Business Intelligence Analyst – Customer Reporting, Healthcare Analytics

This is a fully remote position, open to applicants in Alabama.

📋 Description

• Create customer-oriented reports, scorecards, and dashboards that convey operational performance, patient engagement, service quality, outcomes, and opportunities for improvement.

• Convert complex data into straightforward findings and recommendations suitable for both customer and executive audiences.

• Utilize AI and natural language processing tools to analyze call transcripts, identifying reasons for calls, patient needs, sentiment, barriers to care, resolution status, and recurring themes.

• Ensure the accuracy, consistency, bias, and operational relevance of AI-generated classifications and insights through validation processes.

• Establish and uphold standardized metrics, business rules, data dictionaries, and methodologies for calculations.

• Validate data across contact center platforms, internal systems, and customer data sources.

• Investigate any discrepancies, duplicates, missing data, and inconsistent definitions.

• Develop scalable reporting processes and quality controls to minimize manual tasks and enhance reporting reliability.

• Assist in creating staffing models that forecast hiring and assignments based on operational complexity and contractual obligations.

• Collaborate with Customer Success, Operations, Clinical Leadership, Product, and technical teams to enhance reporting and showcase customer value.

• Present findings to internal leaders as well as external customer stakeholders.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience is required.

• A minimum of three years of experience in business intelligence, healthcare analytics, customer reporting, workforce management analytics, or operations analytics.

• Proven experience in developing reports or dashboards aimed at customers or executive audiences.

• Proficient in SQL.

• Strong skills in Excel.

• Excellent analytical, data validation, and problem-solving abilities.

• Capability to distill complex analyses into concise conclusions appropriate for customers.

• Exceptional written and verbal communication skills with a strong focus on accuracy.

• Experience with AI agents and prompts in a data analysis context is desirable.

• Familiarity with contact centers, healthcare operations, or patient engagement programs is preferred.

• Experience analyzing call detail records, operational workflows, or patient interactions is preferred.

• Background in using AI, large language models, natural language processing, or text classification tools is preferred.

• Experience with BI platforms such as Power BI, Tableau, Looker, or similar tools is preferred.

• Familiarity with NICE CXone/InContact or another contact center platform is preferred.

• Understanding of healthcare privacy, PHI handling, data governance, and responsible AI practices is preferred.

• Ability to work remotely in a HIPAA-compliant home workspace.

• Capacity to accommodate company equipment necessary for the role.

• Broadband internet connection with a minimum download speed of 24 Mbps and upload speed of 4 Mbps is required.

• Completion of a background check, drug screening, and identity verification process is mandatory prior to employment.

• Immigration or work visa sponsorship will not be provided.

• Ability to hear within the normal range and use a headset/earpiece is necessary.

• Good visual acuity to read computer screens, scripts, and forms is required.

• Access to a personal mobile device may be necessary for EMR authentication.

🏝️ Benefits

• Medical Insurance

• Vision Insurance

• Dental Insurance

• Flexible Spending Account (FSA)

• Company-paid short- and long-term disability

• Employee Assistance Program

• Life Insurance

• Accident Insurance

• Additional voluntary benefit programs for employees and their eligible dependents

• 401(k) retirement plan with company matching

• Remote work from home options

• Provision of company equipment

• Broadband Internet Access