Job Description

Position Summary:

This position provides ongoing assessment of performance, facilitates prioritization of improvement activities, oversees performance improvement projects and ensures successful clinical project implementation throughout the organization. Helps achieve exceptional customer experience for our patients, members, providers and team members through performance improvement projects. Design customer surveys and other methods to obtain feedback and analyze the results for valuable actions. Design and maintain metrics, dashboards, and other ongoing reports. Conduct journey mapping sessions (internal and external). Communicate how data reflects customer behaviors in an easy to understand language. Identifies and communicates industry best practices related to the customer experience.

Qualifications:
EDUCATIONAL REQUIREMENTS
Bachelor's degree or equivalent experience.

CERTIFICATION & LICENSURE REQUIREMENTS
None specified

EXPERIENCE REQUIREMENTS
Minimum of two years' experience in marketing, customer service, analysis of customer data, and/or quantitative research or other related analytical fields. Combination of education and experience may be considered.

OTHER REQUIREMENTS

-Knowledge of lean principles and performance improvement methodology. Advanced computer skills, including Windows-based applications. Advanced knowledge of Excel, including, pivot tables, formulas, tables, charts and formatting. Advanced analytical, critical thinking, and problem solving skills to interpret data, identify trends, and anomalies. Excellent verbal and written communication skills. Ability to learn and adapt to change in order to further department and system goals. Proficient ability to plan, prioritize, coordinate, and complete projects by specified deadlines with high level of quality, accuracy, and clarity. Must be self-motivated and able to work independently.

-Experience with MaritzCX or similar voice of the customer software a plus.

-Experience with web analytics software a plus.

Essential Functions:

• Interprets patient and customer experience data to participate and lead performance improvement efforts.
• Work in collaboration with the team to ensure performance improvement methodologies (PDSA) and lean principles are integrated into the culture for improving outcomes.
• Participates or facilitates in performance improvement teams.
• Facilitates implementation/improvement of evidence-based and industry best practices.
• Track progress for process improvement events to ensure completed and documented improvements are realized and sustained.
• Help create a consistent and shared understanding of our customers.
• Utilize Voice of the Customer platform for constant listening and monitoring feedback of members, providers, employer groups and broker.
• Help develop customer research, personas and journey maps to highlight pain points and opportunities.
• Develop and implement surveys, dashboards, and reports.
• Use analytical reasoning to identify problems and develop solutions that can be tested.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.