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.
Innovation starts from the heart. Edwards Lifesciences is the leading global structural heart innovation company, driven by a passion to improve patient lives. With millions of patients served in over 100 countries, each team makes a meaningful contribution by improving patient outcomes and discovering lasting solutions for unmet patient needs. Our EDI Operations Analyst role is a unique career opportunity that could be your next step towards an exciting future.
This role can be an onsite or hybrid role based at the Irvine, California corporate headquarters.
How you’ll make an impact:
The EDI Operations Analyst (formal Edwards title is Business Analyst) serves Edwards' subject matter expert for electronic customer ordering, EDI connectivity, GHX integration, and hospital trading partner onboarding.
The EDI Operations Analyst will partner with Customer Service, Sales Operations, IT, GHX, and healthcare customers to improve order automation, increase electronic order adoption, and reduce manual processing.
- 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.
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Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.