Experience Data Analyst - 127286
Job Description
This position will remain open until filled.
UCSD Layoff from Career Appointment: Apply by 12/22/23 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 1/3/24. Eligible Special Selection clients should contact their Disability Counselor for assistance.
This position will work a hybrid schedule which includes a combination of working both onsite in Mission Valley and remote..
The Experience Data Analyst is Involved in analyzing complex business problems using data to provide insight to decision-makers. Identifies and interprets trends and patterns in datasets to locate influences, develops forecasts, recommendations, and strategic/tactical plans based on business data and market knowledge, and works with business and/or clinical units to understand and prioritize data and information requirements. The Experience Data Analyst creates specifications for reports and analysis based on business needs and required / available data elements. Optimizes the performance of enterprise business intelligence tools by defining data to filter and index that add value to the user. Develops business cases to support enterprise-wide business intelligence solutions. Applies skills and experience as a seasoned business analytics professional to projects of medium size at all levels of complexity, or to portions of large, multidimensional projects.
The Experience Data Analyst plays a lead role in Patient Satisfaction Survey project management and other related patient satisfaction activities for the UCSD Health System including the standardized patient experience surveys, HCAHPS and other publically reported survey requirements, development of Customer Service Standards, and other projects as identified internally or required via external regulations.
The Experience Data Analyst actively advances UCSD Health System's patient satisfaction/customer service program through team leadership and membership, data analysis, and proactive problem-solving. Designs strategies for 1) extracting and managing patient satisfaction/patient complaint data from disparate sources, 2) aggregating and analyzing it to meet organization-wide patient satisfaction goal requirements and to identify areas for improvements, and 3) disseminating patient satisfaction information Health System-wide including over 80 ambulatory practices, the Emergency Department, Inpatient Specialties, and 35 Inpatient units at both the UCSD Medical Center - Hillcrest and La Jolla campus.
The Experience Data Analyst is the primary Health System contact for using patient satisfaction scores to analyze data. The Analyst determines if organization-wide and individual departmental patient satisfaction goals have been met and identifies performance improvement opportunities. Reports to the Supervisor of Data Analytics and supports the work of selected Health System patient satisfaction improvement committees and activities. Responds to complex patient inquiries, and exercises appropriate judgment in complex situations. Supports Patient Rights and Responsibilities. Role models excellent interpersonal communication skills and problem-solving with a focus on teamwork and collaboration. Performs data extraction and analysis to support the department. Responsible for ensuring HIPAA compliance for the database and department activities. Performs other related duties as required.
MINIMUM QUALIFICATIONSSeven (7) years of related experience, education/training, OR a Bachelor's degree in related area plus three (3) years of related experience/training.
Thorough knowledge of business intelligence functions, analytics, industry standards and best practices.
High degree of computer literacy and competence in using Microsoft Word, PowerPoint, and Outlook. Expert in Excel - charts, pivot tables, linking workbooks, etc.
Demonstrated experience with designing and writing survey questions.
Experience with Data visualization (i.e., Tableau, infographics, etc.).
Proven experience with qualitative analytics.
Experience analyzing voice of the customer data
Strong communication skills (verbal and written) needed to interact professionally and effectively in the work environment and effectively and accurately share patient feedback.
Excellent organizational and time management skills, with the ability to adapt to changing priorities, manage numerous diverse projects simultaneously, meet deadlines, and apply creativity (originality) in problem-solving
- Master's Degree.
- Tableau Experience.
- Experience with NRC or another Experience Survey Vendor.
- Experience with Qualtrics.
- Project Management experience.
- Experience in Healthcare.
- Must be able to work various hours and locations based on business needs.
- Employment is subject to a criminal background check and pre-employment physical.
Pay Transparency Act
Annual Full Pay Range: $82,500 - $151,500 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $39.51 - $72.56
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).
UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
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