Sr Patient Experience Analyst

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Position Details

Department: PCH-MAIN | Div-Family Centered Care
Location: Phoenix
Shift: Mon-Fri, Days, 8am-5pm
Category: Professional/Clerical/Admin
Posting #: 1031146
Employee Type: Full-Time

Position Summary

Under the supervision of the Manager of Patient & Family Engagement (PFE), this role transforms patient and family experience data — surveys, feedback, comments, program outcomes — into clear stories, insights, and recommendations that inform decisions and drive improvement across Phoenix Children`s. The Senior Patient Experience Analyst partners with clinical, operational, and executive leaders to make the patient experience opportunities easy to understand and act on, connecting data to the work that matters most to patients, families, and the people who care for them. This is a role for a data storyteller and proficient analyst who wants to help improve the health of a generation by enhancing patient and family experiences.

Position Duties

  • Patient Experience (PX) Analytics & Reporting
    a. Analyzes patient and family experience data including surveys, comments, complaints, grievances, and operational experience metrics.
    b. Monitors trends, benchmarks, KPIs, and variation over time using statistical and performance improvement methods.
    c. Validates data, maintains reporting logic, and supports consistent metric definitions and data governance documentation.
    d. Develops and maintains dashboards, scorecards, and recurring reports for executive, operational, and clinical leaders.
    e. Initiates ad hoc analysis based on trends, anomalies and knowledge of organization priorities
  • Data Visualization & Storytelling
    a. Meets with and presents patient experience insights to clinical, operational, and administrative leaders.
    b. Translates complex data into simple stories, facts, figures, visuals, and recommendations for non-technical audiences.
    c. Partners with PFE leadership to create executive-ready reports, presentations, talking points, and summaries.
    d. Connects patient and family voice, experience metrics, and improvement priorities to Phoenix Children`s vision to improve the health of a generation.
  • PX Improvement & Strategy Support
    a. Partners with cross-functional groups to identify improvement opportunities and evaluate the impact of patient experience interventions.
    b. Collaborates with quality, patient safety, engagement, finance and other enterprise teams to identify correlations between patient experience and other clinical and operational
    c. Responds to business and operational questions with data-driven insights
  • Customer Success
    a. Collaborates with Impact Coordinator on grant, donor-funded, and impact-reporting needs.
    b. Provides guidance to leaders and teams on how to interpret patient experience dashboards and reports.
    c. Partners with internal teams to improve data accuracy, report access, dashboard usability, and reporting processes.
    d. Serves as liaison to vendor platforms that provide patient satisfaction data and reporting.
  • Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

  • Offering the most comprehensive care across ages, communities and specialties
  • Investing in innovative research, including emerging treatments, tools and technologies
  • Advancing education and training to shape the next generation of clinical leaders
  • Advocating for the health and well-being of children and families
Values
  • We place children and families at the center of all we do
  • We deliver exceptional care, every day and in every way
  • We collaborate with colleagues, partners and communities to amplify our impact
  • We set the standards of pediatric healthcare today, and innovate for the future
  • We are accountable for making the highest quality care accessible and affordable

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Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.

Education

 Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement?
1. Bachelors degree in Data Science, Data Analytics, Statistics, Public Health or related field
Required

Experience

 Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement?
1. Three (3) or more years of experience in healthcare analytics, business intelligence, patient experience, quality improvement, or operational analysis.
Required
2. Experience developing dashboards, scorecards, executive summaries, or presentations for senior leaders.
Required
3. Experience with data visualization or business intelligence tools such as Power BI, Tableau & Excel.
Required
4. Experience with SQL or statistical analysis tools.
Preferred
5. Experience with patient experience survey platforms such as NRC Health, Press Ganey, or Qualtrics
Preferred
6. Pediatric healthcare experience.
Preferred

Special Skills

 Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement?
1. Ability to define problems, collect data, identify trends, and draw valid conclusions.
Required
2. Ability to translate complex information into simple stories, facts, figures, visuals, and recommendations.
Required
3. Strong presentation skills with the ability to communicate effectively with enterprise leaders and diverse audiences.
Required
4. Strong written communication skills and ability to prepare concise executive-ready reports.
Required
5. Knowledge of patient and family-centered care, patient experience, and healthcare operations.
Preferred

Additional Requirements

 Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement?
1. Lean Six Sigma Process Improvement Certification
Preferred
2. Project Management Professional
Preferred

Physical Requirements & Occupational Exposure/Risk Potential

1. Physical Requirement - Climbing - Occasionally
2. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) - Occasionally
3. Physical Requirement - Hearing - Constantly
4. Physical Requirement - Reaching - Occasionally
5. Physical Requirement - Sitting - Frequently
6. Physical Requirement - Standing - Frequently
7. Physical Requirement - Stooping/crouching/kneeling/crawling - Occasionally
8. Physical Requirement - Talking - Constantly
9. Physical Requirement - Walking - Occasionally
10. Physical Requirement - Near Vision - Constantly
11. Physical Requirement - Far Vision - Occasionally
12. Physical Requirement - Color Discrimination - Constantly
13. Physical Requirement - Use of keyboard, mouse and/or computer equipment - Constantly
14. Physical Requirement - Lift up to 35 pounds without assistance - Occasionally
15. Occupational Exposure/Risk Potential - Inside office environment - Applicable
16. Occupational Exposure/Risk Potential - Extreme noise levels - Applicable
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply