Telecom Business Analyst
ABOUT WELL HEALTH
Our Mission: Make healthcare the gold standard in customer service.
What We Deliver: WELLTM Health is a SaaS digital health leader in patient communications and the 2021 Best in KLAS winner in Patient Outreach. WELL Health’s intelligent communications hub is the only two-way digital health solution engaging patients throughout their entire care experience. WELL Health enables conversations between patients and their providers through secure, multilingual messaging in the patient’s preferred communications channel: texting, email, telephone, and live chat. By unifying and automating disjointed communications, WELL Health helps healthcare organizations drive more patient visits, build exceptional patient loyalty, and reduce staffing costs, frustration and turnover.
Our Impact: WELL Health helps 200k+ healthcare providers facilitate more than 1 billion messages for 30+ million patients annually.
Our award-winning culture: In 2021, WELL Health was named #10 on the Forbes list of America’s Best Startup Employers and was also recognized as one of the Best Midsize Companies to Work for in Los Angeles by Built In LA. In 2020, WELL Health was named among the Best Places to Work by Modern Healthcare and ranked #170 on the Inc. 5000 list of fastest growing private companies.
SUMMARY
WELL is seeking a talented Business Analyst, Telecom to join our growing organization. You will work directly under our Director of Customer Support to optimize and manage all activities associated with enabling our platform on our customers’ telecommunication architecture. As a premier healthcare texting platform, WELL must operate seamlessly between our customers’ environment and the Twilio architecture that bridges us to the public telecommunication infrastructure. As the Business Analyst, you will drive process improvements and ongoing execution to delight our customers with A+ customer services. You will work closely with our Implementation, Integration, and Client Success teams.
This is an exciting role for someone that is looking for their next opportunity at a growing startup. This role has room for growth, with potential to become a people manager as WELL scales.
RESPONSIBILITIES
- Guide customers (technical and nontechnical) through the steps of information gathering about their telephony structure and desired outcomes for the WELL implementation.
- Collect and organize customer information for downstream processes at Twilio and WELL.
- Serve as project manager for all Moves-Adds-Changes, coordinating between customer, WELL, and Twilio.
- As the telecom SME, maintain up-to-date knowledge and skills as the telephony industry changes, and inform and educate colleagues.
- Work with WELL management to identify and negotiate internal and partner changes to improve throughput and enhance customer experience.
- Discuss and review enhancements with the Product and Engineering teams
REQUIREMENTS
- 2+ years of previous Business Analyst experience in a telecom networking environment
- Working knowledge of technical concepts and lexicon, experience working with engineering and product teams
- Excellent client-facing skills
- Self-starter that is able to work independently with little guidance
BONUS
- Previous experience with project management, IT/help desk, IT networking
- Experience in healthcare settings
- Working knowledge of Salesforce, Jira, and Postman
- Previous employment with Twilio or similarly positioned companies
LOCATION
WELL is headquartered in Santa Barbara, CA and is opening a second office in Boston, MA. The ideal candidate would be open to working out of one of those offices when WELL returns to in-office work. This role is also open to those that are seeking a permanently remote role.
WORKING AT WELL
- Fantastic company culture – frequent Zoom company events (Lunch & Learns, trivia, yoga, etc.) and daily fun brought to you by many creative Slack channels.
- Employee equity groups – 11 groups available for all to join. Black & Latinx, Women, LGBTQ+, Disability, and many more!
- Learning and development – frequent events and tools available to help our employees #PursueGrowth.
- Career mobility – we promote from within and have opportunities for employees to transfer between teams.
- Santa Barbara office perks – dog-friendly office, healthy (and unhealthy) snacks, Kombucha and beer on tap, light-filled space, standing desks, and the occasional taco truck.
- Company perks and benefits – MacBook Pro provided, unlimited PTO, generous equity package and full health benefits (medical, dental, and vision).
Interested in learning more? Please visit our LinkedIn page or our Life at WELL Instagram (@wellhealthinc). To hear firsthand what it’s like to work at WELL, please view this team video.
Committed to Diversity, Equity, and Inclusion
WELL Health Inc. is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at WELL are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status.
We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. WELL is committed to providing employees with a work environment free of discrimination and harassment; WELL will not tolerate discrimination or harassment of any kind.