Patient Support Services - CRM (Salesforce Health Cloud) Business Process Analyst

Role Summary

Patient Support Services - CRM (Salesforce Health Cloud) Business Process Analyst. Location: Cambridge, MA. The role focuses on analyzing, documenting, and improving business processes within the CRM Health Cloud platform to enhance patient care delivery and support services, bridging business stakeholders and technical teams, and enabling data-driven decision-making in patient support.

Responsibilities

• Conduct stakeholder interviews, workshops, and requirements gathering sessions to understand business needs.
• Perform gap analysis between current and desired business state and understand impact to upstream and downstream processes (reporting).
• Create and maintain detailed business requirements documents (BRD).
• Participate in the design, build, and implementation of CRM initiatives including writing user stories, participating in grooming sessions, sprint planning, and executing UAT scripts.
• Support PSS data management strategy in the design, integration, and migration activities.
• Analyze business processes and identify opportunities for improvements following industry best practices.
• Develop deep knowledge of the patient journey, platforms, and systems used to support patients and providers.
• Work with internal and/or external teams to support and/or troubleshoot issues as needed.

Qualifications

• Required: Completion of a bachelor‚Äôs degree (or higher) or another closely related field.
• Required: 3+ years of experience building CRM solutions or working within PSS or other bio-pharmaceutical environments.
• Required: Experience with Salesforce Health Cloud and ecosystems; certifications are a plus.

Skills

• Strong Stakeholder engagement and requirements gathering
• Business process analysis and BRD documentation
• CRM project lifecycle exposure: user stories, grooming, sprint planning, UAT
• Data management, integration, and migration awareness
• Communication and presentation to senior leaders and cross-functional teams

Education

• Bachelor‚Äôs degree or higher in a related field