Patient Experience Data Specialist - Yale New Haven Health

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

YNHHS Patient Experience Data Steward is an integral role of the System Patient Experience Team. Manages, owns and deciphers the patient and customer experience data performance. Participates in the development and implementation of system-wide patient/customer experience strategies and initiatives, and provides support to sites/regions for analytics, performance improvement, and implementation of evidence-based best practice. Integrates both qualitative and quantitate patient/family feedback to provide comprehensive assessments and recommendations.

EEO/AA/Disability/Veteran

• 1. Data Analytics:
• 1.1. Establishes consistent approaches and standards for system-wide patient/customer experience monitoring and measurement.
• 1.2. Manages the preparation, gathering, analysis and interpretation of patient/ customer engagement data to assess efficacy of the patient/customer experience strategy.
• 1.3. Develops, organizes and evaluates patient/customer experience survey processes. Audits survey process and resolves discrepancies. Ensures collaboration and productivity with survey vendors, IT and Site teams.
• 1.4. Conducts needs analysis related to current operations and makes recommendations to promote service/engagement best practice programs.
• 1.5. Performs benchmarking against local and national standards related to customer and patient satisfaction.
• 1.6. Develops comprehensive and executive summaries and reports. Presents data in effective, clear formats tailored to needs of various audiences, including senior leadership, managers, and staff.
• 1.7. Leads in the development of the patient experience data and ensures data integrity.
• 1.8. Creates and generates ad-hoc reports and dashboards
• 1.9. Manages the data generation process and create standard reports for dissemination throughout all levels of the organization.
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• 2. Performance Improvement and Project Management:
• 2.1. Assists Directors in establishing objectives, goals, objectives and timelines for performance improvement initiatives.
• 2.2. Facilitates the collection, synthesis, and translation of `Voice of the Patient/Customer' info into future state process and design requirements.
• 2.3. Plans, organizes, and coordinates projects and ensures project objectives, deliverables and timelines are on schedule and of high quality.
• 2.4. Prepares project update and close-out presentations, reports, and related communications.
• 2.5. Collaborates with project stakeholders to identify best practices, deficiencies, and corrective actions.
• 2.6. Develops tools and metrics to evaluate performance on target initiatives. Prepares and presents project reports for senior management.
• 2.7. Works with patient experience leaders across the organization to develop targeted programs and identify national best practices aligned with YNHHS' patient needs.
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EDUCATION

Bachelor's Degree in Business, Industrial/Systems Engineering, or related field, required. Master's Degree, preferred.

EXPERIENCE

Minimum of 5 years relevant work experience in data management and analysis, with focus on quality management, required. Patient/customer relations experience, preferred.

LICENSURE

N/A

SPECIAL SKILLS

Demonstrated knowledge of project management, analytic techniques and principles, and IT systems management, required. Strong communication, presentation, relationship building and organization skills, required. Proficiency in Microsoft applications and data analysis tools (Excel, SPSS, SAS, etc.), required. Familiarity with Press Ganey infrastructure and reporting capabilities is strongly preferred but not necessary.

PHYSICAL DEMAND

Flexibility in coping with shifting demands on time and energy. Must have own reliable transportation and be able to travel to all delivery care networks.