Patient Experience Analyst

GENERAL SUMMARY

The Patient Experience Analyst supports all aspects of the patient satisfaction measurement process to include patient experience process management, data analytics, data aggregation, as well as population of reports, graphics and presentations.  Responsible for assisting in drafting internal communications to senior leadership while providing in-depth, proactive discussion and direction to managers and staff based on meaningful data dissecting and visualizations. Reports to the Director, Patient Experience & Culturally Effective Care.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitors and maintains all patient experience survey tools to ensure maximum effectiveness, including methodology, survey setup, sampling, response rate, workflows, reporting, etc.  
• Oversees patient experience data collection as well as dissects and aggregates data across multiple feedback platforms.
• Analyzes, interprets and presents patient experience data to identify trends, successes, and opportunities for improvement and suggests solutions to internal stakeholders.
• Creates, maintains and distributes automated and standardized patient experience reports across the health system to maximize awareness for internal stakeholders.  Creates custom on-demand reports as needed. 
• Aids in patient experience quality improvement efforts with clinical and non-clinical leaders as needed.
• Trains and coaches internal stakeholders on accessing and using patient experience data to further understand data in an effort to support action planning for improvement.
• Troubleshoots problems and questions regarding patient experience data and systems.
• Articulates and drafts communications relevant to patient experience via reports, graphics and presentations.
• Performs other duties as assigned.

LICENSES AND/OR CERTIFICATIONS

None Required.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

• Bachelor’s degree in statistics, analytics or a related field required. 
• 3+ years of experience in data analysis, data mining, and data management across multiple platforms in the healthcare field required.
• Database and report maintenance across multiple platforms required. 
• Familiarity with quality improvement and research projects preferred.
• Familiar with legal requirements and operational policies related to patient and family privacy practices.
• Must be self-directed with excellent problem-solving and critical thinking skills. 
• Strong proficiency and technical aptitude in data visualization software and MS Office products, including Excel, PowerPoint, Outlook and Word.
• Strong organizational skills with strong attention to detail and a commitment to data accuracy.
• Excellent time management skills with the ability to prioritize multiple and competing tasks, ability to shift priorities and able to work independently in a fast paced, fluid environment.
• Must possess strong verbal, written, and interpersonal skills as well as, the ability to interact with and build relationships with diverse individuals.

WORKING CONDITIONS

Normal office environment with little exposure to excessive noise, dust, temperature and the like.

PHYSICAL REQUIREMENTS

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