Customer Experience Analyst Addison TX Full Time

Job Id
113493
Job Location
Addison, TX
Employment Type
Full Time Regular
Industry
Health Care
Concentra
20191108T230849Z
Overview

From our Dallas corporate headquarters to our clinics, worksites, and mobile locations, Concentra colleagues remain focused on our driving purpose:  to provide superb patient and employer experience by delivering the highest quality healthcare in an efficient, affordable, caring manner. We do this by putting all customers (internal and external) first and by displaying:

  • A healing focus
  • A selfless heart
  • A tireless resolve
Responsibilities

Position Summary

Support to all areas of the business by providing analytics and insights through data science techniques about our customers, centers, markets, prospects and patients.  This position will provide leadership of our employer and patient survey programs.  Reports directly to the Director of Business Analytics.

Job functions and Responsibilities

  • Administer all areas of our patient NPS-based survey feedback program, including:
    • Managing the overall relationship with the vendor (Podium) to ensure program efficacy and conformance to expectations.
    • Oversee requirements gathering, planning and implementation of all survey related issues and changes.
    • Act as the primary point of contact with field operations personnel to answer questions and improve understanding of the program.
    • Develop, maintain and produce meaningful reporting for operational field resources as well as all reporting for C-Level leadership.
  • Administer all areas of our employer NPS-bases survey feedback program, including:
    • Managing the overall relationship with the vendor (SurveyGizmo) to ensure program efficacy and conformance to expectations.
    • Act as the administrator and subject matter expert for online survey creation via SurveyGizmo.
    • Create the needed survey questionnaires and oversee the distribution and tracking of surveys.
    • Develop, maintain and produce all related reporting for the employer survey program.
  • Administer all areas of our On-Site business NPS-based survey program.
    • Managing the overall relationship with the vendor (SurveyGizmo) to ensure program efficacy and conformance to expectations.
    • Act as the administrator and subject matter expert for online survey creation via SurveyGizmo.
    • Create the needed survey questionnaires and oversee the distribution and tracking of surveys.
    • Develop, maintain and produce all related reporting for the employer survey program.
  • Provide analytics and data science to support Real Estate efforts for acquisition targets, de novo centers and center relocations, including:
    • Analyzing geographical data using geo mapping software.
    • Identifying trends and patters present in geographical data and internal revenue/visit data.
    • Using predictive analytics to project visits and revenues for new center locations.
    • Creating digital maps utilizing internal data as well as data from 3rd party data sources.
  • Provide analysis for ad-hoc requests from various business stakeholders, including Sales, Marketing, Operations, Finance and others.
  • Extract, blend and analyze large data sets from various sources to access the effectiveness and accuracy of new data.
  • Use statistical techniques such as: regression analysis, time series analysis, A/B Testing, etc., to internal and external data sources to identify key variables, trends and business drivers that impact our results.
  • Perform trending analysis and predictive analytics on both internal and external data sources.
  • Effectively visualize analytics results, and clearly communicate findings.
  • Create repeatable processes to support recurring reporting and analytics needs.
  • Compile and analyze customer experience data for all levels of management to assess customer satisfaction ratings.
  • Organize baseline data & analyze - report on service delivery inconsistencies and identify opportunities to optimize operational processes that improve customer experience ratings.
Qualifications

Education/credentials

  • 4-year Bachelors degree.
  • Experience with MS Excel, SQL, OLAP Cubes, Maptitude, and Alteryx are preferred.

Working conditions/physical demands

This position will be based in an office environment and will require physical demands consistent with other office professionals

Benefits
  • 401(k) with Employer Match
  • Medical/Vision/Prescription/Dental Plans
  • Life Insurance/Disability
  • Paid Time Off/Holidays
  • Colleague Referral Bonus Program   

This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.

 

Concentra is an Equal Opportunity Employer, including disability/veterans 



We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, sexual orientation, gender identity, disability or medical or veteran status in accordance with federal law. In addition, Concentra Inc. complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities.

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