Support & Data Analytic Specialist

 

Position Summary

The Program Support & Data Analytics Specialist serves as a key operational and analytical resource for the Family Bridge (FB) program. This position supports program enrollment, scheduling, customer service, data management, reporting, quality improvement, and performance monitoring. Working closely with nurses, Community Health Workers (CHWs), healthcare partners, and leadership, the Specialist ensures efficient program operations while collecting, analyzing, and reporting data to improve service delivery, client outcomes, and program effectiveness.

Essential Duties and Responsibilities

Program Operations & Client Support

• Serve as the primary point of contact for families, healthcare providers, and community partners by responding to inquiries via phone, email, and online scheduling platforms in English and/or Spanish.

• Coordinate and maintain nurse and CHW schedules, ensuring timely assignment of home visits and efficient utilization of staff resources.

• Manage client intake, enrollment, and scheduling processes, including outreach to eligible families during or following hospital stays.

• Reconcile daily birth records and identify eligible families for program participation.

• Conduct outreach through telephone, virtual, and in-person engagement to recruit and enroll families into Family Bridge services.

• Reschedule appointments, address barriers to participation, and provide ongoing customer support to enrolled families.

• Maintain accurate client records, electronic medical records (EMRs), and program databases in accordance with organizational policies and confidentiality requirements.

Partnership Development & Community Engagement

• Develop and maintain collaborative relationships with birthing hospitals, pediatric practices, OB/GYN providers, community-based organizations, and referral partners.

• Represent the program at meetings, outreach events, educational presentations, and community engagement activities.

• Support referral development and troubleshoot recruitment and enrollment challenges with healthcare and community partners.

• Assist with program marketing, outreach materials, and community awareness initiatives.

Data Management & Analytics

• Collect, validate, and maintain program data from multiple sources to ensure completeness, accuracy, and compliance with reporting requirements.

• Develop and manage databases, spreadsheets, dashboards, and tracking systems to monitor program performance and outcomes.

• Analyze enrollment trends, referral patterns, service utilization, customer satisfaction metrics, and program outcomes.

• Generate routine and ad hoc reports for leadership, funders, state agencies, and community stakeholders.

• Monitor key performance indicators (KPIs) and identify opportunities for operational improvements and service enhancements.

• Conduct data quality audits and implement corrective actions to improve data integrity.

• Utilize data visualization tools to communicate findings and support decision-making.

Quality Improvement & Program Evaluation

• Conduct post-service follow-up calls and surveys to assess customer satisfaction, referral completion, and service outcomes.

• Track referrals, community resource connections, and client follow-through.

• Support continuous quality improvement initiatives through workflow analysis, process mapping, and performance measurement.

• Identify operational bottlenecks and recommend solutions to improve efficiency, service delivery, and client experience.

• Assist leadership with program evaluation activities, outcome measurement, and grant reporting.

Administrative Support

• Manage program inventory, supplies, educational materials, and resource distribution.

• Prepare meeting materials, reports, and presentations for internal and external stakeholders.

• Maintain documentation required for compliance, accreditation, and funding requirements.

• Participate in team meetings, case conferences, training sessions, and professional development activities.

Required Qualifications

• Minimum 2 years of experience in program coordination, healthcare administration, community health, public health, data management, or related experience.

• Experience working with databases, spreadsheets, and reporting systems.

• Strong organizational, communication, and customer service skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Proficiency in Microsoft Office Suite, including advanced Excel functions.

Preferred Qualifications

• Bilingual English/Spanish.

• Experience with Electronic Medical Records (EMR/EHR) systems.

• Knowledge of maternal and child health, home visiting programs, public health, or community-based services.

• Experience with grant reporting, quality improvement, or program evaluation.

Key Competencies

• Data Analysis and Reporting
• Program Coordination and Operations
• Quality Improvement
• Customer Service and Stakeholder Engagement
• Project Management
• Data Integrity and Compliance
• Critical Thinking and Problem Solving
• Communication and Presentation Skills
• Relationship Building
• Attention to Detail

Performance Indicators

• Enrollment and recruitment targets achieved.
• Timeliness and accuracy of scheduling and data entry.
• Customer satisfaction scores.
• Referral completion and follow-up rates.
• Data quality and reporting accuracy.
• Program KPI tracking and dashboard maintenance.
• Partner engagement and referral source development.
• Process improvement initiatives implemented.