Senior Health Care Analyst Patient Experience (Michigan)
Emergent Holdings

Southfield, Michigan

This job has expired.


The Senior Health Care Analyst - Patient Experience is responsible for planning, organizing, implementing, and leading department assignments and training related to patient experience improvement, including working with internal stakeholders and the external medical community. This role develops and delivers educational content related to patient centered care and outcomes and is responsible for staying abreast of the latest trends and techniques.

Tasked with responding to key metrics, helping to define leading indicators, and identifying areas to positively impact overall patient experience and improve metrics related to the interactions of members with provider offices. This role may compile and analyze appropriate and relevant data and information and make recommendations for operational improvements.

Facilitates sessions to educate physicians and other clinical and administrative employees in the philosophy and techniques of patient experience improvement to transform care delivery settings into consistently high service, patient focused settings; travel required within the state of Michigan.

  • Develop and implement educational programs to improve Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey scores as a measurable indicator of Medicare Advantage member experience.
  • Utilize fundamental performance improvement concepts and methodologies, such as process/value stream mapping, journey mapping, brainstorming, group decision-making techniques, root cause analysis, data collection and analysis, measurement strategies, and implementation planning.
  • Investigates, reviews, recommends, communicates, and implements solutions which identify problems/root cause of issues.
  • Analyze provider office metrics, available CAHPS and member/patient survey data, and research on patient experience related to CAHPS metrics to understand patient experience gaps.
  • Develop strategy and initiatives/programs to work with physician organizations and provider offices that support excellence in patient care.
  • Work in partnership with manager to develop a multi-year roadmap to create a best-in-class patient experience for our members in their interactions with provider offices.
  • Independently facilitate provider office team and one-on-one training sessions and meetings to engage clinical and administrative staff and physicians in provider offices.
  • Represent company in community and industry, programs and conferences and make presentations to engage external stakeholders in-patient experience improvement programs.
  • Possesses and maintains an extensive comprehensive knowledge of BCBSM and Senior Health Services business, products, programs (including provider data, networks, etc.), corporate organizational structure (including functional responsibilities), and basic coaching principles and methodologies.
  • Independently develops and plans reports, papers, and/or other materials that can be distributed internally and externally using various methods (emails, meetings, presentations, etc..).
  • Provides expertise and guidance to unit and corporate staff as requested.

QUALIFICATIONS
  • Bachelor's degree in Business Administration, Economics, Health Care, Health Care Administration, Nursing, Education, or a related field.
  • Master's degree in a related field is preferred.
  • Certifications in coaching, change, individual and organizational assessment, and other related programs desirable.
  • 7 years' experience in patient centered role in providing consulting and facilitation services and improving patient experience in an inpatient, ambulatory, or related setting.
  • Additional experience in two subject areas (e.g. financial analysis, planning, health care economics, health care policy, statistical modeling, business decisions, analysis, or business management) preferred.
  • Experience with adult learning methods, and LEAN or process improvement techniques desirable.
  • Strong consultation, relationship building and project management skills, required.
  • Understanding of business process improvement and the tools and data requirements for supporting an effective business process improvement practice
  • Demonstrated ability to conduct and interpret quantitative/qualitative analysis Design and implementation of training programs related to patient experience to improve medical/operational processes and patient/healthcare provider interactions, required.
  • Knowledge of healthcare processes and terminology, regulatory agencies such as CMS and programs e.g., Stars, CAHPS, HEDIS, HOS, CPC+ as well as PCMH and PGIP (internal)
  • Experience using meeting management, discussion facilitation, conflict resolution, culture change management skills and techniques and Lean methodology.
  • Ability to use Dundas charts/excel web services, Access, and SAS/SPSS software or Tableau.
  • Excellent analytical, planning, problem solving, verbal, and written skills to communicate complex ideas.
  • Excellent knowledge and use of existing software packages (PowerPoint, Excel, Word, etc.).
  • Ability to work independently, within a team environment, and communicate effectively with employees at all levels.
  • Polished facilitation and presentation skills; Strong interpersonal (oral and written) skills, coaching and mentoring.
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