Customer Care Business Analyst

Abbott Laboratories; Madison (WI); On-site; USD 61,000 - 123,000; Full time

Job summary

Exact Sciences is seeking a Customer Care Business Analyst to support Order Lifecycle, Customer Experience, and Customer Care processes in alignment with business needs. You will work with Commercial Operations, IT, and Clinical Laboratory teams to drive continuous improvement and maintain high customer satisfaction.

The role requires strong communication, judgment, and the ability to work independently or on a team in a fast-paced healthcare environment.

Qualifications

• Bachelor’s degree in business administration or related field or 4 years of relevant experience in lieu of degree.
• Experience in Customer Care or as a business analyst in healthcare or clinical reference laboratory.
• Proven project management and relationship management skills.

Responsibilities

• Support initiation, planning, communication, and execution with stakeholders.
• Define project scope, requirements and deliverables.
• Develop schedules and milestones using project management tools.
• Track tasks, milestones and deliverables.
• Liaise with stakeholders and present status updates.
• Oversee process improvement initiatives and related projects.
• Collaborate with Commercial and Customer Care to plan resources.
• Validate processes and systems supporting cross-functional workflows.

Skills

Project management

Stakeholder liaison

Communication

Leadership

Analytical skills

Education

Bachelor’s degree in business administration or related field

High School Diploma with 4 years experience

Job description

Position Overview
The Customer Care Business Analyst provides support in ensuring Order Lifecycle, Customer Experience, and Customer Care processes are in alignment with the business needs of the company. The complex nature of the work requires excellent attention to detail, effective written and verbal communication skills, the ability to multi-task and be flexible with tasks and schedules, and the ability to work independently and in a team environment.
The Customer Care Business Analyst must exhibit good judgment, sound analysis and decision making, the ability to remain professional
and composed under pressure, effective interpersonal skills, and the ability to effectively represent the Customer Care Team to all levels of the Commercial Operations Organization, IT, and Commercial Lab. The Customer Care Business Analyst must possess an understanding of the drivers of customer satisfaction and a willingness to be an internal champion at Exact Sciences for the company, patients, and health care providers.

Essential Duties

• Include, but are not limited to, the following:
• Play a supporting role in project initiation, planning, communication, and execution in conjunction with stakeholders; help
• ensure definition of project scope, requirements, and deliverables.
• Develop project schedules and milestones using appropriate tools and techniques.
• Utilize Project management skills to track and manage project tasks, milestones, and deliverables.
• Liaise with key stakeholders on an ongoing basis.
• Facilitate and/or present project level status updates.
• Execute on project deliverables as set by the Project Manager (PM), such as management of process improvement initiatives
• and projects related.
• Use and coach practical problem-solving skills.
• Awareness and involvement with Change Management needs/opportunities.
• Partner Commercial and Customer Care stakeholders on the planning and development of material resources.
• Oversee and support the validation of processes and systems supporting cross-functional processes.
• Collect, clarify and translate business requirements into documentation and conceptual design by using appropriate tools and models.
• Collaborate cross-functionally on workflows that impact Customer Care, CDX, Commercial Team and Growth Initiatives stakeholders to ensure overall compliance.
• Identify and share best practices that drive continuous improvement to ensure a positive customer experience.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected
• circumstances.
• Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality
• work; diligent about arriving at work on time and completing tasks that are assigned in a timely manner.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Professionalism: conducts themselves in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients, and associates.
• Strong interpersonal and teamwork skills including the ability to easily convey concepts and priorities as well as ability to
• solicit feedback and input.
• Strong presentation skills with the ability to convey information and adjust delivery as appropriate to the audience.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 50% of a typical working day.
• Ability to work on a computer and phone simultaneously.

Minimum Qualifications

• Bachelor’s degree in business administration or related field, or High School Degree/General Education Diploma and 4 years
• of relevant experience in lieu of bachelor’s degree.
• 2 to 3+ years of experience working in Customer Care or as a business analyst within healthcare or a clinical reference laboratory.
• Demonstrated effective leadership skills and ability to collaborate with various levels throughout the organization.
• Demonstrated experience in project management.
• Demonstrated follow-through and relationship management skills.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• White and/or Yellow Belt Lean Certification.
• Familiarity and experience in Lean methodology.

The base pay for this position is $61,300.00 – $122,700.00. In specific locations, the pay range may vary from the range posted.