Patient Experience Analyst
About The Position
The Patient Marketing and Communications team is Mercury’s voice of the patient team. We work across Mercury and the Village to better understand the experience of our patients and enact changes to improve the quality of their care and achieve Village goals. Our team focuses on bringing patient perspectives into our strategic decisions so that our patients feel safe, cared for, and respected. The Mercury Analyst will support this broader goal by maintaining and improving our ability to understand and respond to our patients’ direct feedback. The Analyst will work with a diverse team of highly motivated individuals with analytics, change management, innovation, and customer experience expertise. The individual is expected to help manage the back end of our customer experience SaaS product, conduct task-based analyses of the data collected, maintain strong relationships with peers and managers, and provide exceptional support to ensure success with our platform. This role requires the ability to thrive in a fast-paced and highly collaborative environment. A successful individual will be organized, inquisitive, able to balance multiple priorities simultaneously, and a proactive communicator.
Requirements
- Bachelor's degree required
- 0-2 years of relevant experience
Nice To Haves
- Experience within the SaaS industry or customer experience management preferred but not required
Responsibilities
- Support the maintenance and improvement of the patient experience platform.
- Assist the Patient Experience team to develop and deploy various enhancements, including but not limited to: Refined user dashboards and reporting tools, Expansions to new populations or users, Additional survey moments or questions, Integrations with other platforms and tools.
- Effectively prioritize and manage task-based work across multiple assignments to achieve goals.
- Develop and complete product enhancements and analyses in a timely fashion, executing tasks with appropriate guidance and support from the team.
- Take full ownership and accountability for the accuracy, quality, and timeliness of your work.
- Analyze, interpret, and QA qualitative and quantitative data.
- Distill insights and trends from data sources, capturing themes and next steps to turn insights into actions.
- Demonstrate strong analytical capabilities and help build reports, metrics trackers, and dashboards that provide analysis based on project and stakeholder needs.
- Engage with users directly to gather feedback, understand pain points, and identify opportunities for improvement.
- Participate in regular meetings and discussions with stakeholders to gather feedback, requirements, and insights on platform usage and performance.
- Support problem-solving sessions with internal teams to recommend solutions to conflicts or roadblocks on your own workstream.
- Help develop and support user trainings ahead of enhancements and expansions to the system.
- Communicate in a clear and professional manner to build rapport within project teams.
- Influence peers and your manager collaboratively to inform and drive project outcomes.
- Hold yourself accountable for your behaviors and your impact on others.
- Model DaVita core values and belonging behaviors, taking initiative to help create a positive team culture.
- Engage in continuous learning to develop new skills, fostering a growth mindset and building awareness of your strengths and development areas.
Benefits
- Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Family resources, EAP counseling sessions, Headspace®, backup child and elder care, maternity/paternity leave
- Professional development programs
- On-demand virtual leadership and development courses through DaVita’s online training platform StarLearning
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
