Overview
Summary
Instrumental to patient experience performance improvement for Baptist Medical Group. Assists the performance improvement director in conducting a comprehensive, continuous patient experience improvement program throughout the medical practice. Assists with development of annual goals and improvement plans; analyzes performance on an ongoing basis. Assists with improvement initiatives and activities and reporting to promote survey feedback.
Provides education and training on survey vendor’s system and serves as system administrator managing access. Communicates with diverse populations including executives, operations leaders, physicians, support staff, and vendors. Assists with patient-centered medical home quality program exporting quality measure or other reports from EPIC ambulatory.
Ability to function independently and in a team environment. Demonstrates strong written and verbal communication skills. Works efficiently and has advanced computer, data management, and organization skills including ability to manage large volumes of information. Performs data analysis and general administrative office functions requiring knowledge of healthcare policies and procedures.

Responsibilities

• Extracts data from systems to create, update, or maintain performance reports.
• Monitors onboarding providers/practices and communicates information to the central survey administration team for survey administration.
• Monitors and identifies survey/reporting problems; leads troubleshooting activities with central team to resolve
• Compiles data, manipulates into reports for the director, quality committee, or senior management team; distributes accordingly
• Fulfills internal/external requests for performance data, including developing special reports
• Participates in meetings to educate staff on patient experience performance improvement
• Meets with clinic teams to present performance data, discuss implications for improvement
• Analyzes data, trends and patterns to provide insights for improvement plans
• Identifies areas or locations needing improvement
• Maintains provider/location information for patient experience surveying
• Responds to requests from operational leaders or physicians; provides information or resolves problems
• Maintains strong relationships with internal and external customers by providing excellent service and open communication
• Provides administrative support; occasionally helps with value-based program report updates; performs other duties as assigned

Requirements, Preferences and Experience
Education
Preferred: Masters degree in Health Care, Business Administration, or related field.
Minimum: Bachelors Degree in healthcare administration, Business Admin or business communications or marketing.
Experience
Preferred: Experience in medical practice administration with a focus on quality improvement, process improvement, training, or customer service education.
Minimum: 5 years’ experience in healthcare management, administration, or clinical setting or experience in quality programs, quality improvement, process improvement or related business administration.
Special Skills
Preferred:
Experience in physician practice administration or ambulatory operations with quality programs or customer experience. Experience with Press Ganey or similar platform. Experience with Teams, Zoom or similar platform. Demonstrates advanced level proficiency using Microsoft Excel (such as advanced data analysis, complex formulas, conditional statements, macros, etc.).
Minimum: Microsoft Office applications including Excel, Word, and PowerPoint, plus internet research. Skill and proficiency in oral/written communications and computer skills, proficiency in Excel.
Training
Preferred: EPIC or other electronic medical record system experience is desirable
Minimum: Skill in communicating clearly and effectively, in written, oral and verbal format to achieve high productivity and efficiency. Skill to record information accurately as necessary to perform job duties

• Extracts data from systems to create, update, or maintain performance reports.
• Monitors onboarding providers/practices and communicates information to the central survey administration team for survey administration.
• Monitors and identifies survey/reporting problems; leads troubleshooting activities with central team to resolve
• Compiles data, manipulates into reports for the director, quality committee, or senior management team; distributes accordingly
• Fulfills internal/external requests for performance data, including developing special reports
• Participates in meetings to educate staff on patient experience performance improvement
• Meets with clinic teams to present performance data, discuss implications for improvement
• Analyzes data, trends and patterns to provide insights for improvement plans
• Identifies areas or locations needing improvement
• Maintains provider/location information for patient experience surveying
• Responds to requests from operational leaders or physicians; provides information or resolves problems
• Maintains strong relationships with internal and external customers by providing excellent service and open communication
• Provides administrative support; occasionally helps with value-based program report updates; performs other duties as assigne