Senior Customer Experience Analyst – Data‑Driven Insights & Patient Outcomes Champion for brighthush Healthcare

About brighthush and the Opportunity

brighthush is a forward‑thinking healthcare organization dedicated to transforming the way children and families experience care. With a network of state‑of‑the‑art hospitals and community programs, we are committed to delivering compassionate, evidence‑based services that improve health outcomes and enhance the overall patient journey. Our culture is built on collaboration, continuous learning, and a relentless focus on quality—values that resonate deeply with our employees and the families we serve.

As a Senior Customer Experience Analyst, you will become a pivotal member of our data science and quality improvement teams. Your analytical expertise will help shape best practices across all brighthush hospital sites, ensuring that every patient and family receives the highest standard of care. This role is fully remote, allowing you to work from a secure home office while staying connected to a vibrant, mission‑driven team.

Key Responsibilities

• Patient Journey Analytics: Conduct comprehensive discharge and after‑care communication calls with guardians across all brighthush hospital sites, capturing qualitative insights that inform service enhancements.
• Data Collection & Management: Gather, organize, and analyze patient care and outcomes data from Care Calls, Electronic Health Record (EHR) systems, and other sources. Ensure data integrity and confidentiality at every stage.
• Reporting & Presentation: Translate complex datasets into clear, actionable insights. Present findings through video conferences, in‑person meetings, and detailed dashboards that guide clinical excellence.
• Qualtrics Administration: Manage data input, survey design, and evaluation within Qualtrics, ensuring that feedback mechanisms are robust, user‑friendly, and aligned with organizational goals.
• Cross‑Functional Collaboration: Partner with clinical, operations, IT, and quality improvement departments to develop enhanced monitoring systems and data collection methods that drive continuous improvement.
• Performance Improvement Initiatives: Participate in strategic projects that evaluate the implementation of best practices, measuring impact on patient outcomes and satisfaction.
• Secure Home Office Environment: Maintain a professional, secure workspace that protects proprietary company and patient information, adhering to all privacy regulations.

Essential Qualifications

• Minimum age of 20 years.
• Bachelor’s Degree from an accredited institution in Data Science, Computer Science, Social Services, Psychology, Management Information Systems, or a related field.
• At least one year of experience in data collection, organization, and evaluation within a healthcare or research setting.
• Valid driver’s license and auto insurance (required for occasional on‑site visits).
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Strong analytical, time‑management, and problem‑solving skills.
• Excellent written and verbal communication in English, capable of conducting official business and presenting complex information to diverse audiences.

Preferred Experience & Skills

• Knowledge of child psychiatric care systems and related regulatory frameworks.
• Hands‑on experience with Electronic Health Record (EHR) programs such as Epic, Cerner, or Meditech.
• Familiarity with survey platforms like Qualtrics, SurveyMonkey, or similar tools.
• Experience in performance improvement, quality assurance, or patient experience research.
• Advanced data visualization skills using tools such as Tableau, Power BI, or Qlik.
• Statistical analysis proficiency (SPSS, SAS, R, or Python).

Core Competencies for Success

• Customer‑Centric Mindset: A genuine passion for improving patient outcomes and fostering a culture of empathy and authenticity.
• Data Storytelling: Ability to translate raw numbers into compelling narratives that influence decision‑making.
• Collaboration & Influence: Proven track record of working effectively across multidisciplinary teams and influencing stakeholders.
• Adaptability: Comfortable navigating a fast‑paced environment with evolving priorities and technologies.
• Integrity & Confidentiality: Commitment to upholding the highest standards of data privacy and ethical conduct.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Customer Experience Analyst, you will:

• Lead cross‑functional projects that shape the future of patient experience across our network.
• Mentor junior analysts and contribute to the creation of a robust analytics curriculum.
• Participate in advanced training programs in data science, quality improvement, and healthcare analytics.
• Earn certifications such as Certified Professional in Healthcare Quality (CPHQ) or Certified Analytics Professional (CAP) through our tuition reimbursement program.
• Progress into leadership roles such as Director of Customer Experience, Head of Analytics, or Chief Experience Officer, depending on your career aspirations.

Work Environment & Company Culture

brighthush fosters a culture of respect, inclusivity, and continuous improvement. Our values are reflected in:

• Work Wellbeing Score: We proudly maintain a score of 83, placing us in the top 1% of employers nationwide.
• Flexible remote work arrangements that support work‑life balance.
• Regular virtual town halls, team‑building events, and wellness initiatives.
• Commitment to diversity, equity, and inclusion—respecting all colleagues regardless of age, gender identity, sexual orientation, race, religion, ethnicity, or veteran status.
• Transparent communication channels that empower employees to share ideas and feedback.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for senior analytics roles.
• Performance‑based bonuses tied to key metrics such as patient satisfaction scores and project outcomes.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement for relevant courses and certifications.
• Wellness stipend for gym memberships, meditation apps, or other health‑related activities.
• Employee assistance program and mental health resources.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values data, compassion, and innovation. You will:

• Make a tangible impact on the lives of children and families.
• Work alongside passionate professionals who are committed to excellence.
• Benefit from a supportive, inclusive culture that rewards initiative and creativity.
• Enjoy a flexible, remote work environment that respects your personal commitments.
• Advance your career through structured learning, mentorship, and leadership opportunities.

Ready to Make a Difference?

If you are a data‑driven professional eager to elevate patient experience and champion continuous improvement, we invite you to apply for the Senior Customer Experience Analyst position at brighthush. Join us in redefining healthcare excellence and creating brighter futures for the families we serve.