Patient Account Analyst

Sr Patient Experience Analyst Under the supervision of the Manager of Patient & Family Engagement (PFE), this role transforms patient and family experience data — surveys, feedback, comments, program outcomes — into clear stories, insights, and recommendations that inform decisions and drive improvement across Phoenix Children’s. This is a data storyteller and analyst role facilitating improvement across patient and family experiences. Position Details: Department: PCH-MAIN | Div-Family Centered Care Location: Phoenix Shift: Mon–Fri, Days, 8am‑5pm Category: Professional/Clerical/Admin Posting #: 1031146 Employee Type: Full-Time Posting Note: Fully on‑site position. 1919 E Thomas Road Position Duties Patient Experience (PX) Analytics & Reporting Analyze patient and family experience data including surveys, comments, complaints, grievances, and operational metrics. Monitor trends, benchmarks, KPIs, and variation over time using statistical and performance improvement methods. Validate data, maintain reporting logic, and support consistent metric definitions and data governance documentation. Develop and maintain dashboards, scorecards, and recurring reports for executive, operational, and clinical leaders. Initiate ad hoc analysis based on trends, anomalies and knowledge of organization priorities. Data Visualization & Storytelling Meet with and present patient experience insights to clinical, operational, and administrative leaders. Translate complex data into simple stories, facts, figures, visuals, and recommendations for non‑technical audiences. Partner with PFE leadership to create executive‑ready reports, presentations, talking points, and summaries. Connect patient and family voice, experience metrics, and improvement priorities to Phoenix Children’s vision. PX Improvement & Strategy Support Partner with cross‑functional groups to identify improvement opportunities and evaluate the impact of patient experience interventions. Collaborate with quality, patient safety, engagement, finance and other enterprise teams to identify correlations between patient experience and other clinical and operational metrics. Respond to business and operational questions with data‑driven insights. Customer Success Collaborate with Impact Coordinator on grant, donor‑funded, and impact‑reporting needs. Provide guidance to leaders and teams on interpreting patient experience dashboards and reports. Work with internal teams to improve data accuracy, report access, dashboard usability, and reporting processes. Serve as liaison to vendor platforms that provide patient satisfaction data and reporting. Miscellaneous Perform miscellaneous job‑related duties as requested. Qualifications Education Bachelor's degree in Data Science, Data Analytics, Statistics, Public Health or related field. Experience Three (3) or more years of experience in healthcare analytics, business intelligence, patient experience, quality improvement, or operational analysis. Experience developing dashboards, scorecards, executive summaries, or presentations for senior leaders. Experience with data visualization or business intelligence tools such as Power BI, Tableau & Excel. Experience with SQL or statistical analysis tools. Preferred: Experience with patient experience survey platforms such as NRC Health, Press Ganey, or Qualtrics. Preferred: Pediatric healthcare experience. Special Skills Ability to define problems, collect data, identify trends, and draw valid conclusions. Ability to translate complex information into simple stories, facts, figures, visuals, and recommendations. Strong presentation skills with ability to communicate effectively with enterprise leaders and diverse audiences. Strong written communication skills and ability to prepare concise executive‑ready reports. Knowledge of patient and family‑centered care, patient experience, and healthcare operations. Preferred: Lean Six Sigma Process Improvement Certification. Preferred: Project Management Professional. Physical Requirements & Occupational Exposure/Risk Potential Physical: Climbing—Occasionally. Fine Motor Skills (pinching, gripping, etc.)—Occasionally. Hearing—Constantly. Reaching—Occasionally. Sitting—Frequently. Standing—Frequently. Stooping/crouching/kneeling/crawling—Occasionally. Talking—Constantly. Walking—Occasionally. Near Vision—Constantly. Far Vision—Occasionally. Color Discrimination—Constantly. Use of keyboard, mouse and/or computer equipment—Constantly. Lift up to 35 pounds without assistance—Occasionally. Occupational Exposure/Risk Potential—Inside office environment—Applicable. Occupational Exposure/Risk Potential—Extreme noise levels—Applicable. #J-18808-Ljbffr