Business Intelligence Analyst - Customer Reporting & Healthcare Analytics

About Guideway Care*

Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™

Job Summary: 

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. 

 

Essential Functions: 

• 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. 

 

Required Skills/Abilities: 

• 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. 

Preferred Skills/Abilities:

• 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. 

Location: Remote

 

Work Authorization: 

• Guideway Care does not offer Immigration or work visa sponsorship 

 

Total Rewards: 

 The target salary range for this role is $75,000 – $95,000. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations.  

 

In addition, team members enjoy … 

  

Benefits package including: 

• Medical Insurance 

• Vision Insurance 

• Dental Insurance  

• Flexible Spending Account (FSA),  

• Company paid short- and long-term disability,  

• Employee Assistance Program,  

• Life Insurance,  

• Accident insurance,  

• and other voluntary benefit programs for employees and their eligible dependents. 

• 401(k) retirement plan with a company match 

 

Essential Duties and Responsibilities 

• Able to work remotely at home in a private HIPAA compliant workspace 

• Able to house company equipment needed to perform job 

• Broadband Internet Access 

• Internet download speed must be at least 24 mbps and upload speed at least 4 mbps 

• Immigration or work visa sponsorship will not be provided  

•  Physical Demands: 

• Ability to hear in normal range and wear a headset / earpiece 

• Good visual acuity to read computer screens, scripts, forms, etc. 

• May sit 100% of the time when taking calls 

• Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes. 

• Guideway Care requires all candidates to successfully complete a background check, drug screening, and identity verification process, including third-party checks and real-time confirmation, prior to employment to ensure a secure and consistent candidate experience. 

 

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive. 

 

Guideway Care is the parent company of Sequence Health.