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A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

As part of the Quality Analytics team, lead Michigan Medicine's efforts to measure patient experience and, employee and physician engagement. Establish and maintain survey programs to collect patient, employee, faculty, and referring physician engagement data in support of organizational goals and to meet regulatory requirements. Convert voice of the customer data into actionable knowledge and business intelligence insights driving understanding and performance improvement throughout the organization. Establish and maintain survey programs to collect feedback from patients about their satisfaction with the healthcare experience and to identify opportunities for improvement across many dimensions of service and care. Support areas throughout the organization in their efforts to measure and understand the patient experience and help them identify opportunities to improve performance. Work closely with key As part of the Quality Analytics team, the manager position for the Surveys Group leads Michigan Medicine's efforts to measure patient experience and, employee and physician engagement. The manager will lead a team of analysts to establish and maintain survey programs that collect patient, employee, faculty, and referring physician engagement data in support of organizational goals and to meet regulatory requirements. The team works to convert voice of the customer data into actionable knowledge and business insights while supporting performance improvement efforts throughout the organization. The manager will guide the team in the use of survey analytics and business intelligence reporting to distribute results and identify opportunities for improvement across many dimensions of service and engagement. This role will support areas throughout the clinical enterprise with their unique measurement challenges and help those areas understand their patient and employee experience. This role will work frequently with key stakeholders including physicians, nursing staff, administrators and other health system departments in this effort. Working within the larger quality analytics team, this role will help create the technical and analytic infrastructure to store, analyze and distribute survey data both independently and in conjunction with other quality of care indicators throughout Michigan Medicine. The manager will maintain collaborative team-focused relationships with support, clinical and administrative staff within Michigan Medicine and external agencies as appropriate. This position will provide instruction and direction to Surveys Group team members and is directly responsible to the Administrative director of Quality Analytics.

Responsibilities*

Designs and develops survey programs to ensure patient and employee engagement data is collected, within technical, legal and established budget constraints either independently or with the support of a vendor. Manages team members in the Surveys Group, taking responsibility for the hiring and development of all team members. Communicates the results of survey programs to the larger organization and gives analytic insights to facilitate understanding and help drive change. Utilizes analytics and business intelligence tools to produce data products for all areas of the organization. Establishes and maintains data exchange and transfer functions between UMHS and vendors to support surveying efforts and downstream analytics. Provides support and guidance to team members to ensure task completion and high quality product delivery in areas involving surveying and voice of the customer measurement. Guides and orients new and/or junior staff involved in surveying efforts.

Works with other resources in quality analytics to develop reporting and data delivery tools used by the larger organization. Produces plans, updates and other documentation to outline progress and successes in survey work. Tracks major internal changes and initiatives that may affect patient or employee engagement efforts and helps to assess the impact of such changes. Understands and tracks healthcare regulatory changes impacting organizational requirements surrounding patient engagement measurement. Ensures that all necessary programs and measurement work comply with regulatory requirements. Follows all appropriate security and compliance guidelines to safeguard data assets and protected health information (PHI).

Builds relationships with various constituents both clinical and technical to ensure survey project success (e.g., HR, PFCC, MiChart staff, unit and department clinical leaders). Listens, observes, and identifies opportunities for improvement in voice of the customer measurement and survey data collection. Works with purchasing and other stakeholders to evaluate and maintain vendor contracts, updating and renewing contracts as needed for program development.

Designs or creates training and other communication tools related to assigned activities and department needs. Represents Michigan Medicine in industry and other settings. Acts as subject matter expert in survey data analytics.
 
Other duties as assigned.

Required Qualifications*

  • Bachelor’s degree in related field
  • At least 5 years of experience in managing healthcare projects
  • Experience managing junior analysts
  • Excellent collaboration, interpersonal, meeting facilitation, presentation, written, listening, and verbal communication skills
  • Report production and business intelligence tool experience
  • Strong understanding of survey research methodology
  • Familiarity with basic data storage and analysis techniques
  • Strong customer service skills
  • Excellent analytical and problem-solving ability
  • Excellent organizational skills and attention to detail
  • Flexibility to adapt to a changing environment

Desired Qualifications*

  • Graduate Degree in business, technical or healthcare related field
  • Experience working with healthcare surveying projects and teams
  • Experience with patient satisfaction programs
  • Experience with reporting tools (e.g., Excel, Tableau, MS Access)
  • Understanding of healthcare programs such as Value Based Purchasing, CAHPS, PCMH, Magnet
  • Experience with Process Improvement methods such as PDCA, Lean, etc

Work Locations

2101 Commonwealth Blvd, Ste. A

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.