Patient Satisfaction Analyst Job at Beaumont Health
GENERAL SUMMARY: Investigates, responds to and resolves patient/family concerns & grievances. Analyzes patient experience data to identify areas for improvement; works with leaders to develop service initiatives for performance and process improvement.
ESSENTIAL DUTIES:
- Analyze patient satisfaction and concern data to identify trends and opportunities for improvement; assist leaders with the development of work plans for performance and process improvements; lead performance improvement initiatives
- Manage patient / family concerns from calls, emails, public submissions web site, HCAHPS/Press Ganey comments.
- Document and investigate situations from all perspectives and work with appropriate leaders / administrators to resolve for the patient / family member.
- Support root cause analysis and process improvement efforts.
- Manage documentation, communication and resolution within Hospital policy and CMS requirement standards.
- Assists in department quality assurance and training programs.
- Supports Patient Family Centered Care projects and initiatives.
STANDARD QUALIFICATIONS
- Bachelor’s degree required, in Business, Health Care Administration or Public Relations.
- Minimum of 2 years of experience in healthcare or related field. Experience in hospital operations strongly preferred.
Other Qualifications:
- Must be expert in Excel, Power point and Word. Must have working knowledge of clinical patient computer system, such as Epic.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
- 8 hour shift
Education:
- Bachelor's (Required)
Experience:
- healthcare: 2 years (Required)
- Customer service: 1 year (Preferred)
Work Location: In person
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