[Remote] Director, Patient Experience Data & Analytics

Note: The job is a remote job and is open to candidates in USA. Emerus Holdings, Inc. is the leader in small-format hospitals, partnering with health systems to provide individualized care in local neighborhoods. The Director, Patient Experience Data & Analytics is responsible for transforming patient experience data into actionable insights, overseeing data lifecycle management, and ensuring compliance with regulatory requirements.

Responsibilities

• Direct regulatory patient experience data and survey operations, including vendor coordination, survey governance, data validation, CMS HCAHPS readiness, and compliance with CMS survey reporting requirements
• Lead production and validation of daily, weekly, monthly, and quarterly survey data submissions for performance and CMS HCAHPS reporting, ensuring consistent and successful delivery of data
• Design and implement technical tracking systems for submission status, error logs, deadlines, and CMS feedback to ensure timely, compliant survey data transmissions. Partner with the survey vendor to streamline and automate workflows, improving efficiency and reducing CMS HCAHPS program risk
• Partner with IT, Data Engineering, Clinical Informatics, and ETL teams to standardize technical survey data architecture, workflows, and data feeds, ensuring strong configuration management, error remediation, and enterprise data integrity. Serve as an SME on coding changes, EHR and registration workflows, and systems impacting survey data
• Manage CMS-required and vendor-required audits, including validation of missing discharge dates, delayed submissions, reporting failures, eligibility discrepancies, and compliance correction. Ensure alignment with CMS HCAHPS and vendor specifications and requirements. Partner with corporate departments to remediate for successful and accurate reporting
• Support configuration and implementation of new survey programs for new hospital openings, partnering with corporate departments such as EPMO, Marketing, etc., and coordinating with survey vendor for testing and certifying data file formats and SFTP
• Develop and maintain technical documentation, data dictionary, and standardized operating procedures (SOPs) covering data flows, system configurations, encounter mapping, CMS survey requirements, and system discharge data processes to ensure accurate eligibility assessment, coding validation, data submission, and issue resolution
• Lead enterprise and market-level analytics, identifying performance trends, variation, emerging patient dissatisfaction patterns, and priority improvement areas; translate findings into actionable insights and strategic recommendations for executive, operational, and clinical leadership, integrating patient comments, brand/reputation data, and operational metrics
• Design and implement predictive analytic approaches to identify early indicators of patient dissatisfaction, service breakdown trends, and high reliability opportunities, partnering with leaders to analyze and interpret data insights
• Lead daily/monthly/quarterly survey data reporting supporting board of directors, executives, and markets providing leadership visibility into gap to goals, improvement opportunities and variation impacting loyalty
• Upload daily performance scores data to enterprise reporting platforms (i.e., PowerBI) with direct governance of data dashboards, ensuring data refresh reliability and data reporting accuracy
• Administer and optimize patient experience survey vendor platform to support organizational and market standardized and custom data reporting, dashboards, queries, and analyses
• Manage survey vendor platform governance and user access, including permissions, data security standards, account administration, and coordination with IT and vendor partners
• Develop standardized enterprise data reporting mechanisms to support consistent KPI measurement, transparency, and accountability across the organization
• Design and maintain internal automated patient experience dashboards and self-service reporting tools that improve leader accessibility, usability, and real-time visibility of performance metrics and scores
• Lead organizational training and adoption efforts related to patient experience analytics tools, reporting, and platforms, including education for leaders and teams on dashboard utilization, data interpretation, and other capabilities
• Attend staff meetings or other company sponsored or mandated meetings as required
• Perform additional duties as assigned
• Ability to work off-hours and on call when required

Skills

• Bachelor's degree in Data Analytics, Healthcare Informatics, Healthcare Data Science or related field required
• 8-10 years of progressive experience in Healthcare data analytics and insights (SQL and data extraction from systems, file formatting, SFTP, data modeling, Press Ganey survey platform, strong understanding of EHR Data structure, DRG coding and hospital discharge data structures)
• 8-10 years of progressive experience in Data engineering, data governance, or data management
• 8-10 years of progressive experience in Patient experience analytics and survey/regulatory reporting (e.g., HCAHPS, CAHPS, Press Ganey)
• 8-10 years of progressive experience in demonstrated experience leading enterprise analytics initiatives and cross-functional projects
• Master's degree in Healthcare Management, Data Analytics, Healthcare Informatics, Healthcare Data Science or related field

Company Overview