• Patient Experience Analyst

    Location US-CA-Los Angeles
    Job ID
    2018-6064
  • Overview

    Under the direction of the Director, Voice of the Customer, the Patient Experience Analyst is responsible for providing supportive services to managed care contracts and staff model clinical services. The Analyst is responsible for conducting root cause analysis, researching process improvement techniques, and working with operations staff, providers, and leadership to define and enhance existing processes in order to improve patient experience. The Analyst will collect data, analyze workflow, evaluate, and report for both internal reporting purposes and external entities. The Analyst will assist the Patient Experience department with identifying patient satisfaction trends, support improvement projects and initiatives, measure, monitor and evaluate interventions as needed. The Analyst will review evidence based literature and best practices, communicate findings to Patient Experience Leadership and key stakeholders.

     

    Responsibilities

    1. Measure and track the patient experience according to customer requirements, customer touchpoints, and the mission/vision/values of the organization; assemble customer feedback data on at least a monthly basis from all relevant departments including Managed Care/Compliance 360, Communications, and customer service surveys, including CG-CAHPS and PACE rounding.
    2. Creates, analyzes, interprets, tracks and trends metrics of patient satisfaction and service recovery to support the clinical and care management of patients. Creates summary and detailed reports and presentations for leadership to support business and strategic decisions.
    3. Supports Patient Experience in service, process and quality improvement efforts in support of lines of business and programs to ensure standardization and integration between programs.
    4. Performs process improvement and workflow analysis and prepares/presents process mapping to identify areas of improvement and to implement performance improvement tools that support clinic outreach activities, address gaps in data, and improve the patient experience.
    5. Provide technical assistance, training, consultation, and facilitation to stakeholders, regarding measure specification and customer service approaches.
    6. Contributes to the evaluation of department programs and annual reports as needed.
    7. Analyzes external health industry benchmark data to determine performance in patient experience.
    8. Leads and manages data analysis projects, including use of quantitative analytics for strategic initiatives.
    9. With the assistance of Press Ganey contacts, optimize functionality of the Press Ganey portal to meet organizational analytics/reporting requirements.
    10. Maintain knowledge of industry best practices for customer support through relevant workshops and conferences, reviewing professional publications, establishing personal networks, and participating in professional societies.
    11. Maintain client confidence and protect operational activities by keeping informationconfidential.
    12. Recognize and accept responsibility for all parts of the job, and demonstrate honesty and ethical behavior as an AltaMed employee.
    13. Performs all other related duties assigned.

     

    Qualifications

    1. Bachelor’s degree is required. Master’s degree preferred.
    2. Advanced certification or licensure in health care or process improvement is desired (LVN, RN, SW, Project Management, LEAN, or Six Sigma).
    3. A minimum of three years of experience in data analysis, process improvement, patient experience or quality improvement.
    4. Experience working with customer satisfaction systems and databases
    5. Background in direct patient care—nursing, social work, customer service preferred.

     

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