Job Description

JOB SUMMARY

The Performance Analytics Analyst is responsible for developing, maintaining, and analyzing

operational performance reporting across Clinical Services. This role supports KPI governance,

dashboard development, trend analysis, root-cause investigations, and performance insights that

support operational leadership and operational decision-making.

The Performance Analytics Analyst partners closely with operational leaders, supervisors, workforce

planning resources, campaign strategy leadership, and executive stakeholders to transform data into actionable insights that improve productivity, quality, outcomes, efficiency, and organizational

performance.

This role serves as a performance analytics resource for the business ensuring consistent KPI

definitions, accurate reporting, actionable analysis, and scalable reporting processes across Clinical

Services.

ESSENTIAL DUTIES & RESPONSIBILITIES

KPI Governance & Reporting

• Develop, maintain, and standardize operational KPI definitions and reporting methodologies.
• Ensure consistency, integrity, and accuracy across performance reporting.
• Serve as the primary owner of operational scorecards, reporting packages, and KPI documentation.
• Validate reporting outputs and identify data quality concerns.
• Develop reporting standards and governance processes across Clinical Services. Support leadership with metric definition, calculation methodology, and reporting interpretation.

Performance Reporting & Business Intelligence

• Design, build, and maintain dashboards utilizing Sigma, Tableau, Looker, Excel, and other business intelligence tools.
• Develop and maintain operational performance dashboards and leadership reporting solutions utilizing existing enterprise reporting platforms.
• Develop self-service reporting solutions that reduce manual reporting efforts.
• Automate recurring reports and performance monitoring processes where feasible.
• Improve reporting usability, operational transparency, and leadership accessibility to performance information.
• Monitor dashboard performance and recommend reporting enhancements.

Performance Analysis, Business Reviews & Collaboration

• Serve as the primary analytical partner to Clinical Services leadership, providing performance insights, operational recommendations, and decision-support analysis.
• Analyze productivity, quality, outcomes, campaign effectiveness, service levels, and operational performance trends.
• Conduct root-cause analysis, evaluate operational effectiveness, identify improvement opportunities, and develop actionable recommendations.
• Develop weekly, monthly, quarterly, and ad hoc business review materials.
• Prepare performance summaries for operational leadership and department leadership.
• Maintain documentation related to reporting processes, KPI definitions, and dashboard governance.
• Perform other duties as assigned and comply with company policies and regulatory requirements.

KNOWLEDGE & REQUIREMENTS

Required

• Strong analytical and critical thinking skills.
• Ability to translate complex data into actionable business insights.
• Ability to identify trends, patterns, risks, and opportunities within large datasets.
• Strong data visualization and storytelling capabilities.
• Excellent written and verbal communication skills.
• Ability to effectively communicate with frontline associates through executive leadership.
• Strong organizational skills and attention to detail.
• Ability to prioritize competing priorities and meet deadlines.
• Advanced Microsoft Excel skills.
• Experience developing dashboards, scorecards, and executive reporting.
• Ability to work independently with minimal supervision.
• Strong business acumen and understanding of operational performance management.

Preferred

• Understanding of healthcare operations, pharmacy services, MTM programs, contact center
• operations, or population health programs.
• Experience supporting workforce management, operational leadership, campaign management, quality programs, or performance governance.
• Experience developing operational dashboards and self-service reporting solutions utilizing
• Sigma, Tableau, Looker, Power BI, or similar platforms.
• Experience translating manual reporting processes into automated solutions.
• Experience utilizing SQL or database queries to support operational reporting and analysis.
• Experience supporting KPI governance and performance management frameworks.
• Knowledge of HIPAA and healthcare data requirements.

EDUCATION & EXPERIENCE REQUIREMENTS

Required

• Associate degree Business Analytics, Data Analytics, Statistics, Finance, Economics, Operations
• Management, Healthcare Administration, Information Systems, or a related field; or an
• equivalent combination of education and experience.
• 3+ years of experience in business analytics, performance analytics, operational reporting,
• business intelligence, workforce analytics, healthcare analytics, or a related analytical role.
• Experience developing dashboards and reporting solutions.
• Experience conducting trend analysis and root-cause investigations.
• Experience working with operational KPI reporting.
• Advanced proficiency in Excel.

Preferred

• Bachelor's degree in Business Analytics, Data Analytics, Statistics, Finance, Economics,
• Operations Management, Healthcare Administration, Information Systems, or related field.
• 5+ years of experience in operational analytics or business intelligence.
• Experience supporting contact center, healthcare services, pharmacy services, workforce
• management, or customer engagement operations.
• Experience using Sigma, Tableau, Looker, SQL, Power BI, or similar reporting platforms.
• Experience presenting analytical findings to leadership audiences.
• Experience supporting operational planning and operational improvement initiatives.

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