Patient Experience Advisor Data Analyst On-Site

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Job Summary

The Patient Experience Data Analyst is responsible for strengthening our culture of service, specifically by assisting the Patient Experience Manager and Chief Experience Officer with developing strategies and education to all levels of the organization. This position collaborates with clinical and operational teams to interpret patient-experience data and translate findings into actionable strategies.

Reports to

Chief Experience Officer

Job Specific Responsibilities

1.Manage and maintain user access for survey platforms and language-translation services, ensuring appropriate permissions and smooth operational support.

2. Oversee dashboards, automated reports, and analytics displays, including creating new visualizations and insights that support organizational improvement.

3. Identify patient-reported friction points using survey data and supplementary insights to recommend and support process improvement initiatives.

4. Serve as a subject-matter expert on the Qualtrics platform, staying current on system updates, new features, and best practices.

5. Support survey development, deployment, and optimization to ensure accurate measurement of patient experience across services.

6. Ensure data integrity, accuracy, and compliance with organizational standards and privacy requirements.

7. Troubleshoot user issues within survey and translation platforms, providing timely resolutions and guidance.

8. Assist in preparing materials or presentations that communicate patient-experience trends to leaders and stakeholders.

9. Respond to questions regarding patient care policies and treatment, and will assist UMC / UMCP in achieving a satisfactory outcome to report to hospital / clinic departments involved. All other related assigned duties

10. Serves as an advocate for patients and their families to improve communication, efficiency and customer satisfaction within the facility.

11. Provide leadership and expertise in the development, implementation, oversight, and evaluation of service initiatives.

12. Utilizes Patient Experience feedback to drive improvement. Uses results for patient care improvement in conjunction with the committee involvement throughout the organization; Provides summary of PX feedback and comments to key leaders when necessary.

13. Serves as an organizational expert for patient experience. Using CAHPS and vendor data to benchmark, develop, and offer Best Practice solutions for various departments / clinics throughout the health system.

14. Coordinates and provides competency training by presenting at UMC / UMCP service meetings ( SIOP events, Patient Advisory Council, Webinars, New Employee Orientation); Provide patient satisfaction & competency training annually

15. Evaluate current patient, family, physician, and staff education programs to ensure they align with a culture of patient-centered care and enhance the patient experience. Modify, eliminate, and / or replace programs, as necessary.

Education and Experience

• High School Diploma or GED
• 2 years related customer service and / or patient care experience.

Preferred Licensures / Certifications / Registrations

Knowledge, Skills and Abilities

Interaction with Other Departments and Other Relationships

This position interacts closely with UMC medical staff and other ancillary areas in order to facilitate a quality multidisciplinary approach to patient care. Furthermore, this position interacts with UMC customers to support the continuum of care following patient discharge. Requires constant communication with Information Management and Business Departments, and to a lesser degree with other departments.

Physical Capabilities

Patient Experience Advisors should be emotionally and physically fit. The work of this position is balanced between sitting, standing, walking, lifting, carrying, and driving. This position requires the ability to hear and speak with others, verbal communication is necessary to improve service delivery. Employees must be able to see since they monitor the physical appearance of the hospital. A high level of energy is needed, as this position encounters and maintains high activity, as a daily physical appearance is required to visit customers.

Environmental / Working Conditions

Subject to inside and outside environmental conditions. This position frequently travels to off-site locations; therefore, participation in certain activities will be based on presenting weather conditions.

Direct Reports

None

UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.