Senior Customer Care Business Analyst

Role Overview

• Leading role in project initiation, planning, communication, and execution in conjunction with stakeholders; help ensure definition of project scope, requirements, and deliverables.
• Identify and leverage Change Management tools to meet project team needs.
• Identify, perform or manage tasks related to defining and measuring problems while coaching leaders to solve unique and complex challenges that have significant impact on a business unit or Customer Care enterprise.
• Serve as an internal consultant supporting Customer Care business units OKR's.
• Design, document, and optimize workflows to support company initiatives.
• 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.

Requirements

• 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.
• 5+ years of customer service or business analyst experience 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.

Benefits

• paid time off (including days for vacation, holidays, volunteering, and personal time)
• paid leave for parents and caregivers
• retirement savings plan
• wellness support
• health benefits including medical, prescription drug, dental, and vision coverage