Patient Experience Advisor Data Analyst

UMC Health System

About The Position

We’ve learned that what is best for patients is also best for employees. Learn more about why we are one of the Best Companies to Work for in Texas®. Job Summary The Patient Experience Data Analyst is responsible for strengthening our culture of service, specifically by assisting the Patient Experience Manager and Chief Experience Officer with developing strategies and education to all levels of the organization. This position collaborates with clinical and operational teams to interpret patient-experience data and translate findings into actionable strategies. Reports to Chief Experience Officer Job Specific Responsibilities 1. Manage and maintain user access for survey platforms and language-translation services, ensuring appropriate permissions and smooth operational support. 2. Oversee dashboards, automated reports, and analytics displays, including creating new visualizations and insights that support organizational improvement. 3. Identify patient-reported friction points using survey data and supplementary insights to recommend and support process improvement initiatives. 4. Serve as a subject-matter expert on the Qualtrics platform, staying current on system updates, new features, and best practices. 5. Support survey development, deployment, and optimization to ensure accurate measurement of patient experience across services. 6. Ensure data integrity, accuracy, and compliance with organizational standards and privacy requirements. 7. Troubleshoot user issues within survey and translation platforms, providing timely resolutions and guidance. 8. Assist in preparing materials or presentations that communicate patient-experience trends to leaders and stakeholders. 9. Respond to questions regarding patient care policies and treatment, and will assist UMC/UMCP in achieving a satisfactory outcome to report to hospital/clinic departments involved. All other related assigned duties 10. Serves as an advocate for patients and their families to improve communication, efficiency and customer satisfaction within the facility. 11. Provide leadership and expertise in the development, implementation, oversight, and evaluation of service initiatives. 12. Utilizes Patient Experience feedback to drive improvement. Uses results for patient care improvement in conjunction with the committee involvement throughout the organization; Provides summary of PX feedback and comments to key leaders when necessary. 13. Serves as an organizational expert for patient experience. Using CAHPS and vendor data to benchmark, develop, and offer Best Practice solutions for various departments/clinics throughout the health system. 14. Coordinates and provides competency training by presenting at UMC/UMCP service meetings (i.e. SIOP events, Patient Advisory Council, Webinars, New Employee Orientation); Provide patient satisfaction & competency training annually 15. Evaluate current patient, family, physician, and staff education programs to ensure they align with a culture of patient-centered care and enhance the patient experience. Modify, eliminate, and/or replace programs, as necessary.

Requirements

High School Diploma or GED
+ 2 years related customer service and/or patient care experience.
Basic knowledge of medical credentialing and privileging procedures.
Knowledge of service excellence / customer service principles and practices, and a strong working knowledge of process improvement, customer relations, conflict resolution strategies, and project development.
Demonstrate effective communication skills, both oral and written, and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals.
Excellent priority management skills and the ability to consistently meet organizational / department deadlines and objectives.
Patient Experience Advisors should be emotionally and physically fit.
The work of this position is balanced between sitting, standing, walking, lifting, carrying, and driving.
This position requires the ability to hear and speak with others, verbal communication is necessary to improve service delivery.
Employees must be able to see since they monitor the physical appearance of the hospital.
A high level of energy is needed, as this position encounters and maintains high activity, as a daily physical appearance is required to visit customers.
Subject to inside and outside environmental conditions.
This position frequently travels to off-site locations; therefore, participation in certain activities will be based on presenting weather conditions.

Nice To Haves

Level 1 and Level 2 Qualtrics Certification Course
1 year experience utilizing HX dashboards
Preference for candidates with Qualtrics certification, a relevant degree, and prior patient care experience; non-certified hires must obtain two Qualtrics certifications within 12 months (department-funded, two attempts per exam).

Responsibilities

Manage and maintain user access for survey platforms and language-translation services, ensuring appropriate permissions and smooth operational support.
Oversee dashboards, automated reports, and analytics displays, including creating new visualizations and insights that support organizational improvement.
Identify patient-reported friction points using survey data and supplementary insights to recommend and support process improvement initiatives.
Serve as a subject-matter expert on the Qualtrics platform, staying current on system updates, new features, and best practices.
Support survey development, deployment, and optimization to ensure accurate measurement of patient experience across services.
Ensure data integrity, accuracy, and compliance with organizational standards and privacy requirements.
Troubleshoot user issues within survey and translation platforms, providing timely resolutions and guidance.
Assist in preparing materials or presentations that communicate patient-experience trends to leaders and stakeholders.
Respond to questions regarding patient care policies and treatment, and will assist UMC/UMCP in achieving a satisfactory outcome to report to hospital/clinic departments involved.
Serves as an advocate for patients and their families to improve communication, efficiency and customer satisfaction within the facility.
Provide leadership and expertise in the development, implementation, oversight, and evaluation of service initiatives.
Utilizes Patient Experience feedback to drive improvement.
Serves as an organizational expert for patient experience.
Coordinates and provides competency training by presenting at UMC/UMCP service meetings
Evaluate current patient, family, physician, and staff education programs to ensure they align with a culture of patient-centered care and enhance the patient experience.