Why This Role is Important to Us:

The Advisor will assist in driving meaningful improvements in consumer experience for CCA through research activities, in-depth data analysis, and actionable reporting.

The Advisor supports Consumer Experience Measurement contract deliverables for, CCA. Core activities include, but are not limited to, collaborating with vendors to share data, identifying target populations, creating, and managing ongoing contact lists, and creating or building upon vendor-provided analysis to provide reporting and inform actionable insights to the client. The advisor will ensure data collection and reporting activities are in full compliance with data governance policies and help drive insight and action. The two main areas will be supporting (1) CCA’s regulatory and NCQA-accreditation activities and (2) consumer-centric Touchpoint Survey activities. This work requires gaining business insight and knowledge of key operational measures to effectively integrate CXM findings into CCA. In addition, the advisor will perform integral work across all program areas establishing quantitative equity frameworks and informing the development, production, analysis, and improvement of measures of health equity.

The Advisor may also assist in other areas of measurement program development and administration, as necessary.

Supervision Exercised: None

What You'll Be Doing:

Under the supervision of the Sr Program Manager, Member Experience Measurement and Improvement, the Advisor works with stakeholders, supports the design and collection of quantitative data, and provides relevant analysis to support and inform business decisions, solutions, and next steps

• Responsible for generating reports that are user friendly for the intended audience, creating and managing dashboards and conducting ad-hoc data analysis as required

• Presents insights in various forums that may include participants at any level of the organization

• Partners with business units to develop and track performance towards achieving benchmarks on key measures

• Proactively identifies trends across analyses and isolate’s themes for presentation

• Participates in designing future-state data management systems, such as supporting any efforts to incorporate survey data into databases, including building and maintaining databases

• Creates and maintains appropriate level of system, process, and user documentation as appropriate

• Develops and maintains data dictionaries for all program work

• Develops and/or captures business rules that govern how data is transformed, integrated, and used

• Collaborate with other CCA departments, including but not limited to the Information Technology and Quality departments, to support mutually beneficial projects, such as improvements to demographic data used in equity work

• Develops and maintains a thorough knowledge of CCA’s databases and their relevance to CXM responsibilities

• Ensures CXM’s data management activities are fully compliant with all regulatory requirements

• Other duties as assigned

What We're Looking For:

Education Required:

• BA/BS in a related field

Education Desired:

• BA/BS in a related field with strong emphasis in data analysis.

Experience Required:

• A minimum of 3-5 years of relevant work experience (i.e., data analytics informatics, public health, health insurance, consumer experience, or other health data or patient experience)

• Experience and expertise with designing and executing analyses using survey and other data types, such a statistical (multivariate) analysis.

• Must have experience working with data quality and cleaning data, relational tables, etc.

Experience Desired:

• Experience in consumer experience research (quantitative and qualitative methods)

• Experience with CX measurement platforms such as Qualtrics

Knowledge, Skills & Abilities:

• Passion for improving consumer experience and health equity

• Intermediate to advanced knowledge of analytic programming languages and data visualization tools, including SQL, R, Python, Looker, Tableau, or similar.

• Ability to develop, interpret and explain analytics needed by the business for decision making

• Demonstrated ability to develop and produce complex reports and dashboards.

• Strong ability to generate information that is easily understood and actionable by customers in alignment with clearly defined analytic/reporting requirements

• Collaborative personality, strong interpersonal skills, excellent communication and presentation skills

• Ability to work effectively, cross-functionally and with all levels of the organization

• Ability to organize, plan and prioritize assignments within multiple projects.

• Ability to work with minimal direction and comfort with ambiguity, while being adaptive to changes in direction

• Applies critical thinking and judgement skills in an anticipatory way

• Knowledge of industry standards, regulatory and compliance requirements

Language(s):

• English

• Additional languages may be a plus, especially if bilingual/bicultural or skilled in translation

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Please note employment with CCA is contingent upon acceptable professional references, a background check (including Mass CORI, employment, education, criminal check, and driving record, (if applicable)), an OIG Report and verification of a valid MA/RN license (if applicable). Commonwealth Care Alliance is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other category protected by applicable federal, state or local laws.