Analyst, Patient Experience and Retention

DaVita Medical Group - El Segundo, CA3.3

Full-time
EducationSkills
OVERVIEW OF POSITION:
The Patient Experience and Retention team is responsible for driving high impact, market-wide efforts to improve our patients’ experience inside and outside of the clinic, thereby promoting greater member retention, positive word of mouth and overall business growth. Key priorities for the team include: building a patient-centered service culture (“Commit to Care”), clinician communication training and coaching, site-level patient experience action planning, new member onboarding, and overall metric reporting and management process.

The Analyst, Patient Experience and Retention will support these efforts by owning core reporting and analyses, including communication on progress to senior leadership, as well as contributing to the design and management/implementation of key projects. Sample projects:

Planning logistics for “Commit to Care Day,” where executives visit clinics and corporate functions to discuss our patient-centered service culture
Support site-based patient experience “deep dives” – including reviewing key themes and opportunities for improvement and driving ongoing project management
Analyze patient attrition data to understand hotspots and determine appropriate interventions
This is an operations strategy role with a strong bias for action. The ideal candidate will be:

A problem solver, leveraging hypothesis-driven analysis and critical thinking skills to define solutions
A project manager who can be accountable for the overall execution of modules within core workstreams
A strong communicator, able to empathize with different audiences and create clear, compelling communications
Excited by our core values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun
Through her/his work, the Analyst will gain a strong understanding of the business and significant exposure to senior leaders and multiple central corporate functions and operations stakeholders, making it an excellent launch pad for growth within HealthCare Partners.

  • Candidates must be okay with local travel up to 40%
QUALIFICATIONS:
Top-tier undergraduate degree; Master’s degree in Health Care Administration or related field a plus
1-3 years of experience in top tier management consulting, corporate strategy or health care role

KNOWLEDGE, SKILLS, ABILITIES:
Strong overall athlete who is adaptable and has an ability to have impact across a range of functions and disciplines
Outstanding conceptual, analytical and problem solving skills
Strong sense of accountability; passion for owning projects and driving them to completion
Emotional intelligence – self and social awareness, and self and relationship management skills
Team player excited to contribute to the overall culture and able to effectively collaborate with others in the immediate team and across functions
Strong verbal and written communications, including presentation skills
Ability to effectively drive multiple projects
Ambitious and pro-active with the drive to “get stuff done”
Keen understanding and passion for healthcare