Business Intelligence Analyst - Customer Reporting & Healthcare Analytics

Guideway Care is the Patient Activation Company™, partnering with healthcare organizations to improve patient access, care coordination, and operational performance through technology, analytics, and evidence-based patient engagement. We are seeking a Business Intelligence Analyst to develop meaningful, accurate, and actionable reporting for our healthcare customers, transforming data into clear insights and ensuring that metrics are reliable and well documented.

Responsibilities:

• Develop customer-facing reports, scorecards, and dashboards that communicate operational performance, patient engagement, service quality, outcomes, and opportunities for improvement
• 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 that reduce manual work and improve reporting reliability
• Help develop staffing models that forecast 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, Excel, 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 data analysis capacity
• Experience with contact centers, healthcare operations, or patient-engagement programs
• Experience analyzing call-detail records, operations workflows, or patient interactions
• Experience using AI, large language models, natural-language processing, or text-classification tools
• Experience with Power BI, Tableau, Looker, or similar BI platforms
• Familiarity with NICE CXone/InContact or another contact-center platform
• Understanding of healthcare privacy, PHI handling, data governance, and responsible AI practices