PATIENT EXPERIENCE ANALYST INTERM
Apply NowCompany: Sparrow Health Systems
Location: Lansing, MI 48911
Description:
Job ID: 45871
Positions Location: Lansing, MI Job Description General Purpose of Job: As part Description:
Positions Location: Lansing, MI
Job Description
General Purpose of Job:
As part of the Office of Patient Experience (OPE), this position leads the organization's efforts to measure patient experience and employee and physician engagement.
Essential Duties:
This job description is intended to cover the minimum essential duties assigned on a regular basis. Caregivers may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.
Job Requirements
General Requirements
Required Responsibilities of the Caregiver: Designs and develops survey programs to ensure patient and employee engagement data is collected, within technical, legal, and established budget constraints either independently or with the support of a vendor. Manages team members in the Surveys Group, taking responsibility for the hiring and development of all team members. Communicates the results of survey programs to the larger organization and gives analytic insights to facilitate understanding and help drive change. Utilizes analytics and business intelligence tools to produce data products for all areas of the organization. Establishes and maintains data exchange and transfer functions between UMH-Sparrow and vendors to support surveying efforts and downstream analytics. Provides support and guidance to team members to ensure task completion and high-quality product delivery in areas involving surveying and voice of the customer measurement. Guides and orients new and/or junior staff involved in surveying efforts. Works with other resources in OPE to develop reporting and data delivery tools used by the larger organization. Produces plans, updates, and other documentation to outline progress and successes in survey work. Tracks major internal changes and initiatives that may affect patient or employee engagement efforts and helps to assess the impact of such changes. Understands and tracks healthcare regulatory changes impacting organizational requirements surrounding patient engagement measurement. Ensures that all necessary programs and measurement work comply with regulatory requirements. Follows all appropriate security and compliance guidelines to safeguard data assets and protected health information (PHI). Responsible for collecting patient reported outcomes. Builds relationships with various constituents both clinical and technical to ensure survey project success (e.g., HR, PFAC, MiChart staff, and unit and department clinical leaders). Listens, observes, and identifies opportunities for improvement in voice of the customer measurement and survey data collection. Works with purchasing and other stakeholders to evaluate and maintain vendor contracts, updating and renewing contracts as needed for program development. Assists to design or create training and other communication tools related to assigned activities and department needs. Represents University of Michigan Health-Sparrow in industry and other settings. Acts as subject matter expert in survey data analytics. Other duties as assigned. Demonstrates knowledge and maintains and respects patient right to privacy by following the HIPAA Privacy and Security policies and procedures. Adheres to ICARE values and standards of behavior (Innovation, Compassion, Accountability, Respect, Excellence). Role model behaviors that value the diversity of our caregivers, patients and customers and supports creating an environment that is inclusive, welcoming and respectful. Communicates with patients, families and customers using AIDET (Acknowledge, Introduce, Duration, Explanation, Thank). Works in a safe manner and promptly reports any hazards identified in the work environment or related to assigned responsibilities. Adheres to policies and procedures designed to avoid, prevent, and reduce the spread of communicable diseases.
Work Experience
Experience: Minimum 3 years of experience in managing healthcare projects.
Education
Education: Bachelor Degree in Business Administration, Health Care Administration, IT, or Related Field. License / Certification: Valid Driver's License
Specialized Knowledge and Skills
Skills & Abilities: Excellent collaboration, interpersonal, meeting facilitation, presentation, written, listening, and verbal communication skills. Report production and business intelligence tool experience. Strong understanding of survey research methodology. Familiarity with basic data storage and analysis techniques. Strong customer service skills. Excellent analytical and problem-solving ability. Proficient in Microsoft Word, Excel, PowerPoint, Google Suite, and Dropbox Excellent organizational skills and attention to detail. Flexibility to adapt to a changing environment. Demonstrates ability to use a keyboard as may be required to perform the essential duties of the job. Knowledge, Skills and Experience Preferred: Graduate Degree in business, technical or healthcare related field Experience working with healthcare surveying projects and teams Experience with patient experience programs Experience with reporting tools (e.g., Excel, Tableau, MS Access) Understanding of healthcare programs such as Value Based Purchasing, CAHPS, PCMH, Magnet Experience with Process Improvement methods such as PDCA, Lean, etc.
University of Michigan Health-Sparrow is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
#LI-MR1
Job Family
Management/Professional Requirements:
Positions Location: Lansing, MI Job Description General Purpose of Job: As part Description:
Positions Location: Lansing, MI
Job Description
General Purpose of Job:
As part of the Office of Patient Experience (OPE), this position leads the organization's efforts to measure patient experience and employee and physician engagement.
Essential Duties:
This job description is intended to cover the minimum essential duties assigned on a regular basis. Caregivers may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.
- Establish and maintain survey programs to collect patient, employee, faculty, and referring physician engagement data in support of organizational goals and to meet regulatory requirements.
