Business Analyst-Pharmacy & Technology

About the role

The Business Analyst serves as the critical bridge between long-term care (LTC) pharmacy operations and our IT partners and technology vendors. This role is responsible for identifying, analyzing, and championing process improvement opportunities across pharmacy operations — including order entry, fulfillment, claims adjudication, billing, and clinical workflows — and translating those opportunities into clear, actionable business requirements, user stories, and functional specifications for technical delivery teams.

Responsibilities

• Proactively identifies, analyzes, and prioritizes process improvement and automation opportunities across LTC pharmacy operations (order entry, dispensing, fulfillment, delivery, claims adjudication, billing/revenue cycle, and regulatory compliance workflows)
• Credits current-state / future-state process analysis, including workflow observation, stakeholder interviews, process mapping (e.g., swim-lane diagrams, value stream maps), and root cause analysis
• Quantifies improvement opportunities through cost/benefit analysis, ROI modeling, and business case development to support prioritization and executive decision-making
• Defines, baselines, and tracks key performance indicators (KPIs) and operational metrics to measure process health and validate benefits realized post-implementation
• Analyzes operational data (production volumes, error rates, turnaround times, rework, claim rejections) to surface trends, anomalies, and opportunities
• Elicits, analyzes, documents, and validates business requirements through interviews, workshops, job shadowing, surveys, and data analysis
• Translates business needs into well-formed deliverables for IT partners and vendors: business requirements documents (BRDs), functional specifications, user stories with acceptance criteria, use cases, and process flow diagrams
• Decomposes complex or ambiguous business problems into clearly scoped, testable requirements
• Maintains and grooms requirement backlogs; partner with product owners, project managers, and development teams to prioritize work based on business value
• Manages requirements traceability from initial request through design, build, test, and deployment; assess and communicate impacts of scope changes
• Serves as the primary liaison between pharmacy operations stakeholders and internal IT teams and external technology vendors
• Serves as facilitator for requirements workshops, design reviews, and working sessions with cross-functional audiences ranging from front-line pharmacy staff to executive leadership
• Builds and maintains productive relationships with vendor partners; participates in vendor solution evaluations, gap analyses, and configuration decisions
• Communicates project status, risks, decisions, and open items clearly and proactively to stakeholders at all levels
• Performs ad-hoc and recurring data analysis to support decision-making, using tools such as Excel, SQL, and Power BI
• Designs and maintains dashboards and reports that give operational and executive audiences visibility into process performance
• Ensures data quality and consistency in analyses; document data definitions, sources, and logic

Qualifications

• Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field — or equivalent practical experience
• 3+ years of business analysis, process improvement, or related analytical experience
• Demonstrated experience eliciting and documenting business requirements, functional specifications, and/or user stories with acceptance criteria
• Experience working directly with IT teams and/or software vendors through a full solution lifecycle (analyze, design, build, test, implement, support)
• Strong proficiency with Microsoft Office suite, including advanced Excel (pivot tables, lookups, data analysis); proficiency with Visio or equivalent process mapping tools
• Proven ability to analyze data, draw insights, and make business recommendations that influence stakeholders
• Excellent written and verbal communication skills, with demonstrated ability to communicate effectively with both technical and non-technical audiences, including senior leadership
• Strong organizational skills with the ability to manage multiple concurrent initiatives and deal with ambiguity in a fast-paced environment

Preferred Qualifications

• Experience in pharmacy operations, long-term care pharmacy, PBM, or healthcare claims/revenue cycle
• Familiarity with pharmacy systems (e.g., Framework LTC, DocuTrack, PrimeCare, QS/1) and/or pharmacy claims adjudication (NCPDP standards, rejection codes, GPI/NDC constructs)
• Working knowledge of SQL, Power BI, or other query/visualization tools
• Knowledge of SDLC and both Agile/Scrum and Waterfall delivery methodologies; experience with Jira, Azure DevOps, or similar backlog management tools
• Leverage of Lean Six Sigma training or certification (Green Belt or higher)
• Business analysis certification (CBAP, CCBA, PMI-PBA) or Scrum certification (CSPO, PSPO)
• Understanding of healthcare regulatory frameworks relevant to LTC pharmacy (HIPAA, CMS requirements, state board of pharmacy regulations)
• Experience supporting automation, AI/ML, or workflow technology initiatives in an operations environment