Patient Services Insights – Operations & Analytics Support

Role Overview

The Patient Services Insights team is seeking a highly organized, analytical professional to support the day-to-day operations of patient feedback and insights programs. This role will help ensure patient feedback and analytics capabilities operate efficiently, consistently, and compliantly while enabling the team to deliver actionable insights that improve the patient experience.

This is an operations and coordination-focused role rather than a senior strategy position. The ideal candidate can manage processes, coordinate across stakeholders, work with data and analytics platforms, and keep multiple insights initiatives moving forward.

Key Responsibilities

• Support the ongoing operation and governance of patient feedback, speech analytics, and patient insights programs.
• Coordinate activities across Patient Services, analytics, technology, vendors, compliance, and other cross-functional stakeholders.
• Manage recurring operational processes, timelines, deliverables, dependencies, and follow-ups.
• Support patient feedback platforms and analytics tools, ensuring processes are executed consistently and issues are identified and resolved.
• Help improve workflows and operating procedures to make insights processes more efficient and scalable.
• Coordinate the collection, organization, and delivery of patient feedback and analytics data.
• Support reporting and analysis that turns patient feedback into clear, actionable business insights.
• Maintain documentation, governance processes, trackers, and operating procedures.
• Identify operational gaps, risks, and process improvement opportunities and help drive them through resolution.
• Ensure insights activities follow appropriate compliance, privacy, and governance requirements.

Ideal Background

• Approximately 2–5 years of experience in operations, analytics, project coordination, business operations, or a related role.
• Experience within pharmaceuticals, biotech, healthcare, patient services, or another regulated environment strongly preferred.
• Exposure to patient experience, customer feedback, Voice of Customer, call-center analytics, speech analytics, or insights operations is a plus.
• Strong organizational and project coordination skills with the ability to manage multiple activities simultaneously.
• Comfortable working with data, reporting, analytics platforms, and operational processes.
• Strong communication and stakeholder management skills.
• Detail-oriented, proactive, and comfortable following up with stakeholders to keep work moving.
• Ability to translate data and feedback into clear takeaways for business stakeholders.