Manager – Data Analysis & Reporting
Job Description
Role Purpose:
Manage the analysis of customer engagement data, identify trends and insights, oversee the data analysis with people within the department and; report key performance indicators (KPIs) related to telehealth consultations, customer engagement, and overall telemedicine experience. This role involves monitoring, analyzing, and communicating critical business metrics which will guide the management to make sound and smart decisions out of data presented.
Key Accountabilities:
1- Telehealth Consultation Monitoring;
Develop and maintain a comprehensive tracking system for Teleconsultation, such as patient volume, consultation duration, patient satisfaction, and health outcomes. Analyze trends, patterns, and anomalies in Teleconsultation data to identify areas for improvement and optimization. Analyze the demand for Teleconsultation services and forecast using historical data to meet the full year target. Perform demand planning and forecasting of Teleconsultation volume
2- Cross-Functional Support for CCM Recruitment & Retention Cross-Functional Support for CCM Recruitment & Retention;
Collaborate closely with the marketing, digital engagement, customer experience and other teams to provide data-driven insights and recommendations to support customer acquisition and retention strategies. Analyze customer journey data including App interactions, marketing campaign engagement to identify opportunities to optimize the customer experience and drive higher conversion and retention rates.
3- Ad-Hoc Analysis & Reporting;
Respond to ad-hoc data requests from executive leadership and other stakeholders, providing timely and insightful analyses. Conduct deeper dives into specific business challenges or opportunities, using advanced analytical techniques to uncover hidden patterns and trends. Translate complex data into clear, visually appealing reports and presentations that effectively communicate findings and recommendations.
4- Performance Monitoring & Reporting;
Track and analyze customer engagement team performance and inputs Report the results of the engaged customers Identify and implement strategies to improve customer engagement and satisfaction to drive more volume into the department ecosystems Monitor major KPIs of Customer Engagement department and circulate performance dashboards in a timely manner.
5- Continuous Improvement;
Actively participate in continuous improvement / Kaizen programs by implementing improvement projects related to the current function Develop loss tree of quality defects and identify vital few issues to be resolved through focused improvement initiatives with cross-functional teams Understand the major pain points of Care Connect patients experience and generate new ideas to improve the experience and drive growth Regularly review and assess the performance and effectiveness of the data analysis and reporting function, identifying areas for improvement and optimization.
6- Project Management;
Lead the successful implementation of the project effectively using a proven project management methodology Monitor & control the progress of project activities against the agreed plan on a regular basis Identify and report potential risks and mitigation actions Ensure that projects go live within agreed scope, time and budget Conduct post implementation review and evaluation to ensure optimal service delivery
Skills
High proficiency on Microsoft Power BI and Excel Excellent analytical and problem-solving skills with ability to interpret data and identify areas of improvement Effective communication & interpersonal skills to collaborate with diverse professionals within CareConnect Detail-oriented with a commitment of upholding high standards of patient care Able to work independently and as a part of a team in dynamic healthcare environment Planning and project management skills Persistence and the ability to influence others The ability to lead and motivate a team A strategic approach to work The ability to facilitate change Attention to details An understanding and appreciation of other people’s work disciplines
Education
Bachelor's degree in MIS, Engineering or related fields
Job Location Jeddah , Saudi Arabia Job Role Other Years of Experience Min: 3 Residence Location Jeddah , Saudi Arabia
