Patient Contact Center Business Analyst

Job Title:

Patient Contact Center Business Analyst

Department:

Operations, Managed Services

Reports To:

Managed Services Manager

Location:

Chennai, India

Employment Type:

Full-Time

Job Type:

Onsite presence in Chennai required

Position Summary

We are seeking a skilled
Patient Contact Center Business Analyst

to join our team, working weekdays which overlaps with US business hours. The role focuses on increasing contact center success by analyzing performance data, creating actionable dashboards, and driving process improvements. The ideal candidate will have expertise in Zoom Contact Center analytics, strong data visualization skills, and a passion for enhancing patient engagement and operational efficiency.

Key Responsibilities

• Performance Analysis & Optimization

:
- Analyze contact center performance metrics (e.g., first-call resolution, average handle time, patient satisfaction, call abandonment rates) to identify trends and opportunities for improvement.
- Conduct root cause analysis for operational bottlenecks and recommend solutions to enhance efficiency and patient outcomes.
- Monitor campaign performance (e.g., health awareness, appointment reminders) to assess effectiveness and suggest data-driven optimizations.
- Dashboard Creation & Reporting

:
- Design, develop, and maintain interactive dashboards using tools like Tableau, Power BI, or Zoom Contact Center's native analytics to visualize KPIs and campaign results.
- Create real-time and periodic reports for leadership, highlighting contact center performance, patient engagement metrics, and actionable insights.
- Ensure dashboards are user-friendly and tailored to stakeholders, including managers, agents, and healthcare providers.
- Process Improvement

:
- Collaborate with the Zoom Contact Center Manager to streamline workflows, optimize call routing, and improve multichannel communication (phone, SMS, email, chat, apps).
- Integrate data from CRM and Electronic Health Records (EHR) systems to enhance patient interaction accuracy and personalization.
- Recommend automation and AI-driven solutions to reduce manual tasks and improve response times.
- Campaign Strategy Support

:
- Analyze patient archetypes and personas to support targeted outreach campaigns (e.g., wellness programs, preventive care reminders).
- Use data segmentation to optimize campaign messaging and delivery across channels, improving patient engagement rates.
- Track campaign outcomes and provide insights to refine future strategies.
- Compliance & Data Security

:
- Ensure all data analysis and reporting comply with HIPAA and other regulatory standards.
- Work with IT to maintain data integrity and security within Zoom Contact Center and integrated systems.
- Stakeholder Collaboration

:
- Partner with contact center leadership, healthcare providers, and IT teams to align analytics with business goals and patient care objectives.
- Present findings and recommendations to stakeholders during US business hours, requiring real-time collaboration.

Qualifications

• Education

: Bachelor's degree in data analytics, business administration, healthcare informatics, or a related field. Master's degree preferred.
- Experience

:
- 3+ years of experience as a business analyst in a contact center environment, preferably in healthcare.
- Hands-on experience with Zoom Contact Center analytics or similar platforms (e.g., Genesys, Five9).
- Proven expertise in creating dashboards using Tableau, Power BI, or similar tools.
- Skills

:
- Strong analytical skills with proficiency in data mining, statistical analysis, and trend identification.
- Expertise in data visualization and dashboard development for actionable insights.
- Familiarity with CRM, EHR integration, and healthcare processes (e.g., patient engagement, HIPAA compliance).
- Excellent communication skills to present complex data to non-technical stakeholders.
- Ability to work evening/night shifts (IST) to overlap with US business hours.
- Preferred

:
- Knowledge of patient archetypes/personas and campaign analytics.
- Experience in a healthcare contact center with a focus on patient outcomes.

Benefits

• Competitive salary and performance-based incentives.
• Opportunities for professional development, including training in Zoom analytics and data visualization tools.
• Collaborative, patient-focused work culture with a global impact.

About OPOS, Inc.

OPOS, Inc. provides operational and patient outreach services for medical practices. Our mission is to deliver efficient, patient-centered support that enhances practice performance and patient satisfaction.

About Earning Curve, Limited

Earning Curve Limited supports the OPOS operations and mission by delivering solutions and services. Our people enable operational and patient outreach services and solutions for medical practices for OPOS.