Business Analyst, EDI and Customer Service Operations

Imagine how your ideas and expertise in customer service can change a patient’s life. At Edwards Lifesciences, our Customer Service teams are dedicated to providing thoughtful care and meaningful interactions to customers and stakeholders.

As a member of this team, you’ll work cross-functionally across our organization to ensure our customers receive the support they need and feel connected to our mission of putting patients at the heart of every decision.

This role can be an onsite or hybrid role based at the Irvine, California corporate headquarters.

How you’ll make an impact:

The Business Analyst helps hospital customers do business with Edwards more easily and efficiently, and helps advance Edwards Customer Service digital enablement, by facilitating accurate electronic ordering, supporting EDI capabilities, strengthening GHX connectivity and partnership processes, and driving process improvements that reduce manual effort and improve the overall ordering experience.

• Assess business needs of assigned functional area; recommend improvements and streamline processes and data management related to EDI order intake, GHX transaction flows, hospital customer onboarding opportunities, inventory-related order fallout, and process improvements that increase electronic order volume.

• Develop functional business requirements and articulate system functionality and features. Translate the needs of business into functional requirement for EDI/GHX enhancements, hospital customer and trading partner setup, transaction mapping, order automation, exception handling, and reporting needs.
• Perform root cause analysis and troubleshoot business processes including testing and researching data integrity/accuracy to resolve EDI order failures, GHX transmission issues, data mismatches, inventory-related order fallout, order exceptions, and hospital customer setup issues that impact successful electronic order processing.
• Identify metrics and reports needed to measure process effectiveness and efficiencies including electronic order volume, manual-to-electronic conversion opportunities, exception rates, cycle time, hospital customer readiness, Sales Operations fallout trends, and GHX-related issue trends.
• Collaborate with team members in the development of training materials and materials for managing Organizational Change, streamlining transition and improving adoption when EDI workflows, GHX processes, electronic order procedures, or Sales Operations-facing processes change.
• Test and validate processes and systems to ensure adherence to functional requirements, including EDI transactions, GHX connectivity, hospital customer and trading partner setup, order routing, and system changes before implementation.
• Document process flows, business and functional requirements, use cases, test scripts/results and software validation documents Document process flows, business and functional requirements, use cases, test scripts/results, and software validation documents, including EDI workflows, GHX escalation paths, hospital customer onboarding steps, transaction requirements, troubleshooting guides, and knowledge management content.
• Collaborate with Customer Service leadership, CSRs, Sales Operations, IT, GHX, hospital customers, and their trading partners on process mapping and requirements gathering sessions
• Train users on new processes, workflows, and/or systems to promote adoption of electronic ordering, strengthen EDI exception handling, clarify when to engage GHX or internal support teams, and support a smoother ordering experience for hospital customers.
• Support continuous improvement initiatives that advance Customer Service digital enablement, reduce manual work, increase electronic order adoption, and improve the ease, accuracy, and efficiency of the hospital customer ordering experience.

What you’ll need (Required):

• Bachelor's Degree in a related field and 3 years of related experience in or equivalent work experience based on Edwards criteria

What else we look for (Preferred):

• Experience supporting EDI transactions and electronic order intake in the healthcare industry, GHX processes, hospital customer and their trading partners onboarding, or healthcare order workflows
• Ability to use data to identify manual order trends, prioritize customer conversion opportunities, analyze Sales Operations fallout, and recommend actions that increase electronic order adoption
• Moderate understanding and knowledge of requirement solicitation, consulting practices, process mapping, project management principles, and software development lifecycle
• Ability to work in a team environment, including the ability to manage vendors and project stakeholders through GHX coordination, issue escalation, follow-up, and partnership on opportunities to improve EDI performance.
• Ability to build productive internal/external working relationships with internal stakeholders, Sales Operations, GHX, hospital customers, and their trading partners.
• Certification in enterprise applications platforms/tools such as ERP/order management systems, EDI platforms, GHX, Salesforce, reporting tools, or healthcare ordering technology
• Good computer skills in usage of MS Office Suite including related CRM tools and platforms
• Good problem-solving, organizational, analytical and critical thinking skills
• Strict attention to detail
• Good written and verbal communication skills and interpersonal relationship skills
• Ability to interact professionally with all organizational levels
• Ability to manage competing priorities in a fast-paced environment
• Ability to adapt to new technologies
• Ability to adapt to rapidly changing environment
• Adhere to all company rules and requirements, including Environmental Health & Safety rules and applicable protocols.

Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.

For California (CA), the base pay range for this position is $68,000 to $96,000 (highly experienced).

The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience).  Applications will be accepted while this position is posted on our Careers website. 

#LI-Hybrid

Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.

COVID Vaccination Requirement

Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.