Patient Experience Analyst

Posting Date

Analyst, Patient Marketing and Communications - Product, Mercury

Job Description

The Patient Marketing and Communications team is Mercury's voice of the patient team. We work across Mercury and the Village to better understand the experience of our patients and enact changes to improve the quality of their care and achieve Village goals. Our team focuses on bringing patient perspectives into our strategic decisions so that our patients feel safe, cared for, and respected.

The Mercury Analyst will support this broader goal by maintaining and improving our ability to understand and respond to our patients' direct 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 help manage the back end of our customer experience SaaS product, conduct task-based analyses of the data collected, maintain strong relationships with peers and managers, and provide exceptional support to ensure 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 AND RESPONSIBILITIES

Product Management

• Support the maintenance and improvement of the patient experience platform.
• Assist the Patient Experience team to develop and deploy various enhancements, including but not limited to:
  • Refined user dashboards and reporting tools
  • Expansions to new populations or users
  • Additional survey moments or questions
  • Integrations with other platforms and tools

Project Management

• Effectively prioritize and manage task-based work across multiple assignments to achieve goals.
• Develop and complete product enhancements and analyses in a timely fashion, executing tasks with appropriate guidance and support from the team.
• Take full ownership and accountability for the accuracy, quality, and timeliness of your work.

Data Analysis

• Analyze, interpret, and QA qualitative and quantitative data.
• Distill insights and trends from data sources, capturing themes and next steps to turn insights into actions.
• Demonstrate strong analytical capabilities and help build reports, metrics trackers, and dashboards that provide analysis based on project and stakeholder needs.

Collaborative Problem Solving and Stakeholder Engagement

• Engage with users directly to gather feedback, understand pain points, and identify opportunities for improvement.
• Participate in regular meetings and discussions with stakeholders to gather feedback, requirements, and insights on platform usage and performance.
• Support problem-solving sessions with internal teams to recommend solutions to conflicts or roadblocks on your own workstream.
• Help develop and support user trainings ahead of enhancements and expansions to the system.

Communication, Influence, and Culture

• Communicate in a clear and professional manner to build rapport within project teams.
• Influence peers and your manager collaboratively to inform and drive project outcomes.
• Hold yourself accountable for your behaviors and your impact on others.
• Model DaVita core values and belonging behaviors, taking initiative to help create a positive team culture.
• Engage in continuous learning to develop new skills, fostering a growth mindset and building awareness of your strengths and development areas.

EDUCATION AND EXPERIENCE

• Bachelor's degree required
• 0-2 years of relevant experience
• Experience within the SaaS industry or customer experience management preferred but not required

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.

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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.

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.

Beware of Recruitment Fraud

DaVita will never ask for payment or personal financial information at any point in the hiring process, nor will we ever communicate with you using email addresses outside of the DaVita secure network. If you receive a request like this, it is not legitimate. Do not share your information.

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