Analyst, Patient Experience

2000 16th Street, Denver, Colorado, 80202, United States of America

Patient Experience is the Village’s central voice of the customer team. We work alongside other teams to better understand the experience of our patients and enact changes to improve the quality of their care. Our team focuses on bringing patient perceptions into our strategic business decisions so that all our patients always feel safe, cared about, and respected.

The Strategic Initiatives – Product Analyst will support this broader goal by maintaining and improving our ability to understand and respond to our patients’ direct feedback. The Analyst will work with a diverse team of highly motivated individuals with analytics, change management, innovation, and customer experience expertise. The individual is expected to manage the back end of our customer experience SaaS product, conduct in-depth analyses of the data collected, maintain strong relationships with stakeholders, and provide exceptional support to ensure their success with our platform.  

This role requires the ability to thrive in a fast-paced and highly collaborative environment. A successful individual will be organized, inquisitive, able to balance multiple priorities simultaneously, and a proactive communicator.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Product Management: Maintain and improve the quality of the patient experience platform. Assist the Patient Experient team to develop and deploy various enhancements, including but not limited to:

• Refined user dashboards and reporting tools
• Expansions to new populations or users
• Additional survey moments or questions
• Integrations with other platforms and tools

Project Management:

• Effectively manage time and task completion with minimal support and oversight
• Develop and complete product enhancements and analyses in a timely fashion
• Ability to manage a project plan and integrate across work streams.

Data Analysis:

• Analyze, interpret, and QA data. Develop credible and pragmatic analytical approaches and frameworks to drive enhancements and engagement

• Use data to identify next steps and turn insights into actions
• Demonstrate strong analytical capabilities and build reports, metrics trackers, and dashboards that provide analysis based on project and stakeholder needs

Collaborative Problem Solving and Stakeholder Engagement:

• Engage with users directly to gather feedback, understand pain points, and identify opportunities for improvement.
• Participate in regular meetings and discussions with stakeholders to gather feedback, requirements, and insights on platform usage and performance.

• Facilitate problem-solving sessions with internal teams to address complex customer inquiries or platform-related issues.
• Develop, support, and lead user trainings ahead of enhancements and expansions to the system

Written & Oral Communication / Building Relationships: Build rapport within cross-functional project teams. Be a collaborative and informal influencer.

• Navigate cross-functional relationships effectively
• Present comfortably and compellingly to audiences at varying levels within the Village
• Work closely with teammates and develop strong relationships to inform and drive project outcomes.

EDUCATION AND EXPERIENCE

• Bachelor's degree required
• 0-2 years of relevant experience
• Experience within the SaaS industry or customer experience management preferred but not required

What We’ll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

Applications are accepted on an ongoing basis.

Salary/ Wage Range

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits  

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process.  You will not be penalized for redacting or removing this information.