Position DetailsDepartment: PCH-MAIN | Div-Family Centered Care
Location: Phoenix
Shift: Mon-Fri, Days, 8am-5pm
Category: Professional/Clerical/Admin
Posting #: 1031146
Employee Type: Full-Time
Position SummaryPosting Note: Fully on-site position. 1919 E Thomas Road
Under the supervision of the Manager of Patient & Family Engagement (PFE), this role transforms patient and family experience data - surveys, feedback, comments, program outcomes - into clear stories, insights, and recommendations that inform decisions and drive improvement across Phoenix Children`s. The Senior Patient Experience Analyst partners with clinical, operational, and executive leaders to make the patient experience opportunities easy to understand and act on, connecting data to the work that matters most to patients, families, and the people who care for them. This is a role for a data storyteller and proficient analyst who wants to help improve the health of a generation by enhancing patient and family experiences.
Position Duties - Patient Experience (PX) Analytics & Reporting
a. Analyzes patient and family experience data including surveys, comments, complaints, grievances, and operational experience metrics.
b. Monitors trends, benchmarks, KPIs, and variation over time using statistical and performance improvement methods.
c. Validates data, maintains reporting logic, and supports consistent metric definitions and data governance documentation.
d. Develops and maintains dashboards, scorecards, and recurring reports for executive, operational, and clinical leaders.
e. Initiates ad hoc analysis based on trends, anomalies and knowledge of organization priorities - Data Visualization & Storytelling
a. Meets with and presents patient experience insights to clinical, operational, and administrative leaders.
b. Translates complex data into simple stories, facts, figures, visuals, and recommendations for non-technical audiences.
c. Partners with PFE leadership to create executive-ready reports, presentations, talking points, and summaries.
d. Connects patient and family voice, experience metrics, and improvement priorities to Phoenix Children`s vision to improve the health of a generation. - PX Improvement & Strategy Support
a. Partners with cross-functional groups to identify improvement opportunities and evaluate the impact of patient experience interventions.
b. Collaborates with quality, patient safety, engagement, finance and other enterprise teams to identify correlations between patient experience and other clinical and operational
c. Responds to business and operational questions with data-driven insights - Customer Success
a. Collaborates with Impact Coordinator on grant, donor-funded, and impact-reporting needs.
b. Provides guidance to leaders and teams on how to interpret patient experience dashboards and reports.
c. Partners with internal teams to improve data accuracy, report access, dashboard usability, and reporting processes.
d. Serves as liaison to vendor platforms that provide patient satisfaction data and reporting. - Performs miscellaneous job related duties as requested.
