Business Intelligence Analyst - Customer Reporting & Healthcare Analytics

About Guideway Care * Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™ Job Summary: Guideway Care is the Patient Activation Company™, partnering with healthcare organizations to improve patient access, care coordination, and operational performance through technology, analytics, and evidence-based patient engagement. We are seeking a Business Intelligence Analyst to develop meaningful, accurate, and actionable reporting for our healthcare customers. This role will transform contact-center and patient-engagement data into clear insights, use AI to analyze call transcripts, and ensure that customer-facing metrics are reliable, consistent, and well documented. Essential Functions: Develop customer-facing reports, scorecards, and dashboards that communicate operational performance, patient engagement, service quality, outcomes, and opportunities for improvement. Translate complex data into clear findings and recommendations for customer and executive audiences. Use AI and natural-language-processing tools to analyze call transcripts and identify call reasons, patient needs, sentiment, barriers to care, resolution status, and recurring themes. Validate AI-generated classifications and insights for accuracy, consistency, bias, and operational usefulness. Define and maintain standardized metrics, business rules, data dictionaries, and calculation methodologies. Validate data across contact-center platforms, internal systems, and customer data sources; investigate discrepancies, duplicates, missing data, and inconsistent definitions. Build scalable reporting processes and quality controls that reduce manual work and improve reporting reliability. Help develop staffing models that forecast hiring and assignment base