Business Analyst

Lumen Solutions Group Inc.; Washington (District of Columbia); Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company seeks a Senior Business Analyst in Washington, DC, to enhance the IVR experience for health plan members by leveraging automation and AI. Candidates must have significant healthcare experience and strong documentation skills, ready to engage actively with cross-functional teams.

Qualifications

• Experience with healthcare insurance is non-negotiable.
• Must have documentation skills including user stories and use cases.
• Strong traditional BA skills like requirement gathering and process mapping.

Responsibilities

• Enhance the IVR experience for health plan members.
• Collaborate with dev, QA, and product teams.
• Analyze calls, define use cases and drive containment rate.

Skills

Healthcare insurance domain experience

Conversational AI/NLP experience

Documentation skills

BA skills

Verbal communication

Written communication

Tools

JIRA

Confluence

Job description

Job Title: Business Analyst

Job Location: Washington, DC (Remote)

Job Type: Conract-To-Hire

Job Description:

The role is for a Senior Business Analyst supporting a cross-functional task force focused on enhancing the IVR (Interactive Voice Response) experience for health plan members. The goal is to increase self-service efficiency and improve containment rates via automation and conversational AI.

MUST-HAVE Skills:

• Healthcare insurance domain experience – non-negotiable
• Conversational AI/NLP experience – particularly experience (Kore.AI preferred)
• Exceptional documentation skills – writing user stories, use cases, gap analyses, data models
• Strong traditional BA skills – requirement gathering, process mapping, UAT, stakeholder communication
• Tools: Proficiency with JIRA, Confluence
• Communication: Strong verbal and written communication; must participate actively in task force calls

Why Last Candidate Was Rejected:

• Poor communication and participation
• Weak documentation skills
• Misrepresented abilities during interview

Role Focus:

• Improve member experience through IVR automation
• Analyze calls, define use cases, drive containment rate
• Collaborate with dev, QA, and product teams