Experience Data Analyst

Phelps Health

About The Position

Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri. No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family. Essential Duties and Responsibilities Reports directly to the Director of Patient Experience, who leads the system-wide patient experience vision and strategy. Partners closely with the Patient Experience Operations Manager to execute a data-driven approach to experience measurement and improvement that supports organizational priorities. Lead the analytics and reporting functions for patient and employee experience, ensuring insights align with strategic goals and drive measurable improvement. Serve as primary administrator of all NRC and related experience platforms, overseeing technical configuration, functionality, vendor partnerships, and platform performance to ensure reliability and continuous data flow. Ensure compliance with internal protocols and external requirements related to experience data collection, survey deployment, and reporting, including CMS and Joint Commission standards. Configure and deploy patient and employee experience surveys with appropriate audience targeting, timing, and alignment to organizational focus areas. Analyze structured and unstructured survey data to identify trends, priority concerns, and improvement opportunities across departments and service lines. Develop accurate, visually effective dashboards, reports, and executive presentations to support department, service line, and system-level decision-making. Provide timely data interpretation and consultation to leaders, translating insights into targeted action plans aligned with the Director’s patient experience strategy. Collaborate with the Patient Experience Operations Manager and key stakeholders to develop training, resources, and tools that address identified experience challenges. Participate in patient experience committees, support department-level initiatives through analytics and consultation, and apply best practices in survey methodology, performance improvement, and experience management. Perform other duties as assigned. At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care. Phelps Health serves over 200,000 residents in south-central Missouri. Phelps Health is county-owned, non-tax supported and is overseen by a five-member elected board. Phelps Health employs more than 1,900 people, including 100-plus providers. Phelps Health, which includes a hospital licensed for 240 patient beds, serves a six-county area, with its main campus and several clinics located in Rolla, Missouri. Phelps Health also has clinics in Salem, St. James, Vienna and Waynesville, Missouri.

Requirements

Bachelor’s degree required. Degree related to Healthcare, Hospitality, Education or Business highly preferred.
Minimum 4 years of professional experience, including:
At least 2 years in a healthcare setting with customer service, patient experience, or service excellence responsibilities.
At least 1 year in data management, analytics, reporting, or survey administration.
Experience analyzing quantitative and qualitative data and translating findings into actionable insights.
Proficiency in digesting, understanding, and analyzing large datasets.
Advanced Excel skills required, with strong proficiency in PowerPoint and other Microsoft Office products for reporting and presentations.
BLS certification through the American Heart Association preferred
CPXP preferred
Considerable mental concentration on various projects and assignments.
Standing, walking, sitting, lifting up to 15 lbs.
Ability to concentrate, pay close attention to detail and perform job duties under time restrictions.
Some traveling is required.
Standard office conditions.
Minimal travel.

Responsibilities

Reports directly to the Director of Patient Experience, who leads the system-wide patient experience vision and strategy.
Partners closely with the Patient Experience Operations Manager to execute a data-driven approach to experience measurement and improvement that supports organizational priorities.
Lead the analytics and reporting functions for patient and employee experience, ensuring insights align with strategic goals and drive measurable improvement.
Serve as primary administrator of all NRC and related experience platforms, overseeing technical configuration, functionality, vendor partnerships, and platform performance to ensure reliability and continuous data flow.
Ensure compliance with internal protocols and external requirements related to experience data collection, survey deployment, and reporting, including CMS and Joint Commission standards.
Configure and deploy patient and employee experience surveys with appropriate audience targeting, timing, and alignment to organizational focus areas.
Analyze structured and unstructured survey data to identify trends, priority concerns, and improvement opportunities across departments and service lines.
Develop accurate, visually effective dashboards, reports, and executive presentations to support department, service line, and system-level decision-making.
Provide timely data interpretation and consultation to leaders, translating insights into targeted action plans aligned with the Director’s patient experience strategy.
Collaborate with the Patient Experience Operations Manager and key stakeholders to develop training, resources, and tools that address identified experience challenges.
Participate in patient experience committees, support department-level initiatives through analytics and consultation, and apply best practices in survey methodology, performance improvement, and experience management.
Perform other duties as assigned.