We are seeking an experienced Business Analyst to support the implementation of a CRM-based patient/client portal, with a strong focus on the end-to-end patient pathway and integration with medical patient records.

Key Responsibilities

• Map the end-to-end patient pathway, from referral/enquiry through assessment, treatment, follow-up and discharge.
• Capture and document business, clinical and user requirements.
• Map as-is and to-be processes, identifying gaps and opportunities for improvement.
• Define requirements for the CRM and patient portal, including patient records, appointments, communications, documents, forms and pathway tracking.
• Work closely with clinical, operational, IT, CRM and data teams.
• Define data and integration requirements between the CRM, portal and existing medical record systems.
• Produce user stories, process maps and acceptance criteria.
• Support solution design, testing, UAT and implementation.
• Ensure requirements consider patient experience, data protection, information governance and security.

Experience Required

• Strong Business Analysis experience, ideally within healthcare or another regulated environment.
• Experience implementing CRM, client/patient portals or workflow systems.
• Strong process mapping, requirements gathering and stakeholder management skills.
• Experience with system integrations and data flows.
• Experience supporting testing and UAT.
• Healthcare systems, EPR/EMR/PAS or patient pathway experience would be highly desirable.

Key Objective

To ensure the new CRM and patient portal provides a clear, joined-up view of the patient journey, enabling staff and patients to understand where the patient is in their pathway, what has happened, and what needs to happen next.

*Rates depend on experience and client requirements