Workflow & Reporting Manager

Position Summary

The Workflow & Reporting Manager serves as the operational and analytical leader of the Advocacy department. This role owns workflow performance visibility, the department’s reporting and business intelligence strategy, and the operational metrics that drive accountability across teams. The Manager sets the standards for how performance is measured, reported, and acted upon.

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 directing the reporting solutions that give leadership clear visibility into departmental performance. This role also leads, develops, and mentors the workflow and reporting team.

By combining workflow management, business intelligence, and operational leadership, this role identifies risks, uncovers trends, establishes reporting frameworks, and delivers strategic recommendations that improve efficiency, inform executive decision-making, and drive continuous operational improvement.

Workflow Operations & Governance

• Lead oversight of daily workflow activity, backlog, aging inventory, and workload distribution across teams.
• Direct workflow reviews to identify bottlenecks, resource constraints, and prioritization needs, and drive resolution with department leadership.
• Establish and manage service-level and escalation monitoring, proactively identifying and mitigating operational risks.
• Set expectations and ensure accountability for overdue tasks, stalled cases, and workflow exceptions.
• Partner with department leadership to define workflow governance standards, improve efficiency, and strengthen accountability.

Reporting, Analytics & Business Intelligence

• Serve as the department’s authority on operational reporting, workflow analytics, and performance measurement.
• Define the reporting strategy and oversee the design, development, maintenance, and enhancement of Power BI dashboards and reporting solutions.
• Own the delivery of recurring executive, management, monthly, quarterly, and ad hoc reporting packages.
• Establish KPI scorecards and performance measurement frameworks aligned to departmental goals.
• Direct analysis of workflow trends, productivity, backlog, aging inventory, and operational performance.
• Translate complex data into strategic insights and recommendations that support executive decision-making.
• Ensure data accuracy, integrity, and reporting consistency across Salesforce, QuickBase, and Power BI, and establish data governance practices.

Team Leadership & People Management

• Lead, coach, and develop workflow and reporting staff, including setting goals, providing regular feedback, and conducting performance evaluations.
• Prioritize and assign work, manage team capacity, and ensure timely delivery of reporting and workflow deliverables.
• Foster a culture of accountability, analytical rigor, and continuous learning.
• Support hiring, onboarding, training, and succession planning for the team.

Process Improvement & Operational Excellence

• Lead root-cause analysis to identify workflow breakdowns and recurring operational issues.
• Develop and champion data-driven process improvements based on performance trends.
• Manage the implementation of workflow enhancements, reporting initiatives, and operational projects from planning through completion.
• Forecast workload, capacity needs, and resource utilization, and advise leadership on staffing and resource planning.

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
• Team performance, engagement, and development

Experience & Requirements

• 7-10 years of experience in operations, workflow management, healthcare analytics, advocacy, revenue cycle operations, or a related field, including 2+ years in a supervisory or leadership capacity.
• Advanced Microsoft Excel skills including Pivot Tables, advanced formulas, and reporting.
• Proven experience developing and overseeing operational dashboards and executive reporting.
• Strong experience with Power BI, Salesforce reporting, QuickBase reporting, or similar business intelligence tools.
• Demonstrated ability to transform large datasets into strategic, actionable operational insights.
• Strong leadership, analytical, communication, and problem-solving skills.

Additional Qualifications

• Business intelligence mindset and strong analytical curiosity.
• Experience building KPI scorecards and dashboard frameworks.
• Strong understanding of workflow analytics, forecasting, and capacity planning.
• Ability to communicate technical insights to non-technical stakeholders, including senior leadership.
• Experience managing projects and influencing cross-functional partners without direct authority.
• 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

Pay Range 75000 - 120000 USD