Analyst, Patient Experience

Posting Date

The Experience Center of Excellence is the Village's central voice of the customer team. We work alongside other teams to better understand the experience of our patients, physicians, and teammates, and drive change to improve the quality of their experience. Our team focuses on bringing stakeholder perceptions into our strategic business decisions so that all the people we serve feel safe, cared about, and respected.

The Product Analyst, Experience Measurement will support this broader goal by maintaining and improving our ability to understand and respond to our physicians' 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 manage the customer experience SaaS platform, conduct analyses of the data collected, maintain strong relationships with stakeholders, and provide exceptional support to ensure their 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.

ESSENTIAL DUTIES & RESPONSIBILITIES

Product Management: Maintain and improve the quality of the voice of the customer platform. Work closely with the vendor support team. Develop and deploy various platform enhancements, including but not limited to:

• New and refined user dashboards and reporting tools
• Expansions to new populations and users
• Additional survey moments and questions
• New platform features and capabilities
• Integrations with other platforms and tools

Data Analysis and Reporting:

• Analyze, interpret, and QA physician response data
• Use data to identify opportunities and turn insights into actions

• Track and report on key performance metrics and survey results over time
• Build user-friendly reports and dashboards
• Create and deliver clear, compelling and informative presentations based on project and stakeholder needs

Training, Communications, and User Support

• Design and develop job aids, launch materials, training modules and other collateral to assist teammates and other users in fully leveraging the system
• Develop, support, and lead user trainings ahead of system enhancements and expansions
• Respond to user requests and system issues in a timely and professional way
• Manage user support email box by triaging requests, and researching, troubleshooting and resolving issues

Data File Management and Oversight:

• Interface with IT and other data owners to identify and compile the most complete and reliable data sources to enable the Voice of the Customer system
• Establish data workflows that ensure the right information is being transferred at the right time in support of each real time feedback survey program
• Work with the platform vendor to ensure data is being appropriately utilized within the system
• Engage with users directly to gather feedback, understand pain points, and identify opportunities for improvement

Project Management:

• Effectively manage time and task completion with minimal support and oversight
• Develop and complete product enhancements and analyses in a timely fashion
• Create and manage project plans and integrate across workstreams.

Written & Oral Communication / Building Relationships:

• Build rapport within cross-functional project teams. Be a collaborative and informal influencer

• Navigate cross-functional relationships effectively
• Present comfortably and compellingly to audiences at varying levels within the Village
• Work closely with teammates and develop strong relationships to inform and drive project outcomes

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace , backup child and elder care, maternity/paternity leave and more

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

#LI-CM2

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Salary/ Wage Range

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.