Workflow & Reporting Senior Associate

Position Summary

The Workflow & Reporting Senior Associate serves as the operational and analytical backbone of the Advocacy department. This role is responsible for maintaining visibility into workflow performance, developing actionable reporting and dashboards, monitoring key operational metrics, and driving accountability through data-driven insights.
Working closely with Team Leads, Managers, and department leadership, the Workflow & Reporting Manager oversees workflow health, backlog management, service-level performance, and escalated case activity while building and maintaining reporting solutions that provide clear visibility into departmental performance.
By combining workflow management, business intelligence, and operational oversight, this role identifies risks, uncovers trends, develops reporting frameworks, and provides actionable recommendations that improve efficiency, support decision-making, and drive continuous operational improvement.

Workflow Operations & Governance

• Monitor daily workflow activity, backlog, aging inventory, and workload distribution across teams.

• Conduct workflow reviews to identify bottlenecks, resource constraints, and prioritization needs.

• Monitor service levels and escalation activity while identifying operational risks.

• Follow up on overdue tasks, stalled cases, and workflow exceptions.

• Partner with leadership to improve workflow efficiency and accountability.

Reporting, Analytics & Business Intelligence

• Serve as the department's primary resource for operational reporting, workflow analytics, and performance measurement.

• Design, build, maintain, and enhance Power BI dashboards and reporting solutions.

• Develop recurring executive, management, monthly, quarterly, and ad hoc reporting packages.

• Create KPI scorecards and performance measurement frameworks.

• Analyze workflow trends, productivity, backlog, aging inventory, and operational performance.

• Provide granular reporting and actionable insights that support strategic decision-making.

• Validate data accuracy and reporting consistency across Salesforce, QuickBase, and Power BI.

Process Improvement & Operational Excellence

• Conduct root-cause analysis to identify workflow breakdowns and recurring operational issues.

• Recommend process improvements based on data analysis and performance trends.

• Support implementation of workflow enhancements, reporting initiatives, and operational projects.

• Help forecast workload, capacity needs, and resource utilization.

Key Performance Indicators (KPIs)

• Workflow throughput and completion rates

• Backlog and aging inventory management

• SLA adherence

• Escalated case resolution effectiveness

• Reporting accuracy and timeliness

• Dashboard adoption and reporting utilization

• Workflow compliance and accountability

• Operational efficiency improvements

Experience & Requirements

• 4-6 years of experience in operations, workflow management, healthcare analytics, advocacy, revenue cycle operations, or a related field.

• Advanced Microsoft Excel skills including Pivot Tables, formulas, and reporting.

• Experience developing operational dashboards and executive reporting.

• Strong experience with Power BI, Salesforce reporting, QuickBase reporting, or similar business intelligence tools.

• Ability to transform large datasets into actionable operational insights.

• Strong analytical, communication, and problem-solving skills.

Additional Qualifications

• Business intelligence mindset and strong analytical curiosity.

• Experience developing KPI scorecards and dashboard frameworks.

• Understanding of workflow analytics, forecasting, and capacity planning.

• Ability to communicate technical insights to non-technical stakeholders.

• Strong ownership, attention to detail, and commitment to operational excellence.

Tools & Systems

Business Intelligence & Reporting: Power BI, Salesforce Reporting, QuickBase Reporting

Productivity & Analysis: Microsoft Excel (Advanced), Word, Outlook

Communication: Microsoft Teams, Email, Phone