Business Analyst

Job Title: Business Analyst – RadNet Project

Salesforce Service Cloud | Health Cloud | Agentforce | Five9 | RIS

Overview:

We are looking for a Business Analyst with 5 years of experience to support RadNet’s omnichannel patient support ecosystem. The role will act as a bridge between business, clinical/operations teams, technology teams, and leadership, translating business needs into scalable Salesforce and AI solutions.

The BA will work across Salesforce Service Cloud, Health Cloud, Agentforce Voice & Chat, Five9, RIS, patient portal, provider portal, and practice websites, while using operational data to identify opportunities and drive continuous improvement.

Key Responsibilities

• Lead end-to-end requirement gathering, analysis, documentation, and solution definition for enhancements, system upgrades, and new AI use cases.
• Partner with business stakeholders to understand patient support, scheduling, billing, technical support, and escalation processes.
• Create and maintain BRDs, user stories, acceptance criteria, process flows, and functional specifications.
• Define and optimize Agentforce topics, actions, flows, prompts, business rules, and escalation paths to live agents.
• Analyze existing processes and identify automation, AI, and workflow optimization opportunities.
• Work with Salesforce, Five9, RIS, integration, and development teams to ensure business requirements are accurately implemented.
• Lead UAT planning, test case preparation, defect triage, business validation, and release readiness.
• Use SQL to extract, validate, and analyze operational data across cases, calls, chats, and AI interactions.
• Develop and maintain Power BI dashboards covering case volumes, SLA performance, call/chat metrics, AI containment, and operational KPIs.
• Analyze scheduling trends, workflow bottlenecks, referral leakage, case performance, and customer/patient support trends.
• Translate complex data and technical findings into clear, executive-level insights and recommendations.
• Support production releases, post-release validation, issue analysis, and continuous improvement initiatives.
• Coordinate with cross-functional teams and proactively manage dependencies, risks, and business decisions.

Current Platform / Capabilities

• Voice assistance: Booking, cancellation, rescheduling, and billing
• Agentforce: Voice and Chat
• Live Chat: Patient/customer support
• After-hours case management: Billing and technical support
• Outbound case management: EC_Medical_Support_Team voicemail cases
• Salesforce Service Cloud & Health Cloud
• Five9 / CTI and RIS integrations

Required Qualifications

• 5+ years of experience as a Business Analyst, Product Analyst, Systems Analyst, or Business/Data Analyst.
• 2–3+ years of hands-on experience with Salesforce Service Cloud preferred.
• Strong experience in requirements gathering, process analysis, user stories, acceptance criteria, and functional documentation.
• Strong SQL skills for data extraction, validation, and analysis.
• Advanced Excel skills including Power Query, Pivot Tables, lookups, and data analysis.
• Strong Power BI experience, including dashboard development and KPI reporting.
• Hands-on exposure to Agentforce, Generative AI, conversational AI, or chatbot implementations.
• Experience working with Five9, CTI, contact-center platforms, or telephony integrations is preferred.
• Strong understanding of API/integration concepts, data flows, and system dependencies.
• Proven experience leading UAT, defect management, release validation, and stakeholder sign-off.
• Excellent communication, analytical, presentation, and stakeholder-management skills.
• Ability to work independently and manage multiple priorities in a fast-paced Agile environment.

Preferred Qualifications

• Experience in outpatient healthcare, diagnostic imaging, radiology, or patient-support operations.
• Knowledge of medical billing, claims, revenue cycle management, and healthcare workflows.
• Experience with Salesforce Health Cloud.
• Knowledge of RIS/E-RAD or healthcare system integrations.
• Understanding of HIPAA and healthcare data privacy requirements.
• Salesforce Business Analyst, Service Cloud, Health Cloud, or Agentforce certification.
• Experience working with Agile/Scrum methodologies, Jira, and Confluence.

Ideal Candidate

A successful candidate will be someone who can understand the business problem, analyze the data, define the right solution, work with technology teams to implement it, lead UAT, and communicate the outcome to leadership. The role requires a combination of Business Analysis, Salesforce, Data Analytics, AI, and healthcare domain knowledge.

Pay: ₹1,300,000.00 - ₹1,500,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Provident Fund

Application Question(s):

• Do you have 5+ years of Business/System/Data Analyst experience with strong requirements gathering, process analysis, and UAT experience?
• Do you have hands-on experience developing Power BI dashboards and advanced Excel reports? Please describe a dashboard/KPI report you developed and the business metrics it tracked.
• Describe your experience in requirements gathering, BRDs/user stories, acceptance criteria, functional specifications, UAT, defect triage, and release validation. Have you independently led these activities?

Work Location: Remote