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Job Details:
Position Name : Patient Experience Intelligence & Analytics Manager, Remote
Location: Remote
Job ID : 681e99542fcb7ff7
Description : The Patient Experience Intelligence & Analytics Manager oversees the daily operations of UCSF Health’s patient experience measurement, systems, and analytics. Includes oversight management of UCSF Health’s comprehensive patient experience survey program and systems, patient complaint/grievance data, and other patient voice data across the enterprise. Partners with senior leadership to set enterprise-wide patient experience annual goals for UCSF Health and Benioff Children’s Hospitals, and advises departments on setting their patient experience goals. Manages the design, scheduling, and execution of patient surveying and ensures compliance with regulatory requirements. Oversees external vendor contracts and relations related to patient experience surveying and other patient voice feedback. Manages the patient experience survey distribution and operations process to ensure that surveys are distributed accurately and timely.
Designs, enhances, and manages the production of key performance measurement reports and scorecards, which include status on enterprise-wide annual goals as well as program evaluation measures for clinical areas across the enterprise.
Serves as a consultant to patient experience project managers and teams. Utilizes internal and external benchmarks and identifies opportunities to improve the patient experience.
Consults with professionals and staff providing direction and guidance on experience intelligence solutions. Establishes priorities, sets department workflow, and assesses processes in order to achieve economies of scale and efficiencies. Provides input on staff performance based on data analysis and recommends improvements to department practices. Helps to establish and maintain yearly departmental budget by monitoring the use of resources throughout the year.
Department Description
The Patient Experience Intelligence department helps UCSF Health improve the experience of its patients & families by collecting, analyzing, and reporting on patient experience surveys, patient complaints/grievances, and other patient voice data. The department oversees UCSF Health’s patient experience survey program by managing the work with external vendors and internal IT areas for data collection and reporting of survey results in UCSF’s enterprise-wide dashboard platforms and other key performance indicator reports. The department takes a lead role in ensuring institutional Patient Experience data literacy through training & consulting with internal stakeholder groups. Patient Experience Intelligence also applies lean principles, innovative and continuous quality improvement approaches in order to achieve efficiency and economies of scale for its data collection, analytical, and presentation efforts.
Required Qualifications
Five (5) or more years of work experience in a healthcare, health plan setting
Master’s degree in healthcare administration, public health, quantitative social science, biostatistics, management information systems, information technology, or related area, or equivalent combination of education or experience
In-depth knowledge of business and experience intelligence principles, concepts, and methodologies. Experience with survey research and analyzing survey data
Knowledge of statistical methodology and ability to choose appropriate methods with minimal guidance from senior staff and to interpret analysis results correctly
Advanced knowledge and skill in internal databases, BI applications, tools, and systems
Advanced critical thinking and problem-solving skills to manage highly-complex information, assess problems and develop effective solutions
Advanced organizational and project management skills
Advanced written and verbal communication skills with the ability to convey technical information in a clear, concise manner. Ability to produce and deliver presentations to diverse audiences
Advanced interpersonal skills for effective collaboration with managers, professional and technical staff
Ability to serve as an advanced technology leader providing advice, counsel, and analysis on business intelligence issues
Working knowledge of electronic medical records or healthcare administrative databases
Preferred Qualifications
n/a
About UCSF
At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Organization
Health
Job Code and Payroll Title
005705 BUS INTEL MGR 1
Job Category
Professional and Managerial
Bargaining Unit
99 – Policy-Covered (No Bargaining Unit)
Employee Class
Career
Percentage
100%
Location
Remote / Telecommute
Shift
Days
Shift Length
8 Hours
Additional Shift Details
Mondays through Fridays
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