Strategic Reporting Analyst — Healthcare Insights

Harbor Health; Austin (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Bonus eligibility

Medical, dental, vision benefits

401(k) with company match

PTO & holidays

Professional development

Job summary

Harbor Health is modernizing its contact center in Texas, seeking a Reporting Analyst to turn raw interaction data into actionable insights. You will design, maintain, and automate reports tracking KPIs, escalation trends, and self-service deflection, while partnering with leadership for data-driven decisions.

The role emphasizes advanced BI, SQL in Snowflake, and proficiency with CCaaS/ticketing systems. You’ll contribute to modernization initiatives and cross-functional projects across the

Qualifications

• 3+ years in data analysis/reporting within contact center healthcare environments preferred.
• Strong BI and data visualization skills with Power BI (and Tableau a plus).
• Hands-on SQL in Snowflake for large datasets; proficient Excel with advanced features.
• Experience extracting data from CCaaS/telephony systems and ticketing/CRM tools.
• Knowledge of ETL processes and automated report delivery; able to simplify complex data.

Responsibilities

• Design, generate, and distribute daily, weekly, and monthly performance reports for key CC metrics.
• Monitor provider/member experience metrics and historical data for WFM and staffing models.
• Conduct root-cause analyses on high-friction categories and track knowledge gaps for training.
• Measure self-service adoption and assist in defining reporting for new software platforms.
• Handle ad-hoc cross-functional data extracts and executive summaries with dashboards.

Skills

Analytical mindset

Communication

Problem solving

Data interpretation

Executive storytelling

Tools

Power BI

Tableau

Snowflake

SQL

Excel (Advanced)

Five9

Genesys

NICE CXone

Salesforce

ServiceNow

Zendesk

ETL

Job description

Harbor Health is modernizing its contact center in Texas, seeking a Reporting Analyst to turn raw interaction data into actionable insights. You will design, maintain, and automate reports tracking KPIs, escalation trends, and self-service deflection, while partnering with leadership for data-driven decisions.

The role emphasizes advanced BI, SQL in Snowflake, and proficiency with CCaaS/ticketing systems. You’ll contribute to modernization initiatives and cross-functional projects across the