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.

• 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 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.

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

• 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…