Job Title: Innovation & Systems Analyst

Department: Administration

Reports To: Chief Experience Officer (CXO)

FLSA Status: Non-Exempt

Wage Range that the Company Expects to Pay: $32.00 per hour

SUMMARY:

Under the direct supervision of the Chief Experience Officer, the Innovation & Systems Analyst is responsible for supporting systems design, operational improvement, and implementation of data-driven innovations across the organization. This role will play a vital part in deploying next-generation tools such as AI-driven solutions and industrial engineering practices to optimize workflows and improve both patient and staff experience. This role supports the Executive Office and collaborates cross-functionally with operational departments, including the Navigation Center, to help carry out company strategic goals. The focus is on systems thinking, analytics, and technology integration.

It is the primary purpose of CHCCC to provide the highest quality of total care possible to the patient population it serves. Such a level of quality depends ultimately on the staff's desire and ability to work together, individually, and as a team. The employee is expected to be professional, punctual, maintain regular attendance, cooperative, motivated, and organized at all times.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Additional duties may be assigned with or without prior notice.

Assists in identifying, testing, and implementing system-level improvements across patient access, communication, and navigation workflows.

Supports the integration of AI tools, automation platforms, and industrial engineering principles to streamline operations.

Collaborates with department leads to identify inefficiencies and co-design scalable solutions.

Analyzes operational, access, and patient experience data to uncover trends, gaps, and opportunities for improvement.

Builds dashboards, visuals, and metrics reports to support executive decision-making.

Translates findings into clear, actionable recommendations that support CHC’s strategic goals.

Applies Lean, A3, or other process improvement methods to strengthen CHC workflows.

Participates in problem-solving efforts, root cause analysis, and solution deployment alongside operational leaders.

Assists in documenting workflows, SOPs, and user guides for new systems and processes.

Supports the implementation and refinement of AI-powered virtual agents and automation in the Navigation Center.

Assists in the development of tools to improve referral management, scheduling, or call triage.

Collaborates on internal dashboards to monitor performance and system-level KPIs.

Evaluates new tools and pilot programs and helps assess ROI and adoption.

Attends meetings and trainings as required by the supervisor.

Demonstrates adherence to and observes all safety policies and procedures, inclusive of infection control rules and regulations.

Demonstrates knowledge of domestic violence, child and dependent abuse protocols.

Demonstrates cultural sensitivity and competence with patients.

Maintains and adheres to HIPAA, employee confidentiality, and privileged communications (patient, employee, and corporation).

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor’s degree from four-year college or university is preferred. Experience with data analysis, systems design, or process improvement is highly preferred. Familiarity with Lean, A3, or other structured problem-solving frameworks.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to respond effectively to the most sensitive inquires or complaints. Ability to write routine reports and correspondence. Ability to speak effectively before groups of patients or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply sound judgment in understanding to carry out instructions in written or oral form. Ability to make appropriate job decisions following standard office policies and past precedents.

COMPUTER SKILLS

Experience with word processing, spreadsheets, email, and keyboarding required. Microsoft Office skills required. Proficiency in Python, SQL, Excel, or data visualization tools.

CERTIFICATES, LICENSES, REGISTRATIONS

None.

OTHER REQUIREMENTS

Required to pass a criminal history background check and drug screen upon hire. Annual health examination; annual Tuberculosis skin test clearance or chest x-ray; proof of immunity to MMR, Varicella, and Hepatitis B; proof of Tdap vaccine; during current flu season, must provide proof of influenza vaccine or a signed declination form. If declined, a flu mask is mandatory during flu season. Health screening requirements are subject to change based on CDC recommendations and federal, state, and/or local public health ordinances.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position primarily involves sedentary work performed in an office setting. The role requires prolonged periods of sitting at a desk and working on a computer. Occasional standing, walking, and light lifting (up to 10 pounds) may be necessary. The employee must have the ability to focus on detailed work, use standard office equipment, and communicate effectively in a typical office environment.

WORK ENVIRONMENT

The work environment described here reflects the conditions an employee may encounter while performing the essential functions of the job. Reasonable accommodations may be made for individuals with disabilities. This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and printers. The role involves working independently and as part of a team in a fast-paced, deadline-driven setting. Occasional interruptions and shifting priorities may occur. This position is on-site.

Must be willing to have a flexible work schedule that may include evenings/weekends, and travel as needed.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.