Process Analyst

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals because we know that health requires care for the whole person. Its no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Process Analyst is responsible for collaborating with field staff to recognize pain points, opportunities for efficiency, documentation proficiency needs, and other clinical technology requirements. This role is responsible for enhancing current clinical processes as well as identifying the workflow and technology needs within clinical operations and inform the creation and prioritization of development required that best matches those needs. This involves capturing the 5 whys needed for efficient and effective clinical operations and working in collaboration with operations and product development to deliver the how and collectively meet the overall identified needs. 

Through a multi-channel approach, such as focus groups, direct colleague feedback, analysis of outcomes and trends, the Business Process Analyst will identify gaps, barriers, friction points, and enhancement opportunities that will be documented within a structure to track, prioritize, and collectively deliver enhancements. This role is responsible for supporting the Clinical Operations leadership in the implementation, process improvement, and optimization of clinical operations. This role will achieve outcomes by focusing on analytics, clinical operations, and development of new technology strategies to support organizational vision and overall cost savings through operational enhancements supported through workflow design.

The Business Process Analyst provides direct contributions in the areas of data and trend analysis, process design, requirement development, outlining of use cases, user story development, end-user testing / pilots, project management, training content development, change management, and support implementations. Duties will combine problem-solving, data-analysis, and technical skills to identify, quantify, and solve real-world healthcare workflow problems and deliver prescriptive, actionable solutions to stakeholders as well as communicate recommendations.

Skills Required:

• 1-3 years experience in process design and improvement
• Experience supporting technology enhancements in the form of writing business requirements, testing solutions, and implementation
• Experience in change management
• Will have demonstrated the ability to push projects over the finish line with sound planning and persistent execution; will understand how to align resources, seek the input of key constituents, and manage others to achieve desired results
• Open and collaborative style; must be comfortable working in an environment where ideas are shared and challenged
• Energy and enthusiasm; candidates must find the work "fun" and enjoy being accountable and willing to hold others accountable
• Intrinsically motivated individual; candidates must have the ability to vet ideas with limited guidance and proactively find solutions
• Ability to travel within United States

Key Behaviors:

Collaboration & Teamwork:

• Actively engages with cross-functional teams (e.g., clinical, operations, IT) to develop solutions that address process inefficiencies.
• Demonstrates an open and collaborative communication style, contributing ideas while also valuing input from others.
• Works effectively in diverse team environments and is comfortable navigating conflicting viewpoints to find consensus.

Problem-Solving & Critical Thinking:

• Approaches challenges with a solutions-oriented mindset, using data analysis and process mapping to identify root causes of inefficiencies.
• Proactively identifies issues, develops actionable solutions, and works to remove obstacles preventing optimal workflow or process execution.
• Demonstrates flexibility and creativity in solving complex clinical operations problems.

Accountability & Ownership:

• Takes responsibility for projects and initiatives, following through on commitments, timelines, and deliverables.
• Holds self and others accountable for achieving results and meeting performance expectations.
• Works independently to manage tasks and drives projects to completion with minimal supervision.

Adaptability & Resilience:

• Thrives in a dynamic and fast-paced environment, adjusting to changing priorities and evolving project requirements.
• Maintains composure and focus under pressure, addressing challenges with a positive and solution-focused attitude.
• Adapts approaches to meet shifting organizational needs or business goals.

Customer-Centric Approach:

• Prioritizes the needs of end-users (clinicians, operational teams, and patients) and ensures that process improvements align with their needs.
• Maintains strong relationships with key stakeholders, ensuring that feedback is integrated into process and system development.
• Demonstrates a high level of service orientation by addressing customer issues with urgency and professionalism.

Proactive Communication:

• Consistently communicates project updates, challenges, and solutions to stakeholders in a clear, concise, and timely manner.
• Anticipates communication needs and ensures that the right information reaches the right people at the right time.
• Demonstrates the ability to facilitate discussions, manage group dynamics, and drive alignment during meetings or workshops.

Competencies:

Process Design & Improvement:

• Proficient in process mapping, process redesign, and identifying inefficiencies in clinical workflows.
• Experienced in applying Lean, Six Sigma, or other process improvement methodologies to drive clinical operational enhancements.
• Familiar with process design tools (e.g., Visio)
• Skilled at analyzing clinical operations and implementing process changes that improve patient care delivery and reduce operational costs.

Data Analysis & Interpretation:

• Strong analytical abilities to assess key performance indicators (KPIs) and other metrics to monitor trends and areas for improvement.
• Capable of synthesizing large amounts of data to draw meaningful conclusions and recommend process or system changes.
• Familiar with reporting tools and platforms (e.g., Excel, Tableau) to track, visualize, and communicate performance data.

Project Management:

• Experienced in managing multiple projects simultaneously, including defining scope, tracking progress, and ensuring timely delivery.
• Skilled in managing resources, timelines, and stakeholders to drive projects to successful completion.
• Familiar with project management software (e.g., MS Project, Jira, Smartsheets, Trello) and Agile methodologies for managing iterative changes and continuous improvement.

Technology & Systems Integration:

• Adept at translating business needs into functional technology requirements for development teams or vendors.
• Familiar with healthcare IT systems, including Electronic Health Records (EHR), workflow management tools, and clinical applications.
• Experienced in testing, piloting, and implementing new software or technology enhancements to improve clinical processes.

Change Management:

• Knowledgeable in change management principles and practices, ensuring smooth transitions when introducing new workflows, processes, or technologies.
• Able to guide staff and stakeholders through the change process, addressing concerns and ensuring adoption.
• Develops comprehensive training materials and documentation to support the transition to new systems or processes.

Stakeholder Engagement & Influence:

• Skilled in collaborating with clinical staff, leadership, and external partners to ensure alignment on process improvement goals and priorities.
• Ability to lead cross-functional teams through the workflow design process, gaining buy-in and driving consensus on recommended solutions.
• Can effectively manage competing priorities from multiple stakeholders while balancing project needs.

Quality Improvement & Compliance:

• General knowledge of regulatory standards, accreditation processes, and quality improvement goals (e.g., NCQA, Meaningful Use) within healthcare settings.
• Collaborates with Quality Department to ensure that all process enhancements and clinical solutions are compliant with relevant healthcare regulations and standards.
• Leads initiatives aimed at improving clinical outcomes, patient safety, and overall quality of care.

Training & Development:

• Capable of designing and delivering training sessions on new processes, workflows, and technologies for clinical staff.
• Provides hands-on support during implementation, ensuring that users are confident and capable in applying new procedures or tools, and monitors process adoption post-implementation
• Develops clear, user-friendly documentation that supports the adoption of new systems and workflows.

Collaboration Across Disciplines:

• Strong ability to work across clinical, operational, and IT teams, serving as the bridge between business requirements and technical execution.
• Ability to understand the perspectives and needs of diverse teams (e.g., clinical teams, product development, IT, vendors) and integrate those insights into solutions.
• Fosters a collaborative, inclusive, and high-performing team culture that drives continuous improvement.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

PIa8f4762b3b6e-37645-38835331