- Convert voice of the customer data into actionable knowledge and business intelligence insights driving understanding and performance improvement throughout the organization.
- Establish and maintain survey programs to collect feedback from patients about their satisfaction with the healthcare experience and to identify opportunities for improvement across many dimensions of service and care.
- Support areas throughout the organization in their efforts to measure and understand the patient experience and help them identify opportunities to improve performance.
- The analyst will guide teams in the use of survey analytics and business intelligence reporting to distribute results and identify opportunities for improvement across many dimensions of service and engagement.
- This role will support areas throughout the clinical enterprise with their unique measurement challenges and help those areas understand their patient and employee experience.
- This role will work frequently with key stakeholders including physicians, nursing staff, administrators, OPE project managers, and other health system departments in this effort. Working within the larger OPE team, this role will help create the technical and analytic infrastructure to store, analyze, and distribute survey data both independently and in conjunction with other quality of care indicators throughout the health system and in conjunction with Michigan Medicine.
- The analyst will maintain collaborative team focused relationships with support, clinical, and administrative staff within the health system and external agencies as appropriate.
- This position is directly responsible and reports to the Director of the Office of Patient Experience.
Job Requirements
General Requirements
Required Responsibilities of the Caregiver: Designs and develops survey programs to ensure patient and employee engagement data is collected, within technical, legal, and established budget constraints either independently or with the support of a vendor. Manages team members in the Surveys Group, taking responsibility for the hiring and development of all team members. Communicates the results of survey programs to the larger organization and gives analytic insights to facilitate understanding and help drive change. Utilizes analytics and business intelligence tools to produce data products for all areas of the organization. Establishes and maintains data exchange and transfer functions between UMH-Sparrow and vendors to support surveying efforts and downstream analytics. Provides support and guidance to team members to ensure task completion and high-quality product delivery in areas involving surveying and voice of the customer measurement. Guides and orients new and/or junior staff involved in surveying efforts. Works with other resources in OPE to develop reporting and data delivery tools used by the larger organization. Produces plans, updates, and other documentation to outline progress and successes in survey work. Tracks major internal changes and initiatives that may affect patient or employee engagement efforts and helps to assess the impact of such changes. Understands and tracks healthcare regulatory changes impacting organizational requirements surrounding patient engagement measurement. Ensures that all necessary programs and measurement work comply with regulatory requirements. Follows all appropriate security and compliance guidelines to safeguard data assets and protected health information (PHI). Responsible for collecting patient reported outcomes. Builds relationships with various constituents both clinical and technical to ensure survey project success (e.g., HR, PFAC, MiChart staff, and unit and department clinical leaders). Listens, observes, and identifies opportunities for improvement in voice of the customer measurement and survey data collection. Works with purchasing and other stakeholders to evaluate and maintain vendor contracts, updating and renewing contracts as needed for program development. Assists to design or create training and other communication tools related to assigned activities and department needs. Represents University of Michigan Health-Sparrow in industry and other settings. Acts as subject matter expert in survey data analytics. Other duties as assigned. Demonstrates knowledge and maintains and respects patient right to privacy by following the HIPAA Privacy and Security policies and procedures. Adheres to ICARE values and standards of behavior (Innovation, Compassion, Accountability, Respect, Excellence). Role model behaviors that value the diversity of our caregivers, patients and customers and supports creating an environment that is inclusive, welcoming and respectful. Communicates with patients, families and customers using AIDET (Acknowledge, Introduce, Duration, Explanation, Thank). Works in a safe manner and promptly reports any hazards identified in the work environment or related to assigned responsibilities. Adheres to policies and procedures designed to avoid, prevent, and reduce the spread of communicable diseases.
Work Experience
Experience: Minimum 3 years of experience in managing healthcare projects.
Education
Education: Bachelor Degree in Business Administration, Health Care Administration, IT, or Related Field. License / Certification: Valid Driver's License
Specialized Knowledge and Skills
Skills & Abilities: Excellent collaboration, interpersonal, meeting facilitation, presentation, written, listening, and verbal communication skills. Report production and business intelligence tool experience. Strong understanding of survey research methodology. Familiarity with basic data storage and analysis techniques. Strong customer service skills. Excellent analytical and problem-solving ability. Proficient in Microsoft Word, Excel, PowerPoint, Google Suite, and Dropbox Excellent organizational skills and attention to detail. Flexibility to adapt to a changing environment. Demonstrates ability to use a keyboard as may be required to perform the essential duties of the job. Knowledge, Skills and Experience Preferred: Graduate Degree in business, technical or healthcare related field Experience working with healthcare surveying projects and teams Experience with patient experience programs Experience with reporting tools (e.g., Excel, Tableau, MS Access) Understanding of healthcare programs such as Value Based Purchasing, CAHPS, PCMH, Magnet Experience with Process Improvement methods such as PDCA, Lean, etc.
University of Michigan Health-Sparrow is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
#LI-MR1
Job Family
Management/Professional Requirements: