Digital Health Customer Experience Analyst

Work You’ll Do:

As a Digital Health Analyst, you will join a dynamic team working on diverse and meaningful initiatives to help healthcare leaders make informed business decisions and effectively leverage technology to improve patient care and business outcomes.

About Impact Advisors:

We deliver Best in KLAS analytics, advisory, implementation and optimization solutions to healthcare organizations. At Impact Advisors, we are committed to exceeding our clients’ expectations. We are a nationally recognized partner to many of the nation’s top healthcare organizations. Our commitment to patient-centered, value-driven outcomes has earned us some of the industry’s most prestigious awards. Please visit our website at www.impact-advisors.com for additional information.

We are seeking a Digital Health Customer Experience Analyst to join our team by May 22, 2023. You will work with the Impact technology and analytics team on digital health strategy and delivery initiatives. You will be responsible for gathering and analyzing healthcare data related to user behavior, preferences, and feedback, and using those insights to improve the overall user experience. As trusted advisors to healthcare leaders, Impact helps our clients with strategy, planning and delivery of digital health products. We provide advisory services to help healthcare organizations understand the needs and preferences of healthcare consumers, analyze customer feedback, and work closely with cross-functional teams to deliver exceptional customer experiences across digital touchpoints.

Responsibilities:

• Collaborate with and support product & project managers, designers, SMEs and data analytics team to define and prioritize customer experience enhancements across our digital products and platforms.
• Gather and analyze customer feedback from various sources, such as surveys, social media, support tickets, and usability testing, to identify areas for improvement and generate actionable insights.
• Create and maintain documentation of healthcare data and user experience insights and recommendations
• Analyze healthcare data sets to identify trends, patterns, and opportunities for improving user experience
• Help develop a framework for competitive analysis to stay up-to-date with industry trends and best practices, and incorporate insights into our customer experience strategy.
• Prepare and present analysis and recommendations to senior management, highlighting key findings, trends, and opportunities for improvement.
• Conduct user testing and iterate on design concepts based on feedback and healthcare and customer data insights
• Monitor and track customer experience metrics, such as NPS, CSAT, and usability metrics, to evaluate the success of implemented changes and ensure continuous improvement.
• Work with a consultative mindset—Listen to understand. Be curious, enterprising, empathetic and versatile. Encourage and exercise both pragmatic and innovative thinking. Consistently demonstrate good judgment, discretion and determination.
• Develop user personas, customer journey maps, and experience maps to help the team better understand customer needs and behaviors, as well as identify gaps and opportunities for improvement.
• Communicate insights and recommendations to stakeholders in clear, concise, and actionable ways

Qualifications:

• Bachelor's degree in analytics, business, computer science, data science, healthcare administration or public health, statistics, or related field.
• Demonstrable project support experience, i.e, leading slide work, crafting deliverables, generating and managing meeting notes
• User/Customer Experience background or education
• 1-3 years of work experience in a related role or industry

Preferred Experience:

• Subject Matter Knowledge---Customer/User Experience, CRM, Digital Health IT Operations, Strategy or Transformation
• Strong educational or experiential foundation in intersection between healthcare, business, and technology
• Work experience in Healthcare IT, business consulting and/or UX roles.

Our People and Culture:

We believe in a caring, fun, honest and autonomous work environment and we recognize that our dedication to our associates drives our success. Our mission to create a Positive Impact fuels our associates to innovate and deliver high value services to our clients.

In healthcare, many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we are committed to cultivating an inclusive work environment. Impact Advisors provides equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status, or any other protected category under federal, state and local law.