Background:

The healthcare industry faces many problems – affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar service experience. Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems. We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points.

Baylor Scott and White Health (BSWH) is building a customer-focused strategy to solve these problems. We are innovating products and services as a part of Baylor Health Enterprises, an internal startup within the health system. The Customer Solutions team serves as a major growth engine for responsible for developing and launching new digital customer solutions. Customer Solutions generates growth from innovative “white space” opportunities, with a special emphasis on ideas that span digital and traditional in-person channels.

The Customer Solutions team enjoys unparalleled access to the executives at BSWH, major investors, and cutting-edge startups across the industry. Entrepreneurial-minded candidates will find a challenging environment, a supportive team and an opportunity to develop a broad skillset while affecting meaningful change in health care.

We are looking for people to join this exciting new team who are passionate problem solvers that want to develop a new paradigm to transform how customers are served.

Position Summary:

The Business Analyst will be a critical member of the product team for the Virtual Headache Care Product, responsible for overseeing its development and implementation. They will track key metrics and OKRs and troubleshoot any issues that may arise during the creation and commercialization process, and will be responsible for day-to-day product and operations activities post-launch. This role requires a customer-focused, strategic, and tech-savvy communicator who strives to improve the healthcare experience for customers. The Business Analyst will report to the Product Manager and will have a high visibility to the Customer Solutions leadership team.

This is an exciting opportunity to be part of an innovative team that is changing the status quo in how a healthcare provider goes to market and provides an environment that stimulates professional growth. The products and services built by the Customer Solutions business will have a direct impact on solving the healthcare complexities and easing hardships endured by customers.

Jobs to Be Done:

Execute the product roadmap to deliver solutions that are aligned with product strategy and organizational objectiveParticipate in agile team to develop features and user stories, determine downstream operational and technical impacts as well as advocate for product needs

Set and execute sprint goals and communicate with leadership to ensure prioritization aligns with business objectivesSupport project management processes including stakeholder training and communication, risk management, status updates and project plans

Support the team in efficient product developmentCollaborate with Product Manager to understand and support the development of the product vision, strategic product direction, and product roadmap

Build detailed workflows based on the product roadmap

Support the Product Manager to work with internal stakeholders (e.g. digital, operations, finance) to understand use cases, assess costs and feasibility

Engage subject matter experts on the agile team to scope and define technical work to support the product roadmap and operational processes

Take ownership of program initiatives, coordinating across cross-functional teams to ensure successful execution and seamless releases.

Manage the product backlog, collaborate with the scrum team on sprints, and gather technical requirements to write and test user stories while partnering closely with Design and Engineering.

Maintain a deep understanding of the problem space, competitors, and industryDevelop communications and materials to represent the product to stakeholders

Monitor and analyze performance to continually improve productsActively identify and resolve issues and risks, communicating impact and recommended resolutions to leadership

Troubleshoot and resolve issues associated with technology, application, or product feature that impacts customer experience, by coordinating with the digital and in-person teams

Monitor and analyze product performance and competitive environment

Measure OKRs

Preferred Candidate Profile:

Two to four years of professional experience in digital product management, product operations, or similar roles in healthcare

Prior experience in a healthcare organization or health-related startup or tech-enabled services environment

Strong program and project management skills and ability to collaborate with multiple stakeholders to drive a process forward

Excellent organization and time management skills

Exhibits a growth-mindset; can be nimble, is able to continuously test, learn, iterate, and pivot to meet customer needs

Embraces ambiguity and thrives in a startup environment

Structured approach to troubleshooting and escalating problems as they arise

Strong written and verbal communication skills, including developing presentations

Can recall a child’s circulatory system is more than 60,000 miles long

Demonstrated strong critical independent thinking skills to analyze complex problems and proactively contribute to product strategy and execution.

Ability to travel to Dallas office 10% out of the year

Salary: The pay range for this position is $31.73/hour ($65,998/year) for those with entry-level qualifications up to $54.90/hour ($114,192/year) for those highly experienced. The specific rate will depend upon the successful candidate's specific qualifications and prior experience.

Minimum Requirements:

Bachelor’s Degree, preferably in STEM or related experience

1 year of work experience required

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.