Consumer Experience Analyst
Sentara Health
Job Overview
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Job Description
Overview
As a Consumer Experience Analyst at Sentara Health, you will improve the healthcare and health plan experience. You will map consumer journeys, identify pain points, and collaborate to pilot solutions across care delivery and health plan experiences.
Responsibilities
- Coordinate and conduct stakeholder interviews with health plan and care delivery experts.
- Document and refine patient and member journey maps and service blueprints.
- Identify journey pain points and ideate solutions with cross-functional teams.
- Support execution of selected pilot solutions tied to journey improvements.
- Collect and synthesize journey data points including CSAT, CES, NPS, and KPIs.
- Prepare summaries, insights, and readouts for journey working sessions.
Preferred Qualifications
- 2-4 years of relevant experience within healthcare, managed care, or related industries.
- Familiarity with healthcare delivery and health plan operations.
- Working knowledge of consumer experience principles including journey mapping, service design, and UX research.
- Strong synthesis, written, and oral communication skills.
- Comfortable working in cross-functional environments.
Work Arrangement & Location
A hybrid work schedule at 1300 Sentara Park is preferred with possibilities for remote opportunities. Primary location: Virginia Beach, VA. Remote roles available in several states.
Education & Experience
Bachelor's Degree required along with 2-4 years of relevant experience in healthcare or related industries.
Benefits
- Medical, Dental, and Vision plans
- Adoption, Fertility and Surrogacy Reimbursement
- Paid Time Off, Sick Leave, and Parental & Family Caregiver Leave
- Emergency Backup Care and Disability plans
- Life Insurance and 401k/403B with Employer Match
- Tuition Assistance and Student Debt Pay Down
- Reimbursement for certifications and access to CEUs
- Bonus eligibility based on established criteria
Key skills/competency
- Consumer Experience
- Journey Mapping
- Stakeholder Interviews
- Service Design
- UX Research
- Data Synthesis
- Healthcare
- Communication
- Cross-functional Collaboration
- Process Improvement
How to Get Hired at Sentara Health
- Research Sentara Health's culture: Study their mission, values, and employee testimonials.
- Customize your resume: Emphasize healthcare experience and journey mapping.
- Highlight relevant skills: Focus on consumer experience and data synthesis.
- Prepare for interviews: Review case studies on healthcare improvements.
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