Senior Business Analyst - Operational Efficiency

Role Profile

Serefin is seeking a strategic and detail-oriented Senior Business Analyst to lead initiatives that improve operational efficiency across our healthcare case management operations and clinic operations. This role requires a unique combination of data-driven insight, process optimization expertise, and healthcare industry understanding. You will work cross-functionally with operations, technology, and clinical teams to identify bottlenecks, streamline workflows, and implement measurable improvements in service delivery and resource utilization.

• Analyze workflows, processes, and systems related to case management operations and clinic operations to identify inefficiencies and recommend improvements.
• Partner with operational leaders and case management teams to achieve KPIs and optimize performance dashboards.
• Interpret operational data to drive actionable insights.
• Map current state and future state processes, using Lean, Six Sigma, or other methodologies.
• Translate business needs into technical requirements and liaise with IT/tech teams on system enhancements or automation opportunities.
• Lead or support projects aimed at improving turnaround times, caseload distribution, client satisfaction, and compliance.
• Monitor the impact of changes over time.
• Prepare business cases for new initiatives, including ROI, resource requirements, and risk assessments.
• Remain current with trends in healthcare operations, digital health tools, and case management best practices.

• Bachelor’s degree in Business, Health Administration, or a related field (Master’s degree an asset).
• 5+ years of experience as a Business Analyst, Operations Analyst, or related role; healthcare or case management experience strongly preferred.
• Strong working knowledge of healthcare systems, terminology, and regulations (e.g., PHIPA, HIPAA, EMRs, care pathways).
• Proficiency in data analysis tools (Excel, SQL, Tableau, Power BI) and process mapping tools (e.g., Visio, Lucidchart).
• Experience with Lean, Six Sigma, or similar methodologies preferred.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Strong analytical and critical thinking abilities with a continuous improvement mindset.
• Hybrid role requiring some in-person work at our clinic and head-office location 

We help our customer's clients access services that would otherwise be too complex or overwhelming for them. We do this in a human and personalized way.

The critical element to delivering this service is our team of high-quality front-line staff who humanize the process, such as nurses, care coordinators, social workers, and brand ambassadors. Our innovative technology and standardized procedures support our front-line team.

Our customers include large organizations, EAP programs, credit cards, insurance companies, loyalty and rewards companies, governments, and public sector agencies.

We added services to support government agencies like Access OAP and Autism Ontario to ensure citizens can understand and access available programs and resources.

We enhance corporate EAP programs by providing nurses who can assist with medical questions and understanding how to maximize the benefits available to them.

We add value to loyalty, rewards, and credit card programs.

We reduce insurance company costs by ensuring clients use the available services efficiently.

We build bespoke contact centre services that improve the brand experience for our client's customers.

Our values revolve around our people to ensure we build a company that will deliver on our mission. Our core values are collaboration, integrity, ownership, creativity, community, and fun. 

Serefin is an equal opportunity employer committed to diversity and inclusion. We will be pleased to consider all qualified applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status or any other legally protected factors. Serefin is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Serefin will make accommodations available to applicants with disabilities upon request during the hiring process.

Why work for us?

• Serefin is all about delivering exceptional client service. Our divisions include Serefin Health, and Serefin Experiences, designed to help clients navigate complex services. We help families with autistic children find the right services as part of AccessOAP. We help employees determine the best services as part of their EAP program. We help travellers to find answers to non-emergency medical questions when away from home. We help brands improve their customer experience when customers call in