Job Description

Working with a high degree of ownership and attention to detail, the Clinical Documentation Specialist reviews documentation for completeness, identifies gaps or inconsistencies, communicates documentation requirements, and helps resolve documentation barriers that may delay patient care or reimbursement.

Core Competencies

• Analytical Thinking & Problem Solving – Evaluates complex datasets, identifies trends and root causes, and develops actionable recommendations.
• Vendor Data Curiosity – Identifies data gaps and partners with vendors to define, validate, and operationalize new data fields.
• Self-Initiative – Prioritizes work, investigates issues independently, and proactively brings forward solutions without requiring detailed direction.
• Adaptability – Thrives in dynamic environments where workflows, systems, reporting requirements, and business priorities evolve rapidly.
• Quality & Accuracy – Ensures data integrity through validation, proactively identifies discrepancies, and delivers reporting leaders can trust.
• Business Partnership – Collaborates effectively across Operations, Revenue Cycle, Order Management, Patient Access, Patient Experience, Sales, Finance, IT, and external vendor partners.
• Communication & Strategic Insight – Translates complex data into clear, actionable insights through dashboards, reports, presentations, and executive-level recommendations.
• Change Leadership – Challenges existing processes, identifies opportunities for improvement, and helps drive organizational change through data-driven insights.

Essential Duties & Responsibilities

Business Intelligence & Reporting

• Develop and maintain dashboards, KPI scorecards, operational reports, and recurring reporting packages.
• Build reporting for Patient Access, Intake, Post-Ship Support, Order Management, Revenue Cycle, Patient Experience, Workers’ Compensation, Personal Injury, Sales, Finance, and Leadership.

• Monitor organizational and departmental performance against established KPIs, operational goals, service levels, and productivity expectations.

• Analyze data to identify trends, risks, opportunities, bottlenecks, and root causes; translate findings into practical recommendations.

Vendor Data Field Identification & Capture

• Identify missing or incomplete data fields needed for KPI tracking, workflow management, reporting, and business decisions.
• Partner with vendors, system owners, and stakeholders to define, request, validate, and implement new data fields.
• Document field definitions, expected values, reporting purpose, downstream operational impact, and data collection requirements.
• Create interim tracking methods when required data is not available through existing systems or vendor platforms.

Data Management & Analytics

• Write, maintain, and validate SQL queries to extract and analyze operational, vendor, and enterprise data.

• Ensure data accuracy, consistency, and reporting integrity across multiple systems.

• Support KPI standardization, metric definitions, reporting governance, and data quality improvement.

• Use Excel, SQL, Tableau, Power BI, and similar tools to extract, transform, analyze, and visualize business data.

• Leverage AI and automation tools to improve reporting efficiency, reduce manual reporting, and generate insights.

Patient Access, Intake & Contact Center Analytics

• Report on referral volume, intake productivity, call performance, conversion rates, order completion, and intake turnaround times.
• Monitor individual and team performance metrics such as service levels, speed to answer, abandonment rate, first call resolution, handle time, quality, and work queues.
• Evaluate intake workflow efficiency, referral aging, order abandonment, and process gaps affecting patient onboarding.

• Conduct root cause analysis for patient cancellations, escalations, complaint patterns, service failures, and delayed order progression.

Post-Ship Support Analytics

• Analyze post-shipment interactions, including delivery confirmation, education, troubleshooting, resupply, billing inquiries, satisfaction, and issue resolution.

• Evaluate trends related to product issues, shipping delays, returns, delivery failures, escalations, and patient complaints.

• Design dashboards for delivery success, follow-up compliance, patient engagement, utilization, and post-shipment support performance.

• Identify workflow gaps that affect timely patient follow-up, billing readiness, issue resolution, and ongoing patient support.

Process Improvement & Operational Partnership

• Partner with operational leaders to identify inefficiencies, workflow gaps, reporting needs, and improvement opportunities.
• Translate operational challenges into measurable, data-driven solutions and recommendations.
• Measure the effectiveness of operational, vendor, process, and business changes.
• Present insights through dashboards, summaries, presentations, and recommendations for technical and non-technical audiences.

Experience & Education

Required

• Bachelor’s degree in Business, Data Analytics, Finance, Statistics, Information Systems, Mathematics, Healthcare Administration, or related field, or equivalent experience.
• 3 to 5 years of experience in business intelligence, reporting, analytics, revenue operations, healthcare analytics, call center analytics, data analysis, or a related field.

• Advanced SQL and Excel skills.

• Experience developing dashboards, scorecards, data visualizations, and recurring reporting solutions.

• Strong problem-solving, analytical thinking, and data validation skills.

• Ability to manage multiple priorities, deadlines, recurring reports, and ad hoc analytical requests.
• Strong communication skills with the ability to present insights clearly to operational and leadership audiences.

• Demonstrated ability to identify missing data, define reporting requirements, and partner with stakeholders or vendors to improve data capture.

Preferred

• Healthcare, DME, revenue cycle, workers’ compensation, personal injury, patient access, intake, order management, or call center experience.

• Experience working with vendor platforms and requesting or validating new reporting fields.

• Experience supporting executive leadership teams.

• Exposure to Lean, Six Sigma, Continuous Improvement, or other process improvement methodologies.

• Knowledge of healthcare insurance processes, patient intake workflows, billing operations, post-shipment support, and DME operations.

Candidates should have experience with several of the following technologies:

• Core Technologies: SQL, Tableau, Advanced Microsoft Excel, Power BI, Microsoft Teams, SharePoint, and Microsoft Planner.
• Preferred Experience: NetSuite, ShipStation, Dialpad, NikoHealth, Emitrr, Alteryx, and other healthcare, revenue cycle, CRM, or enterprise reporting platforms.

Success in This Role

Within the first 6–12 months, this individual will:

• Improve visibility into operational performance, patient access trends, post-ship support, and revenue-enabling workflows.

• Reduce manual reporting through automation and improved data capture.

• Establish trusted KPI reporting, metric definitions, and reporting governance standards.

• Identify vendor data gaps and help implement new fields needed for reporting and operational decisions.
• Deliver recommendations that improve productivity, service quality, patient experience, and operational outcomes.

• Serve as a go-to resource for operational insights, business intelligence, vendor data questions, and reporting improvement.