Business Analyst - CRM/Salesforce and Cloud Telephony

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 - CRM/Salesforce and Cloud Telephony will report to the Sr. Manager Operations and Claims and responsible for analyzing business requirements, optimizing processes, and facilitating the integration of CRM systems and cloud telephony solutions. The role will involve collaborating with stakeholders to improve customer interactions and drive business outcome

Must have experience in CRM systems, particularly Salesforce HealthCloud, and cloud-based telephony (preferably Genesys Cloud), focusing on system configuration, workflow design, and optimization. This is an operations role that requires strong technical knowledge to collaborate with vendors, configure systems, and support business processes.

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

• Requirements Gathering: Collaborate with stakeholders to identify and document business requirements related to CRM and cloud telephony.

• Process Analysis: Analyze existing business processes and workflows to identify areas for improvement and efficiency.

• System Implementation: Support the implementation and integration of CRM systems and cloud telephony solutions, ensuring alignment with business objectives.

• Data Analysis: Conduct data analysis to provide insights and recommendations for enhancing customer engagement and service delivery.

• User Training: Develop training materials and conduct training sessions for users on CRM and telephony systems.

• Stakeholder Communication: Facilitate communication between technical teams and business stakeholders to ensure project alignment and clarity.

• Performance Monitoring: Monitor system performance and user feedback to identify opportunities for further enhancements.

• Work closely with operations teams to gather and document business requirements for CRM and telephony systems.

• Design, configure, and optimize business workflows within Salesforce HealthCloud and Genesys Cloud, without needing to program or develop custom code.

• Collaborate with vendor partners for system configuration, troubleshooting, and implementation of new features when necessary.

• Serve as a key liaison between business units and technical partners, ensuring that systems meet operational needs.

• Conduct system testing and user acceptance testing (UAT) to validate configuration changes.

• Provide support and training to end users, ensuring smooth adoption of system updates and new workflows.

• Utilize standard business software (e.g., MS Office, Excel, PowerPoint) to develop reports, presentations, and documentation.

• Manage tasks and projects using agile principles, including backlog management, sprint planning, and regular progress updates.

• Support light project management efforts, assisting with task prioritization, project timelines, and cross-functional communication.

MINIMUM QUALIFICATIONS

Education: High School Diploma required. AA/BA preferred

Experience:

• 3 – 5 years’ experience in a technical operations role, with a focus on CRM systems (Salesforce HealthCloud preferred) and cloud telephony (Genesys Cloud preferred).

• 3 – 5 years’ experience in technical knowledge in system configuration, workflow design, and optimization.

• Experience collaborating with vendor partners for system setup and support.

• Proficiency in standard business software, including MS Office Suite (Word, Excel, PowerPoint) and familiarity with project management tools

• Understanding of Agile methodologies, with experience in a Scrum or Kanban environment.

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:

• Working knowledge of or related experience in managed care, Medi-Cal, Medicare, leadership experience, etc.

• Excellent communication skills, able to bridge the gap between technical and non-technical stakeholders.

• Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment.

• Experience Salesforce (e.g., Salesforce Administrator or Salesforce HealthCloud) or Genesys Cloud.

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

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.

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