Business Intelligence Analyst – Customer Reporting, Healthcare Analytics

🔥 0 minutes ago

🏈 Alabama – Remote

🏈 Alabama – Remote

💵 $75k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📊 Business Intelligence Developer

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Guideway Care

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🏥 Healthcare

☁️ SaaS

🤖 Artificial Intelligence

Healthcare • SaaS • Artificial Intelligence

Guideway Care is a healthcare-focused enterprise that provides an evidence-based patient activation platform combining AI-driven orchestration and trained human Patient Activation Agents. Using its proprietary Motivational Patient Guidance (MPG) framework, Guideway guides patients through access, referrals, care transitions, and chronic disease management to improve adherence, reduce avoidable utilization, and boost satisfaction and financial outcomes for hospitals, health systems, payors/ACOs, FQHCs, and medical device providers. The company emphasizes measurable clinical and financial impact—fewer readmissions, higher appointment adherence, improved HCAHPS scores, and strong ROI—while addressing social determinants of health and operational barriers.

📋 Description

• Develop customer-facing reports, scorecards, and dashboards communicating operational performance, patient engagement, service quality, outcomes, and improvement opportunities • Translate complex data into clear findings and recommendations for customer and executive audiences • Use AI and natural-language-processing tools to analyze call transcripts and identify call reasons, patient needs, sentiment, barriers to care, resolution status, and recurring themes • Validate AI-generated classifications and insights for accuracy, consistency, bias, and operational usefulness • Define and maintain standardized metrics, business rules, data dictionaries, and calculation methodologies • Validate data across contact-center platforms, internal systems, and customer data sources • Investigate discrepancies, duplicates, missing data, and inconsistent definitions • Build scalable reporting processes and quality controls to reduce manual work and improve reporting reliability • Help develop staffing models forecasting hiring and assignment based on operational complexity and contractual requirements • Partner with Customer Success, Operations, Clinical Leadership, Product, and technical teams to improve reporting and demonstrate customer value • Present findings to internal leaders and external customer stakeholders

🎯 Requirements

• Bachelor’s degree or equivalent professional experience • Three or more years of experience in business intelligence, healthcare analytics, customer reporting, workforce management analytics, or operations analytics • Experience developing reports or dashboards for customers or executive audiences • Strong SQL skills • Strong Excel skills • Strong analytical, data-validation, and problem-solving skills • Ability to translate complex analysis into concise, customer-appropriate conclusions • Strong written and verbal communication skills with exceptional attention to accuracy • Experience with AI agents and prompts in a data analysis capacity • Experience with contact centers, healthcare operations, or patient-engagement programs preferred • Experience analyzing call-detail records, operations workflows, or patient interactions preferred • Experience using AI, large language models, natural-language processing, or text-classification tools preferred • Experience with Power BI, Tableau, Looker, or similar BI platforms preferred • Familiarity with NICE CXone/InContact or another contact-center platform preferred • Understanding of healthcare privacy, PHI handling, data governance, and responsible AI practices preferred • Ability to work remotely at home in a private HIPAA-compliant workspace • Ability to house company equipment needed to perform the job • Broadband internet with download speed of at least 24 Mbps and upload speed of at least 4 Mbps • Must complete a background check, drug screening, and identity verification process prior to employment • Immigration or work visa sponsorship will not be provided • Ability to hear in normal range and wear a headset/earpiece • Good visual acuity to read computer screens, scripts, and forms • Access to a personal mobile device may be required 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 • Other voluntary benefit programs for employees and their eligible dependents • 401(k) retirement plan with a company match • Remote work from home • Company equipment • Broadband Internet Access