Patient Experience Analyst

Department: Patient Safety

Shift: Day

Working Hours: 8A-430P

Summary:
The Patient Experience Analyst (PEA) is responsible for the day-to-day receiving, cataloging, and assigning follow-
up items discovered from patient feedback concerning healthcare services provided through the patient safety
advocacy phone line, emails, and other modes of communication available to patients and families. Assists in
managing patient feedback systems, organizing surveys, and compiling data for analysis. Collaborates with team
members to implement patient experience improvement initiatives. The PEA supports the broader Patient Safety
and Patient Experience initiatives at Baptist Health by seeking to improve processes that impact safety and
experience as assigned by the System Director of Patient Safety. It is an entry-level position responsible for
providing administrative support to the Patient Experience team.

Other information:
● Education:
○ Bachelor's degree from an accredited college or university required.
● Knowledge/Skills:
○ Must demonstrate critical thinking skills and ability to analyze customer feedback information.
○ Above Average competency in computer programs such as Microsoft, Google Docs, etc.
○ Above Average Verbal (Heavy Public Contact); Exceptional Verbal (e.g., Public Speaking);
● Professional Licensing Requirements:
○ No licenses required, but preferred
● Experience:
○ Strong organizational and communication skills.
○ Experience in customer service or healthcare administration is a plus.

This job will be authorized 0.00 hours bi-weekly.