We are seeking a data-driven and highly skilled Reporting Analyst to support the performance monitoring, strategic planning, and decision-making processes of our newly launched healthcare payment call center. This role will be responsible for developing, maintaining, and evolving reporting tools and dashboards that provide actionable insights across all functions. The ideal candidate has strong experience with Power BI and other visualization platforms, a solid understanding of call center metrics, and a passion for turning data into meaningful stories.
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Key Responsibilities
Design and maintain interactive dashboards, scorecards, and reports using Power BI and other reporting tools
Partner with operations, workforce, QA, and leadership teams to gather reporting requirements and build fit-for-purpose analytics solutions
Create and automate daily, weekly, and monthly reports to monitor inbound and outbound KPIs such as net contact rate, collection rate, NPS/Patient Satisfaction, , aging reports, call volume, AHT, SLA, CSAT, adherence, and productivity
Translate complex datasets into clear, actionable insights that drive operational decisions and improve performance
Ensure data accuracy, integrity, and consistency across all reporting environments
Develop data models and visualizations that support root cause analysis, performance trends, and forecasting
Support executive and client-facing reporting needs, including summaries, presentations, and ad hoc analysis
Work closely with IT and systems teams to ensure data sources are correctly integrated and refreshed
Contribute to a culture of continuous improvement by identifying gaps, inefficiencies, and opportunities for smarter data use
Stay up to date on healthcare industry trends, regulatory changes, and analytics best practices
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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35+ years of experience in a training role within a healthcare or contact center environment and a focus on payment solutions
Prior experience with Amazon Quicksight preferred
Proven success in designing and delivering training content for new call center launches or large-scale ramp-ups
Strong understanding of healthcare operations, patient experience, and revenue cycle terminology
Experience with quality assurance programs and the development of coaching tools and rubrics
Familiarity with learning management systems (LMS), call center technologies, and knowledge bases
Bachelors degree in Education, Healthcare Administration, Communications, or related field preferred
Experience working in fast-paced or startup environments with high growth demands is a plus
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.