Join VillageMD as a Business Intelligence Analyst – Contact Center (Remote)

Join the frontlines of today's healthcare transformation

Why VillageMD?

At VillageMD, we are looking for a Business Intelligence Analyst to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we have partnered with many of today's best primary care physicians. We are equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We are creating care that is more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we are looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

Could this be you?

The position will be primarily focused on developing and delivering business intelligence (BI) capabilities within the Contact Center by executing complex querieas, developing BI dashboards, and compiling statistical analysis in an easy-to-read format for a variety of telephony, CRM (Customer Relationship Management), and integrated healthcare systems. In addition, the position will be responsible for providing support to the business working across several simultaneous projects by creating new reports, expanding on existing metrics, identifying operational and customer insights, and reviewing for overall data improvement.

How you can make a difference

• Support the Contact Center by gathering data and making recommendations through use of  telephony, CRM, and various healthcare systems reporting
• Provide customer journey insights, and connect operational data to customer data to help create an enhanced patient services offering
• Independent accountability for presenting data solutions that drive departmental KPI’s
• Optimize and enhance reports to improve the end-user experience and overall department performance
• Gather, cleanse, and validate relevant data while maintaining data dictionaries for reporting

Skills for success

• Thorough knowledge of call-center and healthcare best practices, including reporting and managing to service levels / customer satisfaction metrics in conjunction with leadership teams
• Understanding of telephony / telecom terms and technology (telephony, data warehouse, and Salesforce experience required)
• Strong ability to report findings in a succinct, understandable manner is critical to this role (PowerPoint, advanced Excel, etc.)
• Ability to develop and produce departmental BI dashboards leveraging Tableau and/or equivalent systems, requiring advanced reporting skills to include but not limited to project analysis, historical reporting, workflow analysis, and financial analysis
• Have a proficient working knowledge of EMR (Electronic Medical Record) systems and healthcare specific data structures preferred
• Ability to autonomously manage initiatives to fruition while ably handling the ambiguity of an evolving environment
• Familiarity and experience in more than one data storage technology
• Ability to Extract, Translate and Load data in a standardized and normalized format
• Personal Initiative: Highly accountable, self-starter; strong sense of urgency; can work autonomously with limited direction
• Strong problem-solving skills; effectively provides solutions to difficult issues
• Bias for action and pragmatism: drive for translating insight into business improvements
• Flexible: ably navigates within ambiguity; can operate effectively at various levels of abstraction
• Communication: distills complex, technical topics articulately to a nontechnical audience
• Collaboration: orientation to team-based work product and results
• Humility: low ego; engenders trust; respectful

Experience to drive change

• High School Diploma or GED required
• 2+ years' experience in both a call center operations support role and reporting / data analyst position required
• Strong Microsoft Excel and PowerPoint capabilities required
• Experience with Salesforce and/or Tableau dashboard creation required
• Experience developing SQL queries and with relational database data manipulation preferred
• Experience designing solutions using Crystal Reports, PowerBI, or Tableau preferred
• Experience with call center telephony, Salesforce, and Snowflake or equivalent systems
• Experience facing call center challenges such as meeting service levels, delivering quality interactions, and gaining operational efficiency

How you will thrive

In addition to competitive salaries, a 401k program with company match, bonus, and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly-collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1.

Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved quality of healthcare for providers and patients.

Our unique VillageMD culture – how inclusion and diversity make the difference

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Those seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For Colorado Residents only: The base compensation range for this role is $55,000 to $85,000. At VillageMD, compensation is based on several factors including but not limited to education, work experience, certifications, location, etc. This role may be eligible for annual/quarterly bonus incentives (if applicable), and the selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan with company match. 

Explore your future with VillageMD today.