Operational Insights Specialist

Hanger, Inc.•Austin, TX

About The Position

The Operational Insights Specialist supports the Command Center by monitoring operational performance, identifying opportunities to improve patient access, scheduling efficiency, and supporting enterprise performance initiatives. This role partners with operational leadership to review and monitor key performance indicators, identify operational risks, and support optimization efforts that improve patient flow, reduce patient waiting time, and increase clinical capacity utilization. The Operational Insights Specialist works closely with the Scheduling & Operational Intelligence, Operational Excellence, and the Customer Service & Triage teams to translate operational insights into actionable operational improvements.

Requirements

Bachelor’s degree in related field or equivalent experience
Minimum of 3 years of experience in healthcare operations, patient access, scheduling operations, or performance improvement.
Experience working with operational performance metrics and dashboards.
Must have, or be eligible to obtain, a valid driver’s license and driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures.

Nice To Haves

Experience supporting scheduling optimization initiatives preferred.
Familiarity with EMR systems such as NextGen, Epic or similar platforms preferred.
Lean Six Sigma or process improvement experience preferred.
Ability to interpret operational data and translate insights into actionable improvements.
Ability to transform complex data into clear, compelling visualizations and narratives that inform stakeholders.
Ability to clearly communicate operational insights and recommendations.
Understanding of how scheduling, workflows, and processes impact patient access and clinical productivity.
Ability to work effectively across multiple operational teams including clinic leadership, patient access, and revenue cycle.
Ability to identify operational bottlenecks and recommend solutions that improve performance.
Statistical and predictive modeling.
Strong analytical and problem-solving skills.
Excellent communication skills, both written and verbal with the ability to present findings.
Ability to work in a fast-paced environment and manage multiple tasks.

Responsibilities

Monitor Command Center performance metrics and improvement of KPIs.
Supporting data-driven operational decisions.
Enhancing enterprise performance visibility.
Identify trends, risks, and performance gaps through data review and monitoring.
Prepare performance summaries and operational reports for Command Center leadership.
Review scheduling patterns and identify opportunities to improve appointment utilization.
Monitor scheduling duration overrides and template performance.
Assist in identifying clinics with access constraints or capacity risk.
Evaluate future scheduling capacity and identify potential access bottlenecks.
Support initiatives to reduce time to new patient evaluation.
Monitor patient leakage indicators and identify opportunities to improve scheduling conversion.
Partner with Operational Excellence to identify workflow barriers affecting performance metrics.
Support initiatives that improve scheduling discipline, task management, and operational throughput.
Assist with performance improvement projects across clinic operations and centralized teams.
Work closely with Customer Service & Triage teams to identify systemic operational issues.
Support Command Center escalation monitoring by identifying trends across intake requests and operational issues.
Provide data insights to support cross-functional operational problem solving.
Assist in monitoring compliance with standardized event types and durations.