Operational Insights Specialist

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

The Operational Insights Specialist supports the Command Center by monitoring operational performance, identifying opportunities to improve patient access, scheduling efficiency, and supporting enterprise performance initiatives. This role partners with operational leadership to review and monitor key performance indicators, identify operational risks, and support optimization efforts that improve patient flow, reduce patient waiting time, and increase clinical capacity utilization.

The Operational Insights Specialist works closely with the Scheduling & Operational Intelligence, Operational Excellence, and the Customer Service & Triage teams to translate operational insights into actionable operational improvements.

Monitor Command Center performance metrics and improvement of KPIs.
• Supporting data-driven operational decisions.
• Enhancing enterprise performance visibility.
• Identify trends, risks, and performance gaps through data review and monitoring.
• Prepare performance summaries and operational reports for Command Center leadership.
• Review scheduling patterns and identify opportunities to improve appointment utilization.
• Monitor scheduling duration overrides and template performance.
• Assist in identifying clinics with access constraints or capacity risk.
• Evaluate future scheduling capacity and identify potential access bottlenecks.
• Support initiatives to reduce time to new patient evaluation.
• Monitor patient leakage indicators and identify opportunities to improve scheduling conversion.
• Partner with Operational Excellence to identify workflow barriers affecting performance metrics.
• Support initiatives that improve scheduling discipline, task management, and operational throughput.
• Assist with performance improvement projects across clinic operations and centralized teams.
• Work closely with Customer Service & Triage teams to identify systemic operational issues.
• Support Command Center escalation monitoring by identifying trends across intake requests and operational issues.
• Provide data insights to support cross-functional operational problem solving.
• Assist in monitoring compliance with standardized event types and durations.

• Bachelor's degree in related field or equivalent experience
• Minimum of 3 years of experience in healthcare operations, patient access, scheduling operations, or performance improvement.
• Experience working with operational performance metrics and dashboards.
• Experience supporting scheduling optimization initiatives preferred.
• Familiarity with EMR systems such as NextGen, Epic or similar platforms preferred.
• Lean Six Sigma or process improvement experience preferred.
• Must have, or be eligible to obtain, a valid driver's license and driving record within the standards outlined within Hanger's Motor Vehicle Safety Policy and Procedures.

• Ability to interpret operational data and translate insights into actionable improvements.
• Ability to transform complex data into clear, compelling visualizations and narratives that inform stakeholders.
• Ability to clearly communicate operational insights and recommendations.
• Understanding of how scheduling, workflows, and processes impact patient access and clinical productivity.
• Ability to work effectively across multiple operational teams including clinic leadership, patient access, and revenue cycle.
• Ability to identify operational bottlenecks and recommend solutions that improve performance.
• Statistical and predictive modeling.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal with the ability to present findings.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Flexibility to work non-standard hours, including nights, weekends, and holidays, when necessary.
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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