UCSD Layoff from Career Appointment: Apply by 08/10/2020 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 08/19/2020. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Involves analysis of 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. Works with business and/or clinical units to understand and prioritize data and information requirements. 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 incumbent 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 incumbent 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 incumbent is the primary Health System contact for using patient satisfaction scores to analyze data and determine if organization-wide and individual departmental patient satisfaction goal requirements have been met, and to identify performance improvement opportunities. Reports to the Director of Patient Engagement and Experience Strategy 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 department. Responsible for ensuring HIPAA compliance for the database and department activities. Performs other related duties as required.
Bachelor's Degree in business administration or related area and / or equivalent experience / training.
A minimum of (3+) three or more years of relevant experience.
Thorough knowledge of business intelligence functions, analytics, industry standards and best practices.
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 with Press Ganey 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.
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