Hoag Experience Specialist

Position: Hoag Experience Specialist
Location: Newport Beach, CA 92663
Duration – 5+ months
Job Code - 516741


·         3 years experience in analyzing and reporting data in order to identify issues, trends or exceptions to drive improvements (REQUIRED)
·         High level of knowledge in Windows applications – Excel, Access, Word, Visio and PowerPoint (REQUIRED)
·         Master’s degree in applicable field or equivalent qualification (Desired)
·         Experience working with Press Ganey, HCAHPS and CG-CAHPS (Desired)
·         Working knowledge of common data integration, business intelligence, reporting, database, MDM, OLAP and other data management tools and methodologies (Desired)
 
The Hoag Experience Specialist is focused on patient experience measurement and trend analysis, including data integrity and interpretation of data.  This role acts as the subject matter expert and communicates and identifies key impact or decision-making points based on objective data.  With a thorough knowledge of patient satisfaction survey standards, reporting requirements and regional and national benchmarks, serves as the department’s data intelligence expert to help identify trends, build organization-wide accountability and create transparency for key performance indicators.
 
As a critical team member, this role works collaboratively with the entire Hoag Experience team to translate concepts into actionable approaches and execute programs and tactics that leverage a culture with renowned clinical excellence and brand loyalty in order to achieve top decile in patient satisfaction survey results and other experience-related key performance indicators. 
 
·         25% Press Ganey Survey Administration
·         Liaison to PG for existing and new patient experience surveys
·         Setup
·         Customize surveys and cover letters, coordinating with service areas to generate draft and approvals
·         Add new locations or physicians (HMG) to surveys
·         Request customized reports (400+bed)
·         Annual or updated PG resources (benchmarks, etc.)                            
·         Accurately correlate service codes between locations
·         Monitor go-live of surveys to ensure changes did not affect responses and/or gathering responses
·         Changes Modify/Add/Remove customized questions on each type of survey
·         Troubleshooting and Education
·         Manage comments received attached to surveys with some requiring Patient Relations
·         Manage requests regarding attribution of patient questions to service areas
·         Manage request to educate staff regarding surveys
·         Data integrity monitoring
·         Monitor, research and resolve problems related to errors in surveying (i.e. Rehab and COTC surveys dropped in December, back end coding failed)
·         Monitor response rates to ensure thresholds met
·         Work to maximize survey responses for low volume areas (i.e. Rehab- reoccurring service areas have low volume. Continual evaluation: are we surveying in most efficient way.
·         Monitor and service line attribution of comments and scores
·         CMS Compliance (upcoming changes, audits, etc.)
·         Transitioning to additional CAHPS surveys as regulations change.  Anticipate all the services (not just inpatient and MD offices) will over time have their own CAHPS surveys.  Significant work in changing question format, educating users and interpreting new findings with historical data with different questions
·         Coordinate with Heritage – HMG/UC
·         Liaison with Heritage Survey Management
·         Reporting team for HMG and UC
·         Liaison for metric/data requests from internal systems (GetWell, Critical Alert, HRIS, Patient Relations, etc.)
·         15% Non-Press Ganey Custom Surveys
·         Survey Monkey
·         Real-time feedback
·         Custom Questionnaires
·         Discovery to grow capabilities
·         35% PX Data Intelligence
·         Trends
·         Contributing factors (other initiatives that could be impacting, organizational climate)
·         Historical context
·         SME for objective data to prioritize departmental efforts
·         Initiative KPIs
·         Industry comparisons/benchmarks
·         Data visualizations
·         25% Event Coordinator
·         Scheduling
·         Attendee registration
·         Attendance tracking
·         Room logistics
·         Collateral



Thanks & Regards,
 
Venkatesh Aithal
Sr. Technical Recruiter
APN Software Services, Inc
39899 Balentine Drive, Suite 385, Newark , CA 94560
venkatesh@apninc.com  // www.apninc.com

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