Overview
The Analyst, Patient Experience Intelligence & Analytics oversees the daily operations of the facilitys experience measurement, systems, and analytics. Includes oversight management of the facilitys comprehensive patient experience survey program and systems, patient complaint/grievance data, and other patient voice data across the enterprise following the annual goals pre-set for the facility and, advises senior manager of PE with the internal departments patient experience scores and key drivers that negatively/positively impact Likelihood to Recommend and/or Net Promoters Scores.
Responsibilities
- Implements and coordinates the patient experiance survey distribution and operations process to ensure that surveys are distributed accurately and timely.
- Analyses assigned projects and programs by creating and executing project work plans.
- Work closely with on-site managmnet team to achieve Service Excellence / Patient Experiance operational goals.
- Monitors feedback data to ensure problem areas in service delivery are addressed, followed up and followed through and recurrence prevented through angagment with respective teams.
- Participates in meetings and maintains professsionalism and confidentiality as pe MH's standard code of conduct.
- Support patient experiance team. Utilizes internal and external benchmarks and identifies opportunities to improve the patient experiance.
- Respond to and investigates complaints and concerns and communicates identified issues to appropriate staff.
- Other duties as assigned.
Qualifications
Required:
- Bachelors Degree
- Minimum 1 years operational experience preferred healthcare sector
- Minimum 1 year's analystical experience
- Fluent in written and spoken English
- Proficiency with Microsoft Office suite
Desired:
- Lean Six Sigma green belt preffered
- Fluent in written and spoken Arabic
