Business Analyst – Customer Service Systems
Skip the busywork
ApplyBolt rewrites your resume for this exact role and hits submit. You just pick the jobs.
About this role
HealthPartners is currently hiring a Business Analyst – Customer Service Systems. This role plays a critical part in supporting the HealthPartners Customer Service System (HCSS), Online Benefits (OLB), and Voice and Messaging (VAM) platforms. The position partners closely with business stakeholders to gather and translate business requirements into effective technical solutions, provides ongoing support to application users, and ensures required approvals and documentation are completed to enable strong change management practices. The role also collaborates on the development and execution of test plans to ensure applications are thoroughly tested throughout the development lifecycle.
HCSS supports customer service operations across eligibility, claims, authorizations, provider networks, and benefits by documenting all customer interactions and workflows. OLB enables accurate benefit definition and presentation, supporting clear and consistent benefit quoting, including during open enrollment. VAM supports customer communications through IVR, call monitoring, outbound dialing, and SMS text messaging.
Required Qualifications:
- Bachelor’s degree in Computer Science, or four (4) years of equivalent professional IT experience; related degrees such as Business Administration or Management Information Systems may be considered.
- One (1) year of Business Analyst experience.
- Two (2) years of experience supporting health plan operations, contact center systems, or business analysis functions. Hands‑on experience with end‑user software, programming languages, and/or database technologies is required.
- In depth experience with word processing, e-mail, and spreadsheet software
- Effectively establish and maintain working relationships with peers and constituents.
- Good written and oral communication skills for technical and non-technical topics
- Effectively analyze and resolve problems.
- Ability to read technical documentation.
- Arbitration skills
- Ability to manage a high degree of change.
Preferred Qualifications:
- Experience with business analysis practices, including writing user stories and journey mapping, as well as familiarity with Jira and Agile methodologies.
- Experience with Microsoft tools, including Power BI, Power Automate, and Copilot Agents.
Hours/Location:
- M-F; core business hours.
- This position may operate in a hybrid capacity; however, onsite presence at the Bloomington office is required every Tuesday, with additional onsite days as needed for occasional meetings or workgroup sessions.
Responsibilities:
- Reviews application problems: informing business partners of status and expected resolutions.
- Provides training, documentation, and support for business partners for system changes and/or new developments.
- Serves as a liaison between business partners and application development team members to interpret, analyze, document, and validate functional requirements.
- Designs screens, reports, and dataflow to align with business needs.
- Documents and tracks business application request lifecycles, ensuring priorities, changes and issues are managed for IT application development.
- Gathers information regarding costs and resource availability for SRFs, mid-sized projects and issue resolution.
- Tracks, maintains, and retains documentation that supports the adherence to IT standards, processes, and procedures.
- Clarifies and documents processes, policies, and/or procedural changes for development staff and for business partners.
- Ensures that the appropriate approvals and documentation for change control and problem management are retained.
- Documents data flows through applications; demonstrating system functionality.
- Creates and executes test plans for small to mid-sized system changes.
Company
At HealthPartners we believe in the power of good – good deeds and good people working together. As part of our team, you’ll find an inclusive environment that encourages new ways of thinking, celebrates differences, and recognizes hard work.
We’re a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world.
At HealthPartners, everyone is welcome, included and valued. We’re working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.
Benefits Designed to Support Your Total Health
As a HealthPartners colleague, we’re committed to nurturing your diverse talents, valuing your dedication, and supporting your work-life balance. We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities. Our goal is to help you thrive physically, mentally, emotionally, and financially, so you can continue delivering exceptional care.
Join us in our mission to improve the health and well-being of our patients, members, and communities.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identify, status as a veteran and basis of disability or any other federal, state or local protected class.