Contact Center Reporting & Data Analyst

Job Summary

The Reporting & Data Analyst will be responsible for gathering, analyzing, and interpreting data from various sources to improve the operational efficiency of the medical center. A key focus of this role involves optimizing call center operations, which serve as the central hub for all patient phone interactions. By preparing detailed reports and actionable analytics, you will evaluate Key Performance Indicators (KPIs), identify trends, and provide insights that enhance patient care and streamline workflows. Collaborating with cross-functional teams—including healthcare providers, administrative leadership, and call center management—you will play a vital role in driving data-informed decisions that improve service delivery and overall patient outcomes.

Key Responsibilities :

Data Collection and Analysis : Collect and analyze data from various sources, including call center interactions, patient records, and operational metrics, to identify patterns, inefficiencies, and opportunities for improvement.

Call Center Performance Analysis : Monitor and assess KPIs such as call volume, wait times, call resolution, and customer satisfaction, providing insights to optimize call center operations and improve the patient experience.

Reporting and Dashboards : Design and maintain real-time dashboards and reports to track call center and clinical performance. Share insights with stakeholders to drive data-informed decision-making.

Operational Insights : Analyze workflows and processes within the call center to identify areas for improvement, offering recommendations to enhance patient interactions and overall operational efficiency.

Collaboration with Teams : Work closely with call center managers, IT, and others to align data insights with organizational objectives and improve service delivery across the board.

Risk and Compliance Tracking : Ensure compliance with healthcare regulations (e.g., HIPAA) and track quality assurance metrics, helping the call center meet regulatory standards.

Customer Experience Optimization : Use data analysis to enhance patient satisfaction, analyzing feedback, call interactions, and service delivery patterns to suggest process improvements.

Continuous Improvement : Contribute to initiatives aimed at improving both call center performance and patient outcomes, supporting process enhancements and team training based on data-driven findings.

Requirements :

Education : Bachelor’s degree in quantitative, Healthcare Analytics, Business Administration, or related field.

Experience : 3 years of experience in data analysis or a similar role, strong analytics skills, with preference for experience in healthcare and / or call center operations.

Skills :

Strong analytical skills and familiarity with healthcare data (e.g., patient records, appointment scheduling).

Knowledge of call center metrics such as call handling times, resolution rates, and customer satisfaction.

Proficiency in tools such as Excel, SQL, Tableau, Power BI, or similar for data analysis and visualization.

Strong communication skills with the ability to present data insights to non-technical audiences and collaborate effectively across departments.

Desired Qualifications :

Familiarity with EMR systems (e.g. EPIC) and call center platforms (e.g., Salesforce, Five9)

Knowledge of HIPAA and compliance standards related to healthcare data

Experience in predictive modeling or statistical analysis to support decision-making

Familiarity with patient feedback systems and satisfaction surveys

Project management experience, especially in process improvement within healthcare

Previous exposure to call center optimization in a healthcare or customer service setting

Benefits :

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes :

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program