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Patient Satisfaction Analyst

Cedar Rapids, IA

Job Information

Patient Satisfaction Analyst
This position supports Mercy's philosophy of patient centered care by managing patient satisfaction data and working with managers to better understand patient feedback. This position coordinates and serves as a resource for interpretive and health literacy services, service recovery, lost and found and supports the Patient Advocate in addressing complaints and grievances.
Job Specific Duties/Essential Functions
Coordinates the interpretive services program through building relationships with contracted services representatives, validating appropriate billing, educating staff, troubleshooting issues, tracking usage to maximize effectiveness and compliance and providing ongoing feedback about services provided.
Assists in coordination of health literacy services and provides education to departments on available resources.
Creates and maintains infrastructure to facilitate rapid reporting, review and analysis of key metrics impacting patient experience.
Manages the service recovery program, including monitoring and validating that the use of service recovery action is consistent and appropriate.
Tracks lost and found patient items and manages that process including all follow up with patients and families.
Works with and supports the Patient Advocate in addressing complaints and grievances in a compliant manner.
Uses conflict management and de-escalation soft skills to handle emotional and dissatisfied callers.
Monitors sample sizes and methodology and works with vendor to modify as necessary
Works with departments to design their surveys and mode strategies.
Provides education to departments and leaders about survey methodologies and strategies to improve scores and provide The Mercy Touch every time.
Knowledge, Skills and Abilities
Strong MS Excel skills.
Ability to understand complex data and reporting requirements.
Excellent interpersonal skills.
Excellent written and verbal communication skills.
Excellent public relations and human relations - exemplifies The Mercy Touch.
Excellent organizational and time management skills.
Critical thinking and attention to detail. Exhibits good judgement.
Handles confidential information with discretion and diplomacy.
Commitment to life-long learning, e.g. willingness to learn/upgrade skills related to duties.
Flexibility and dependability, works well with a wide variety of individuals and leadership styles.
Ability to work with minimal to no supervision.
Adaptability with high tolerance for ambiguous work situations.
Professional Experience: One or more years' experience in a customer service role as well as experience working with data and reporting.
Education: Bachelor's Degree preferred
To learn more about this opportunity or to apply visit:

Mercy Medical Center
701 10th St. SE
Cedar Rapids, IA 52403

Posted 10/03/16

Job ID: 20438876
Mactive ID: 35032