Memorial Hermann Health System · 4 days ago
Sr. Consumer Experience Analytics (Program Manager)
Houston, TX
Full-time
Hybrid
Mid, Senior Level
3+ years expMemorial Hermann Health System is dedicated to delivering high quality, efficient care while creating exceptional experiences for every member of the community. The Sr. Consumer Experience Analytics Program Manager is responsible for conducting complex analysis and interpretation of data to enhance consumer experience KPIs and manage data reporting across various organizational levels.
Health CareNon Profit
Responsibilities
Performs complex analysis and interpretation of consumer feedback data
Provide guidance to leadership on areas of opportunity and identify key drivers that will provide a targeted focus on consumer experience improvement efforts
Assist in the development of and implementation of process improvement strategies
Develops trend analysis reports that monitor key performance indicators and compares them to internal and external benchmarks. Incumbent uses this data to assist leadership in decision-making, planning and implementing performance improvement strategies
Ensures data integrity/accuracy and consistent reporting for the system
Partners and collaborates closely with vendor, data teams, ISD teams, CEMs and field leaders regularly to drive satisfaction of consumers and patients/families
Assists in leading medium or large projects, under the supervision of the Manager
Assumes responsibility for the success of assigned projects or portions of projects
Maintains familiarity with CMS and government reporting regulations to ensure there is system compliance with governing bodies
Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues
Other duties as assigned
Qualification
Required
Bachelor's degree required in Healthcare Administration, Business Administration, Health Science, Math, Statistics, Business Intelligence, Marketing or Engineering
Minimum three (3) to five (5) years of experience in healthcare, administration, data analytics, survey methodologies, consumer experience programs, and/or voice of the customer data preferably in healthcare with emphasis on data analytics/interpretation
Strong background in data science and analytics
Experience with project management
Skilled in data extraction, analysis, and visualization
Proficiency in Epic Analytics and programming language, such as, R, Python, and Sigma
Experience managing and maintaining dashboards and reports
Understanding of data engineering and ETL processes
Proven ability to translate data into actionable insights that improve consumer experience
Excellent communication, presentation and collaboration skills
Strong time management with ability to triage and prioritize multiple requests
Able to work across multiple campuses and partner effectively with leaders
Ability to provide complex analytical interpretation on data analyses trends, summaries and key measures
Demonstrated pattern of growth in ability to lead others
Ability to self direct work and prioritize based on meeting necessary timelines
Excellent oral and written communication skills
Excellent analytical, research, technical and problem-solving skills
Planning and organizational skills with the ability to handle multiple tasks and/or projects at one time
Demonstrates compassion, courage, credibility and commitment to community
Preferred
Master's in Business or Health Management
Project management experience strongly desired
Experience with third party consumer experience surveying platforms is a plus
Experience designing, developing, and innovating data visualization dashboards
Experience/familiarity with CAHPS, Vizient, and Value-Based Purchasing is a plus
Familiarity with CMS and interpretation of written government reporting regulations is a plus
Company
Memorial Hermann Health System
Advancing Health. Personalizing Care.
10001+ employees
H1B Sponsorship
Memorial Hermann Health System has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (6)
2023 (11)
2022 (6)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$5MKey Investors
The John M. O'Quinn FoundationBlue Cross and Blue Shield of Texas
2022-08-02Grant· $5M
2022-07-07Grant
Leadership Team
Michael Roussos
SVP, President of Academic Hospitals and CEO, Memorial Hermann-Texas Medical Center Campus
David Wong, MD
Director, Virtual Health Product Management
Recent News
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