Business Intelligence Analyst - Customer Reporting & Healthcare Analytics

Guideway Care•Remote, AL

2d•$75,000 - $95,000•Remote

About The Position

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. This role will transform contact-center and patient-engagement data into clear insights, use AI to analyze call transcripts, and ensure that customer-facing metrics are reliable, consistent, and well documented.

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.

Nice To Haves

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.

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.