Senior Clinical Operations Analyst

IntellaTriage’s mission is to improve the lives of nurses and patients. We provide high-quality nurse triage services for hospice, home health, palliative care, physician groups, health systems, and more. Our approach has revolutionized the world of after-hours Triage. By partnering with us, healthcare providers reduce nurse burnout and improve patient experience. 

Bottom line – we want to ensure our providers’ patients are able to receive the care they need any time, any place. IntellaTriage acts as a triple threat after-hours by ensuring all stakeholders benefit. We provide our customer’s patients with the comforting and medically appropriate guidance they need during their most trying times. We help our customer’s nurses reduce their workload and improve overall job satisfaction by reducing burnout. We improve our customer’s bottom-line by reducing overall cost to deliver after-hours care. 

POSITION OVERVIEW: 

The mission of the Senior Clinical Operations Analyst is to serve as a strategic analytics partner by turning clinical and operational data into clear conclusions and actionable recommendations that help IntellaTriage deliver safe, consistent, and efficient nurse triage. Reporting directly to the VP of Business Analytics and partnering closely with Clinical Operations, Quality, Workforce Management, Customer Success, and Technology, this individual will frame business questions, evaluate performance, investigate variation, and provide evidence-based guidance as the Company continues its rapid growth. 

The ideal candidate is hands-on, curious, methodical, and equally comfortable working through detailed data questions and advising leaders on what the results mean for the business. They move beyond producing reports by asking thoughtful questions, testing assumptions, considering clinical context, and synthesizing findings into defensible conclusions and practical recommendations. They are highly proficient in Microsoft Excel and grounded in fundamental analytics and statistical methods. This is an individual contributor role based in Brentwood, TN. 

WHAT YOU'LL DO: 

As the Senior Clinical Operations Analyst, you will be a strategic thought partner to leaders across the organization, using trusted analysis to clarify performance, surface risks and opportunities, and improve how care is delivered. The role is accountable not only for producing accurate analysis, but also for interpreting results, forming conclusions, and recommending actions. Primary responsibilities include: 

• Develop and maintain recurring clinical quality and operational reports, dashboards, scorecards, and key performance indicators for leaders across the business. 

• Define, document, and standardize metric definitions, reporting logic, data sources, and calculation methods so performance is measured consistently over time. 

• Analyze call volume, response times, service levels, staffing, productivity, documentation quality, escalation patterns, clinical outcomes, and other measures of care delivery to identify trends, trade-offs, risks, and improvement opportunities. 

• Frame and test hypotheses using trend, variance, segmentation, correlation, root-cause, and other fundamental analyses to distinguish meaningful signals from normal variation. 

• Apply appropriate statistical methods, including sampling, confidence intervals, hypothesis testing, regression, and statistical process control, to assess the strength of evidence and form sound conclusions. 

• Support clinical quality audits by developing sampling approaches, maintaining scorecards, summarizing findings, and identifying patterns that require follow-up. 

• Clean, validate, reconcile, and organize data from clinical, telephony, scheduling, workforce, customer, and other operational systems to ensure reporting accuracy. 

• Serve as a strategic thought partner to Clinical Operations and Quality leaders by translating findings into practical recommendations, action plans, and measurable improvement initiatives. 

• Evaluate operational and clinical interventions, quantify impact, determine whether changes are producing the intended outcomes, and recommend course corrections when needed. 

• Build and improve Excel-based models and tools that support forecasting, capacity planning, staffing decisions, workflow design, and performance management. 

• Proactively identify emerging clinical quality, service, productivity, or data-integrity risks and opportunities, assess their business implications, and escalate or recommend action with appropriate context. 

• Prepare decision-oriented presentations and written summaries that clearly explain the business question, methods, findings, limitations, conclusions, and recommended actions to technical and non-technical audiences. 

• Maintain disciplined documentation, version control, review processes, and quality checks for recurring analyses and business-critical reporting. 

• Conduct ad hoc analyses and contribute analytical perspective to new customer implementations, process-improvement work, strategic initiatives, and other high-impact clinical operations projects. 

REQUIRED SKILLS/EXPERIENCE/EDUCATION: 

• Bachelor's degree in business, analytics, statistics, healthcare administration, public health, or a related field required; a master's degree is a plus. 

• 3 or more years of experience in healthcare analytics, clinical operations, quality improvement, business intelligence, or a closely related analytical role is strongly preferred. 

• Advanced proficiency in Excel, including but not limited to PivotTables, lookup functions, data validation, charts, structured data cleaning, and complex workbooks; Power Query experience is a plus. 

• Strong foundation in analytical methods, including descriptive analysis, trend and variance analysis, segmentation, root-cause analysis, and performance measurement. 

• Working knowledge of statistical methods, including distributions, sampling, confidence intervals, hypothesis testing, correlation, regression, and statistical process control. 

• Demonstrated ability to frame ambiguous clinical and operational questions, evaluate evidence, draw well-supported conclusions, and translate findings into practical and actionable business recommendations. 

• Experience developing dashboards, scorecards, key performance indicators, recurring reports, and executive-ready summaries. 

• Understanding of clinical quality concepts, audit methods, patient-safety considerations, documentation quality, and continuous improvement practices. 

• Ability to work with large or complex data sets, identify inconsistencies, reconcile differences across sources, and maintain a high standard of data integrity. 

• Exceptional attention to detail, organization, critical thinking, business judgment, and problem-solving skills. 

• Excellent written and verbal communication skills, including the ability to explain analytical methods, conclusions, implications, and recommendations to non-technical leaders. 

• Demonstrated ability to manage multiple priorities, meet recurring deadlines, and follow through in a fast-moving environment. 

• Ability to build credibility and work effectively across clinical, operational, technology, finance, and customer-facing teams while handling sensitive information appropriately. 

• Experience with SQL, Power BI, Tableau, or another business intelligence tool is a plus. 

• Experience in nurse triage, hospice, home health, palliative care, contact-center operations, technology-enabled healthcare services, or a high-growth company preferred; an active clinical license is a plus but not required. 

Salary for this role is based on experience. All part-time and full-time employees accumulate PTO, based on the number of hours worked (per year). All part-time and full-time employees are eligible to participate in our 401(k) plan. Full-time employees may also participate in medical, dental, vision, and/or supplemental insurances.