Patient Contact Center Business Analyst

2 days ago


Chennai, Tamil Nadu, India Earning Curve LLP Full time ₹ 1,04,000 - ₹ 1,30,878 per year

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.



  • Chennai, Tamil Nadu, India Sensiple Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role & responsibilitiesExperience: 2 - 6 yearsRole Overview:We are looking for experienced and driven Business Development Executives to help accelerate our growth in the US / UK markets/APAC.This role is ideal for professionals with a strong background in selling AI-powered contact center or CX solutions and a passion for engaging with enterprise clients....


  • Chennai, Tamil Nadu, India Policybazaar Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role & responsibilitiesKey Skill Set- B2C sales, tele sales, inside sales, outbound salesDesignation- Contact Center ManagerTeam Size- 100 +Major Job responsibilitiesTele sales Management: Oversee day-to-day operations, ensuring the team meets B2C sales targets while maintaining a high level of customer service.Customer Relationship Management: Build and...

  • Business Analyst

    2 days ago


    Chennai, Tamil Nadu, India Techno Facts Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role Senior Healthcare Business Analyst (46 years)We are seeking a Senior Business Analyst with deep expertise in healthcare systems, analytics, and digital platforms. You'll work closely with stakeholders, analytics teams, and delivery squads to design solutions that address complex healthcare business needs while shaping the next wave of AI-powered...


  • Chennai, Tamil Nadu, India, Tamil Nadu Tata Consultancy Services Full time

    TCS Hiring for Cloud Contact Center Architect_PAN IndiaExperience: 8 to 14 Years OnlyJob Location: PAN IndiaTCS Hiring for Cloud Contact Center Architect_PAN IndiaRequired Technical Skill Set:Cloud Contact Center Architect:Nice CX one implementation expert:Experience & Skill Requirements:- 10 - 12 + years of experience in Contact Center technology - Solution...

  • Business Analyst

    6 days ago


    Chennai, Tamil Nadu, India Adhiran Infotech Full time ₹ 4,52,000 - ₹ 7,45,56,961 per year

    A Business Analyst (Healthcare Domain) plays a crucial role in bridging the gap between healthcare business needs and technical solutions. Their primary responsibilities include analyzing healthcare operations, identifying business needs, and collaborating with stakeholders to implement effective solutions that enhance patient care, regulatory compliance,...


  • Chennai, Tamil Nadu, India Drhi Memorial Hospital Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Specifications:Bachelors degree in Healthcare Administration, Business Administration, Nursing, or related field (Master's degree preferred).Proven experience in patient relations, customer service management, or healthcare administration.Strong interpersonal and communication skills, with the ability to interact effectively with diverse groups,...

  • Patient Coordinator

    1 week ago


    Chennai, Tamil Nadu, India Imperial Dental Group Full time ₹ 4,80,000 - ₹ 6,00,000 per year

    Job Title: Patient Coordinator (UK Time Zone – Dental Company)Company: Imperial Dental GroupLocation: Chennai, India (Work from Office)Job Type: Full-timeIndustry: Dental / HealthcareSalary: ₹40,000 – ₹50,000 per month (based on experience)⸻About UsImperial Dental Group is a UK-based dental company with a growing network of clinics across the UK....

  • Call Quality Analyst

    9 hours ago


    Chennai, Tamil Nadu, India Sutherland Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    We are seeking a Call Quality Analyst with 3+ years experience in contact center QA. You will evaluate calls, monitor performance metrics and provide insights for enhancing customer experiences.Responsibilities:Conduct QA audits on customer interactions.Measure silence, interruptions, and sentiment.Track key QA metrics (CSAT proxy, transfer rate).Provide...

  • Patient Counselor

    6 days ago


    Chennai, Tamil Nadu, India Dr. Aravind's IVF Fertility & Pregnancy Centre Full time ₹ 1,80,000 - ₹ 2,40,000 per year

    We are pleased to announce that Dr. Aravind's IVF Fertility & Pregnancy Centre is currently seeking a highly motivated and experiences Female IVF Counsellor to join our dynamic team.Collaborating with other mental health professionals to develop effective treatment plans for clients.Ensure compliance with healthcare regulations and standards.Educate patients...


  • Chennai, Tamil Nadu, India iOPEX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Brief :Should have over 3 years of WFM experience in a Contact Center Environmentas an Intraday Analyst or at least 1 year of experience in supervisory position ina WFM team. This is a client facing role which requires the candidate tofrequently interact with US based clients and present WFM related site-levelperformance. The position requires 100%...