Patient Satisfaction Analyst

Job ID
23082
Type
Regular Full-Time
Location
US-WA-Seattle
Category
Quality

Overview

Fred Hutchinson Cancer Center is an independent, nonprofit, unified adult cancer care and research center that is clinically integrated with UW Medicine, a world leader in clinical care, research and learning. The first National Cancer Institute-designated cancer center in the Pacific Northwest, Fred Hutch’s global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy, and COVID-19 vaccines has confirmed our reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Based in Seattle, Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy, and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures for the world’s deadliest diseases and make life beyond cancer a reality.

 

At Fred Hutch, we believe that the innovation, collaboration, and rigor that result from diversity and inclusion are critical to our mission of eliminating cancer and related diseases. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an antiracist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, antiracism, and inclusion.

 

The Patient Satisfaction Analyst serves as a subject matter expert for patient experience metrics and data, monitors industry trends and best practices, recommends metrics and areas of focus, inspires and supports improvement initiatives. This role is responsible for analyzing and reporting on patient satisfaction data with the goal of understanding and improving the patient experience.

 

This position is a remote hybrid position that will require working in person at our South Lake Union location 1-3 days a week.

Responsibilities

  • Analyzes data and communicates insights to key stakeholders through effective storytelling and data visualization including graphical displays, dashboards and presentations.
  • Creates executive level data summary reports; presents findings to leadership on a regular basis.
  • Meets with clinic and service line managers to recommend interventions based on patient experience data.
  • Collaborates with stakeholders at all levels of the organization to identify, support and measure improvement initiatives.
  • Provides guidance, direction and training to leaders, staff and providers regarding accessing, analyzing, and utilizing patient experience data.
  • Conducts qualitative data analysis, including thematic analysis and coding of patient survey comments and input from other sources.
  • Collaborates with other members of the Office of Patient Experience to deliver customized coaching/support to leaders, staff and providers based on the individual area's performance.
  • Triages, identifies and anticipates patient experience data requests and needs across the organization.
  • Identifies patient complaints within patient comments and partners with Patient Relations colleagues to meet regulatory reguiments for addressing complaints and grievances.
  • Ensures data integrity and troubleshoots issues with internal and external stakeholders; partners with vendors to optimize feedback collection methods and effectively utilize vendor-generated reports and resources.
  • Continually refines and improves SCCA's patient satisfaction program/measurement strategy, in partnership with Office of Patient Experience leadership.

Qualifications

Required:

 

  • Bachelor's Degree in a healthcare/business discipline, or complimentary field of study; or equivalent work experience.
  • Three (3) plus years' work experience in data analysis
  • Proven ability to work effectively and collaboratively with interdisciplinary teams; ability to successfully find common ground when working with groups and/or individuals with diverse perspectives.
  • Demonstrated excellence presenting to large and small audiences at all levels of the organization.
  • Effectively use written and oral communication skills. This includes crafting clear and empathetic messages to clinical/non-clinical staff, developing project documents, presentation materials and meeting facilitation.
  • Strong analytical, statistical, and data-modeling skills.
  • Advanced knowledge of Excel, demonstrated experience with report/dashboard design and visualization techniques and tools.
  • Ability to work independently and learn and develop new tools quickly.
  • Efficiently set priorities and focus on important tasks.
  • Ability to think critically and creatively; effectively weigh organizational needs and the needs of patients/caregivers to recommend improvement initiatives.
  • Experience conducting root cause analysis.
  • Empathetic and active listener with excellent customer service skills.
  • Advanced MS office skills.
  • Ability to use a mouse, proficient basic computer technology and programs, and use email in a business setting.

 

Preferred:

  • Masters Degree

SCCA has a mandatory COVID-19 vaccination policy, and there are no exceptions for any employee who is patient-facing and/or requires access to SCCA facilities.

Exceptions exist only for employees whose positions are fully remote, with no required access to campus. As a condition of employment, newly hired employees requiring access to campus must provide proof of vaccination before their first day of employment.

 

A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your work at Fred Hutch is requested of all finalists. 

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