Manager, Healthcare

Position Summary:

Position Summary

The Patient Experience Analyst plays a vital role in enhancing the system's health care journey by transforming patient feedback into actionable insights. This role is responsible for managing the organization's patient surveys and survey processes, ensuring data accuracy and integrity, and collaborating with clinical and operational leaders to drive measurable improvements. The Analyst supports organizational goals by identifying trends, monitoring key metrics, and helping implement strategies that improve the patient experience in alignment with medical center priorities.

Key Responsibilities

Patient Survey Management:

Manage patient experience survey processes, ensuring data accuracy, and maintaining survey tools.

* Design, implement, and manage patient experience surveys to gather credible, patient-centered data.

* Ensure survey methodology, content, data mapping, and processes comply with internal standards and external regulations (e.g., CMS, HCAHPS, OAS CAHPS).

* Collaborate with IT and department leadership to ensure proper data extraction, segmentation, and accuracy across systems.

* .

* Ensure accurate physician and location data across all clinics and settings.

* Maintain high data quality standards, including low margins of error and strong survey response rates.

* Develop a good working relationship with UTMC's survey partner to create innovative practices and breakthroughs.

Data Analysis & Performance Improvement:

Analyze patient experience data from various sources to identify opportunities for improvement.

* Investigate trends, patterns and anomalies in the data to discover new insight.

* Collaborate with clinical teams to propose and refine interventions.

* Track progress and evaluate outcomes.

Reporting:

Develop reports and presentations that provide clarity of patient experience performance and opportunities.

* Be a superuser of survey results platform, thoroughly understanding the organization of data and how to gauge strengths and weaknesses.

* Be a superuser of Premier's data repository to investigate meaningful intelligence and opportunities for improvement.

* Be familiar with the CMS database to learn national and regional performance trends

* Create dashboards, scorecards, and visualizations that communicate trends and insights to leaders and frontline clinicians and staff.

* Monitor patient experience scores, identify trends, and track the effectiveness of implemented strategies.

* Develop compelling presentations to a variety of audiences/stakeholders to communicate relevant information.

* Present findings to stakeholders at all levels to support data-informed decision-making.

Training & Communication:

Educate team members on patient experience survey tools, performance improvement, best practices and support the implementation of new initiatives

* Develop and deliver training for team members on survey tools, data interpretation, using dashboards and best practices.

* Provide ongoing support to departments for the use of patient experience data to inform improvements.

* Deliver presentations to leadership, committees, and departments, tailoring messaging and visual content to the audience's level of comprehension.

* Create and present talking points, briefing materials, summaries, and presentation decks to help leaders communicate progress on patient experience goals across the organization.

* Collaborate with executive leadership to prepare materials for board meetings, town halls, and quarterly operational reviews related to patient experience performance and initiatives.

Additional Duties:

May perform other department-specific responsibilities as assigned.

Position

Qualification:

Analytical

Skills:

Ability to analyze data, identify trends, and draw meaningful conclusions.

Interpersonal

Skills:

Ability to build rapport and collaborate with various stakeholders.

Knowledge of Patient Experience Best Practices:
Understanding of patient experience principles and methodologies.

Communication

Skills:

Ability to effectively communicate findings and recommendations to diverse audiences.

Education:

* Bachelor's degree.

* Master's degree preferred.

Experience:

* Minimum 2-3 years in health care data analytics, performance improvement, or patient experience role.

* Experience with HCAHPS and OAS CAHPS surveys, and health care databases strongly preferred.

Skills:

* Proficiency in Excel, Tableau, or similar data visualization tools.

* Strong analytical, critical thinking, and problem-solving skills.

* Excellent written and verbal communication skills.

* Ability to manage multiple priorities and meet deadlines.

* Collaborative mindset with a patient experience orientation.