Operations Associate II

Position details

Reporting and analysis

• Develop and maintain recurring and ad hoc reports and dashboards for operational teams.
• Extract, validate, and analyze data from multiple systems using SQL.
• Monitor contact-center metrics, identify trends, and communicate actionable insights.
• Build and maintain Power BI performance reporting for teammates, teams, and service lines.
• Analyze volume trends, staffing utilization, productivity, and operational performance.
• Improve reporting through automation, process improvement, and data-visualization practices.

Operations and process support

• Collect and analyze project data; conduct time studies and compare performance before and after process changes.
• Support practice-operations workflows as a subject matter expert.
• Document workflows, job aids, and process changes and publish organized materials.
• Assess readiness for change and facilitate change management.
• Manage multiple projects and train teammates on operational systems and new functionality.
• Work with providers, teammates, and practice managers to implement organizational goals.

Qualifications

• Associate’s degree plus two years of practice operations experience, or four years of related clerical or clinical practice experience.
• SQL query-writing experience is preferred.
• Power BI dashboard and reporting experience is preferred; Tableau or similar BI platform experience is also noted.
• Preferred qualifications include analytical and problem-solving skills, medical terminology, relevant large-dataset experience, and knowledge of visualization practices and KPI development.

Schedule and physical requirements

• Work is described as remote on weekdays, Monday through Friday, 8 a.m.–5 p.m.
• The posting also describes regular travel to facilities and practices in a teammate’s vehicle.
• The physical-requirements text describes desk-based work using a telephone and computer.