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."™

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.

• 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.

• 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.

• 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.
• Experience with NICE CXone/InContact or another contact-center platform.
• Understanding of healthcare privacy, PHI handling, data governance, and responsible AI practices.

Location:

Remote

• Guideway Care does not offer Immigration or work visa sponsorship

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 …

• 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…