Virtual Clinic Operations Analyst

Sutter Health•San Francisco, CA

2d•Hybrid

About The Position

Support the operational infrastructure needed to manage, improve, and scale Sutter Sync clinical programs. This role is first and foremost an operations analyst role, focused on understanding how work actually flows across virtual clinical operations, identifying operational barriers, surfacing workflow gaps, tracking follow-through, and helping teams solve the right problems. Reporting and data analysis are important parts of the role, but they are used in service of operational improvement—not as the primary purpose of the position. The analyst will partner closely with clinical operations, customer support, Epic/IT, product, analytics, and leadership stakeholders to understand current-state processes, observe operational workflows, gather stakeholder input, and translate operational needs into clear actions, metrics, and decision points. This role will help identify root causes behind performance trends, escalation patterns, capacity constraints, workflow variation, data quality issues, and process breakdowns so teams can make informed decisions and continuously improve how the program operates. The analyst will also build and maintain an operational KPI framework, develop leadership-facing KPI reporting, monitor trends across key operational measures, and translate findings into actionable insights. Dashboards, reports, and data analysis should help answer practical operational questions such as where work is getting stuck, where variation exists, what needs escalation, and where process changes may improve patient, staff, or program outcomes. The ideal candidate brings strong healthcare operations experience, comfort working with data, and the ability to connect analysis back to real operational workflows and improvement opportunities.

Requirements

Bachelor's degree in Business Analytics, Healthcare Administration, Statistics, Economics, Finance, Computer Science, or a related field (Equivalent experience will be accepted in lieu of the required degree or diploma).
4 years recent relevant experience.
Solid understanding of data analysis techniques and operational reporting best practices.
Proficiency in data visualization platforms (Tableau, Power BI) or in application reporting and dashboard tools and intermediate-to-advanced Excel.
Intermediate SQL skills for independent data extraction and exploration.
Strong verbal and written communication skills; ability to translate technical concepts to non-technical business partners.
Ability to work independently to solve common operational questions and manage routine analytical queues.

Nice To Haves

Healthcare operations, virtual care, ambulatory care, population health, or clinical program operations experience.
Experience with KPI tracking, dashboarding, reporting, trend analysis, and operational performance analysis.
Experience identifying workflow gaps, process issues, data quality concerns, and opportunities for improvement.
Experience working cross-functionally with clinical, operational, IT/Epic, product, analytics, and leadership teams.
Experience with Excel, Power BI, Tableau, SQL, Epic reporting tools, or similar analytics/reporting platforms.
Experience supporting operational readiness, action tracking, meeting preparation, and decision documentation for complex programs.

Responsibilities

Understand how work actually flows across virtual clinical operations.
Identify operational barriers and workflow gaps.
Track follow-through on identified issues.
Help teams solve operational problems.
Partner with clinical operations, customer support, Epic/IT, product, analytics, and leadership stakeholders.
Understand current-state processes and observe operational workflows.
Gather stakeholder input and translate operational needs into clear actions, metrics, and decision points.
Identify root causes behind performance trends, escalation patterns, capacity constraints, workflow variation, data quality issues, and process breakdowns.
Build and maintain an operational KPI framework.
Develop leadership-facing KPI reporting.
Monitor trends across key operational measures.
Translate findings into actionable insights.
Answer practical operational questions such as where work is getting stuck, where variation exists, what needs escalation, and where process changes may improve patient, staff, or program outcomes.