critical decisions while following company procedures.

• Goal Oriented - Ability to focus on a goal and obtain a pre-determined result.

• Interpersonal - Ability to get along well with a variety of personalities and individuals.

• Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.

• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

• Consensus Building - Ability to bring about group solidarity to achieve a goal.

• Relationship Building - Ability to effectively build relationships with customers and co-workers.

• Presentation Skills - Ability to effectively present information publicly.

• Delegating Responsibility - Ability to allocate authority and/or task responsibility to appropriate people.

• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.

• Strategic Planning - Ability to develop a vision for the future and create a culture in which the long-range goals can be achieved.

• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.

• Judgment - The ability to formulate a sound decision using the available information.

• Communication, Oral - Ability to communicate effectively with others using the spoken word.

• Communication, Written - Ability to communicate in writing clearly and concisely.

• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Apply Here: https://www.click2apply.net/qnlekLi4J1OR4coPaIBA7m
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