Patient Experience Specialist

Patient Experience Data Analyst

Supports patient experience efforts at MyMichigan Health through managing data tools; developing reports; providing analysis, interpretation and recommendations; and working with departments and staff throughout the organization to understand research results with the goal of assisting with the implementation of strategies to improve the patient experience. Prepares regular and ad hoc reports for Board of Directors, managers, executives and staff; troubleshoots reporting issues; assists with data stream and data structure projects; and provides counsel, training and presentations related to patient experience results. Works with Chief Patient Experience Officer to assist with all quantitative and qualitative research that serve to guide patient experience initiatives. Provides support for Patient Relations line including service recovery, tracking of grievance and complain resolutions, processing of resolution letters, and quarterly reports to Board of Directors specific to grievances and complaints.

Responsibilities

• Directs inquiries and concerns received by Patient Relations call line to appropriate staff members and provides immediate service recovery as appropriate.
• Tracks timeliness of resolutions to grievances and complaints, prepares quarterly board reports specific to grievances and complaints. Processes resolution letters according to CMS requirements.
• Provides analysis, interpretation and recommendations regarding patient experience issues.
• Monitors compliance with regulatory requirements related to patient experience data submission.
• Assists department with other patient experience strategies and initiatives.
• Answer Patient Relations line, perform triage and immediate service recovery as appropriate.
• An employee may be required to participate in further learning opportunities offered by MyMichigan Health.

Required Education

Education: BACH

Equivalent Experience: Bachelors Degree in relevant field, minimum of three years of hospital experience, or an equivalent combination of education and experience. Master's degree in any related field preferred.

Education Specialization:

Essential: true