Overview
This full-time position is for a Financial Operations Analyst supporting the Chief Operating Officer (COO) by analyzing operational performance across customer-facing and internal service functions. The role focuses on providing actionable insights, identifying operational risks, improving service efficiency, supporting strategic planning, and enabling data-driven decisions related to staffing, customer support quality, implementation effectiveness, and operational scalability.
Responsibilities
- Translate operational data into executive decisions and identify emerging risks
- Improve resource utilization and support scalability
- Enhance customer satisfaction and identify operational bottlenecks to strengthen workforce productivity
- Analyze software support metrics including ticket volumes, aging, SLA compliance, escalation trends, response times, mean time to resolution, backlog trends, and support productivity
- Analyze customer support and client experience metrics such as customer satisfaction trends, Net Promoter Score (NPS), complaint patterns, customer retention indicators, support experience scoring, and identification of at-risk hospitals
- Analyze software installation and implementation metrics including timelines, budget adherence, go-live success rates, project delays, resource utilization, and post-go-live stabilization
- Provide the COO with operational intelligence through:
- Enterprise operational dashboards
- Capacity planning models
- Financial-operational integration analysis
- Workforce forecasting
- Operational risk identification
- Scenario modeling for growth and staffing
- Strategic resource allocation analysis
Requirements
- Bachelor’s degree in Business Analytics, Information Systems, Finance, Operations Management, or Data Sciences
- MBA or MHA preferred
- 7–10 years of operational analytics experience
- Strong preference for candidates with healthcare IT or SaaS operations experience
- Experience supporting executive leadership and enterprise operations
- Proficiency in advanced Excel, SQL, Power BI, Tableau, and NetSuite
- Skills in data visualization, forecasting, and KPI dashboard development
- Understanding of CRM, ERP, ticketing, and timekeeping systems
- Knowledge of healthcare operations and HIPAA requirements
- Completion of a 50–60-minute competency assessment prior to team interview
Physical Requirements and Work Environment
- Frequent interpersonal communication, teamwork, creativity, mentoring, presentations, and teaching
- Occasional independent decision making and judgment
- Ability to read, speak, write, and understand English
- Regularly required to sit for long periods, stand, walk, use hands and arms
- Work performed remotely in a home office environment with camera use required for virtual meetings
- Routine use of standard office equipment such as computers and mobile devices
- Travel required to support business needs for go-live installations or training, potentially by air, vehicle, or train
Work Location and Travel
- 100% remote work with no physical corporate office
- Nationwide travel up to 20% may be required for on-site software installations and support
- Ability to work independently from a distraction-free home office with high-speed internet
Compensation and Benefits
- Salary range: $85,697 - $137,116, based on skills, certifications, education, experience, and market data
- Comprehensive benefits package offered
Additional Requirements
- COVID-19 vaccination required for all employees, with medical or religious exemptions considered
Equal Opportunity
The employer is an equal opportunity and affirmative action employer committed to diversity and inclusion. Employment decisions are based on merit, performance, and business needs without discrimination based on race, ethnicity, sex, gender identity, sexual orientation, religion, marital status, age, disability, veteran status, or other protected characteristics.