Patient Satisfaction Business Analyst

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world's leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world's deadliest diseases and make life beyond cancer a reality.

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems.

The Patient Satisfaction Analyst serves as a subject matter expert for patient experience metrics and data, monitors industry trends and best practices, recommends metrics and areas of focus, inspires and supports improvement initiatives. This role is responsible for analyzing and reporting on patient satisfaction data with the goal of understanding and improving the patient experience.

This position is Full-Time, Salaried

Analyzes data and communicates insights to key stakeholders through effective storytelling and data visualization including graphical displays, dashboards and presentations.
• Creates executive level data summary reports; presents findings to leadership on a regular basis.
• Meets with clinic and service line managers to recommend interventions based on patient experience data.
• Collaborates with stakeholders at all levels of the organization to identify, support and measure improvement initiatives.
• Provides guidance, direction and training to leaders, staff and providers regarding accessing, analyzing, and utilizing patient experience data.
• Conducts qualitative data analysis, including thematic analysis and coding of patient survey comments and input from other sources.
• Collaborates with other members of the Office of Patient Experience to deliver customized coaching/support to leaders, staff and providers based on the individual area's performance.
• Triages, identifies and anticipates patient experience data requests and needs across the organization.
• Identifies patient complaints within patient comments and partners with Patient Relations colleagues to meet regulatory reguiments for addressing complaints and grievances.
• Ensures data integrity and troubleshoots issues with internal and external stakeholders; partners with vendors to optimize feedback collection methods and effectively utilize vendor-generated reports and resources.
• Continually refines and improves Fred Hutch's patient satisfaction program/measurement strategy, in partnership with Office of Patient Experience leadership.

Required:

• Bachelor's Degree in a healthcare/business discipline, or complimentary field of study; or equivalent work experience.
• Proven ability to work effectively and collaboratively with interdisciplinary teams; ability to successfully find common ground when working with groups and/or individuals with diverse perspectives.
• Demonstrated excellence presenting to large and small audiences at all levels of the organization.
• Effectively use written and oral communication skills. This includes crafting clear and empathetic messages to clinical/non-clinical staff, developing project documents, presentation materials and meeting facilitation.
• Strong analytical, statistical, and data-modeling skills.
• Advanced knowledge of Excel, demonstrated experience with report/dashboard design and visualization techniques and tools.
• Ability to work independently and learn and develop new tools quickly.
• Efficiently set priorities and focus on important tasks.
• Ability to think critically and creatively; effectively weigh organizational needs and the needs of patients/caregivers to recommend improvement initiatives.
• Experience conducting root cause analysis.
• Empathetic and active listener with excellent customer service skills.
• Advanced MS office skills.
• Ability to use a mouse, proficient basic computer technology and programs, and use email in a business setting.

Preferred:

• Master's Degree
• Three (3) plus years' work experience in data analysis

A cover letter is required with the application

The annual base salary range for this position is from $84,490.00 to $126,713.00, and pay offered will be based on experience and qualifications.

This position is Full-Time, Salaried

This role will have the opportunity to work partially at our campus and remotely

This position is not eligible for H-1B sponsorship at this time.

Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), paid parental leave (up to 4 weeks).