Affordable Care

Performance Analyst

Job ID
Information Technology


Analyst / Performance Analytics


Location:                     Raleigh, NC


Job Description


Reporting to the Director of Enterprise Analytics, this contributor will build performance metrics from the ground up, using SQL code to create datasets from which reporting, insights and recommendations are derived.  The individual’s analytical ability, creativity, forward thinking and knowledge of help shape operational strategies to maximize practice revenues and promote maximum optimization of our workforce.


Responsibilities include (but are not limited to):

  • Support of the Call Center in the development of processes and metrics to track ongoing call center performance and contribution. Includes call handling metrics and full business-partner support of call center leadership in pursuit of profitable “Patient Experience” initiatives.
  • Design/Development/Automation of standard business reports , including various filter functionalities (by skill, tenure, team, agent, manager, etc.) and ability to export results for further presentation
  • Timely and accurate analysis of reporting to provide performance trending/opportunities related to overall center results and associate activities, including KPI measurements (Quality, CPH, average call length, after call work, etc.) on a daily, weekly, monthly, Quarterly, YTD and ad hoc basis.
  • Assist the Director in measurement of Marketing Channel Performance across the retail footprint. Track special campaigns and pilots for trends and insights, root cause determination or opportunities for adjustment.
  • Assist with projects as needed which may involve SEO/SEM tactical analysis, Competitive assessment, Pricing, etc..


Job Qualification: 


  • Bachelor’s degree in Economics, Statistics, Finance, Business or related quantitative field.
  • 2 to 5 years’ experience deriving performance metrics, ROIs, conversions, etc...
  • 2+ years applied SQL or SAS experience (required). Coding ability needed to develop datasets, integrate various decentralized tables, and to summarize for performance metrics and insights.  Strong Excel usage &knowledge needed.  Exposure to Dashboard development desired.
  • Retail, Airline, Hotel, Insurance, or CPG experience desired, but will consider other analytical or performance metric candidates.
  • Strong project management, problem resolution, communication, and presentation skills.
  • Self-starter with strong sense of ownership and ability to work autonomously.
  • Ability to function independently in a multi-task environment, and as well as part of a team.
  • Excellent problem solving and conceptual thinking abilities.
  • Candidate should be comfortable developing reporting and analytics with no existing roadmap.


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