Sr. Consumer Experience Analyst bei Memorial Hermann

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position is responsible for conducting complex analysis and interpretation of data to ensure optimal system effectiveness for consumer experience KPIs. The incumbent will be responsible for the management of data and the preparation of reports that may be presented at hospital, service line, system, and board levels in the organization. The position requires advanced analytical skills and experience managing high complex projects and implementations. This position requires in-depth understanding of consumer experience measurements and data analyses. Typically reports to Manager of Consumer Experience Analytics.

Job Description

Location: Medical Plaza North

Address: 920 Frostwood, Houston, TX 77024

Shift: Monday through Friday 8 hours Flex hours (Primarily remote. Occasional onsite meetings)

You must reside in the Greater Houston area

Desired Skill Set:

• Strong background in data science and analytics

• Experience with project management

• Skilled in data extraction, analysis, and visualization

• Proficiency in Epic Analytics and programming language, such as, R, Python, and Sigma

• Experience managing and maintaining dashboards and reports

• Understanding of data engineering and ETL processes

• Proven ability to translate data into actionable insights that improve consumer experience

• Excellent communication, presentation and collaboration skills

• Strong time management with ability to triage and prioritize multiple requests

• Able to work across multiple campuses and partner effectively with leaders

MINIMUM QUALIFICATIONS

Education:  Bachelor’s degree required in Healthcare Administration, Business Administration, Health Science, Math, Statistics, Business Intelligence, Marketing or Engineering; Master’s in Business or Health Management preferred

Licenses/Certifications:  None

Experience / Knowledge / Skills:

• Minimum three (3) to five (5) years of experience in healthcare, administration, data analytics, survey methodologies, consumer experience programs, and/or voice of the customer data preferably in healthcare with emphasis on data analytics/interpretation.

• Project management experience strongly desired

• Ability to provide complex analytical interpretation on data analyses trends, summaries and key measures

• Demonstrated pattern of growth in ability to lead others.

• Ability to self direct work and prioritize based on meeting necessary timelines.

• Experience with third party consumer experience surveying platforms is a plus.

• Experience designing, developing, and innovating data visualization dashboards.

• Experience/familiarity with CAHPS, Vizient, and Value-Based Purchasing is a plus.

• Familiarity with CMS and interpretation of written government reporting regulations is a plus.

• Excellent oral and written communication skills.

• Excellent analytical, research, technical and problem-solving skills.

• Planning and organizational skills with the ability to handle multiple tasks and/or projects at one time.

• Demonstrates compassion, courage, credibility and commitment to community.

PRINCIPAL ACCOUNTABILITIES

• Performs complex analysis and interpretation of consumer feedback data.

• Provide guidance to leadership on areas of opportunity and identify key drivers that will provide a targeted focus on consumer experience improvement efforts.

• Assist in the development of and implementation of process improvement strategies.

• Develops trend analysis reports that monitor key performance indicators and compares them to internal and external benchmarks. Incumbent uses this data to assist leadership in decision-making, planning and implementing performance improvement strategies.

• Ensures data integrity/accuracy and consistent reporting for the system.

• Partners and collaborates closely with vendor, data teams, ISD teams, CEMs and field leaders regularly to drive satisfaction of consumers and patients/families.

• Assists in leading medium or large projects, under the supervision of the Manager.

• Assumes responsibility for the success of assigned projects or portions of projects.

• Maintains familiarity with CMS and government reporting regulations to ensure there is system compliance with governing bodies.

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Other duties as assigned.

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