Job Description
Job Description
JOB SUMMARY
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The Performance Analytics Analyst is responsible for developing, maintaining, and analyzing
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operational performance reporting across Clinical Services. This role supports KPI governance,
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dashboard development, trend analysis, root-cause investigations, and performance insights that
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support operational leadership and operational decision-making.
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The Performance Analytics Analyst partners closely with operational leaders, supervisors, workforce
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planning resources, campaign strategy leadership, and executive stakeholders to transform data into actionable insights that improve productivity, quality, outcomes, efficiency, and organizational
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performance.
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This role serves as a performance analytics resource for the business ensuring consistent KPI
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definitions, accurate reporting, actionable analysis, and scalable reporting processes across Clinical
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Services.
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ESSENTIAL DUTIES & RESPONSIBILITIES
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KPI Governance & Reporting
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\n - Develop, maintain, and standardize operational KPI definitions and reporting methodologies.
\n - Ensure consistency, integrity, and accuracy across performance reporting.
\n - Serve as the primary owner of operational scorecards, reporting packages, and KPI documentation.
\n - Validate reporting outputs and identify data quality concerns.
\n - Develop reporting standards and governance processes across Clinical Services. Support leadership with metric definition, calculation methodology, and reporting interpretation.
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Performance Reporting & Business Intelligence
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\n - Design, build, and maintain dashboards utilizing Sigma, Tableau, Looker, Excel, and other business intelligence tools.
\n - Develop and maintain operational performance dashboards and leadership reporting solutions utilizing existing enterprise reporting platforms.
\n - Develop self-service reporting solutions that reduce manual reporting efforts.
\n - Automate recurring reports and performance monitoring processes where feasible.
\n - Improve reporting usability, operational transparency, and leadership accessibility to performance information.
\n - Monitor dashboard performance and recommend reporting enhancements.
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Performance Analysis, Business Reviews & Collaboration
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\n - Serve as the primary analytical partner to Clinical Services leadership, providing performance insights, operational recommendations, and decision-support analysis.
\n - Analyze productivity, quality, outcomes, campaign effectiveness, service levels, and operational performance trends.
\n - Conduct root-cause analysis, evaluate operational effectiveness, identify improvement opportunities, and develop actionable recommendations.
\n - Develop weekly, monthly, quarterly, and ad hoc business review materials.
\n - Prepare performance summaries for operational leadership and department leadership.
\n - Maintain documentation related to reporting processes, KPI definitions, and dashboard governance.
\n - Perform other duties as assigned and comply with company policies and regulatory requirements.
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KNOWLEDGE & REQUIREMENTS
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Required
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\n - Strong analytical and critical thinking skills.
\n - Ability to translate complex data into actionable business insights.
\n - Ability to identify trends, patterns, risks, and opportunities within large datasets.
\n - Strong data visualization and storytelling capabilities.
\n - Excellent written and verbal communication skills.
\n - Ability to effectively communicate with frontline associates through executive leadership.
\n - Strong organizational skills and attention to detail.
\n - Ability to prioritize competing priorities and meet deadlines.
\n - Advanced Microsoft Excel skills.
\n - Experience developing dashboards, scorecards, and executive reporting.
\n - Ability to work independently with minimal supervision.
\n - Strong business acumen and understanding of operational performance management.
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Preferred
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\n - Understanding of healthcare operations, pharmacy services, MTM programs, contact center
\n - operations, or population health programs.
\n - Experience supporting workforce management, operational leadership, campaign management, quality programs, or performance governance.
\n - Experience developing operational dashboards and self-service reporting solutions utilizing
\n - Sigma, Tableau, Looker, Power BI, or similar platforms.
\n - Experience translating manual reporting processes into automated solutions.
\n - Experience utilizing SQL or database queries to support operational reporting and analysis.
\n - Experience supporting KPI governance and performance management frameworks.
\n - Knowledge of HIPAA and healthcare data requirements.
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EDUCATION & EXPERIENCE REQUIREMENTS
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Required
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\n - Associate degree Business Analytics, Data Analytics, Statistics, Finance, Economics, Operations
\n - Management, Healthcare Administration, Information Systems, or a related field; or an
\n - equivalent combination of education and experience.
\n - 3+ years of experience in business analytics, performance analytics, operational reporting,
\n - business intelligence, workforce analytics, healthcare analytics, or a related analytical role.
\n - Experience developing dashboards and reporting solutions.
\n - Experience conducting trend analysis and root-cause investigations.
\n - Experience working with operational KPI reporting.
\n - Advanced proficiency in Excel.
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Preferred
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\n - Bachelor's degree in Business Analytics, Data Analytics, Statistics, Finance, Economics,
\n - Operations Management, Healthcare Administration, Information Systems, or related field.
\n - 5+ years of experience in operational analytics or business intelligence.
\n - Experience supporting contact center, healthcare services, pharmacy services, workforce
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\n - Experience using Sigma, Tableau, Looker, SQL, Power BI, or similar reporting platforms.
\n - Experience presenting analytical findings to leadership audiences.
\n - Experience supporting operational planning and operational improvement initiatives.
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