MULTICARE HEALTH SYSTEM

MultiCare believes that each employee makes a significant contribution to our success. Contributions can be within and outside of assigned responsibilities. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

JOB TITLE: VOC Analyst DEPARTMENT: Customer Experience REPORTS TO: Program Dir - Customer Experience GENERAL DESCRIPTION

POSITION CODE: G208009 FLSA STATUS: Exempt DATE: May 2012

The Voice of the Customer (VOC) Analyst is responsible for project reporting and data analysis of market and customer research to identify key influences on consumer health care choice and satisfaction across diverse settings and populations. This position coordinates Health System customer research to maximize utilization of data and minimize redundancy and over-sampling of populations while ensuring research standards are met. This position plays a key role in reporting findings and in identifying successes and opportunities for improvements in services across the Health System. PRINCIPAL ACCOUNTABILITIES Manages sample pulls and fielding of surveys, working closely with other departments to negotiate and manage timelines and tasks - Insures the integrity of research project data, possibly including data extraction, processing, storage, manipulation, and analysis - Analyzes system, clinical and service data using advanced statistical methods, interprets results, and provides written summaries of data analyses - Investigates and compares competitive factors including service performance, providing statistical reports to leadership - Participates in ongoing decisions regarding study design, data collection, data analysis, and methodology, and works to develop statistical analyses that address proposed research questions - Consults with managers in the use of analytical and reporting tools to develop effective outcomes in customer service - Provides interpretation and basic recommendations based on patient satisfaction data - Develops reports and presentations to support internal and external communication of findings. - Performs high level sophisticated analyses of primary and secondary study results. - Demonstrates ability to participate fully in team projects in collaboration with physician, clinical management and support staff - Collaborates with financial and system analysts in Information Services, Finance, Operations Improvement, and Quality Management as well as external sources - Maintains adequate documentation for all analyses, data retrieval and troubleshooting activities. - Troubleshoots, documents, and solves problems pertinent to responsibilities as appropriate, utilizing system resources as necessary - Contributes to the success of the organization by meeting organizational competency expectations and core values, continuously learning, and by performing other duties as needed or assigned VALUES BASED BEHAVIORS -

MULTICARE HEALTH SYSTEM CUSTOMER EXPERIENCE VOC ANALYST Page 2

Respect: Seek first to understand Integrity: Do the right thing Stewardship: Live lean Excellence: Be your best/Act for safetys sake Collaboration: Team up Kindness: Create warmth and comfort

MINIMUM QUALIFICATIONS KNOWLEDGE, SKILLS, & ABILITIES

Knowledge of health care industry systems, and process improvement methods and tools Knowledge of the principles of Information Management in order to effectively analyze and make decisions Expertise in the use of PC software, with specific expertise in Excel, PowerPoint, and Access Knowledge of high level statistical analysis methodologies and software supports (such as SPSS) Skill in presenting abstract, complex scientific research in a credible, understandable manner to diverse audiences Skill and experience in research design and methodology selection, sampling issues, and survey field management Skill in accuracy and attention to detail Skill in good interpersonal, oral, and written communications, grammar and spelling Ability to analyze multiple sources of data for development of decision support models Ability to work efficiently under pressure Ability to work independently and take initiative Ability to set priorities and use good judgment Ability to meet organization and departmental appearance standards on the job

EDUCATION & EXPERIENCE

Bachelors degree in accounting, computer science, business, finance, or related field. Masters Degree preferred Research experience including design, methodology selection, sample management and field management of surveys Educational preparation and experience with high level analysis of quantitative data, understanding of and appreciation for qualitative methodologies. Knowledge of causal modeling preferred but not essential 5-7 years experience in position involving health care data analysis Experience with clinical care highly desired

Job descriptions represent a general outline of job duties, functions, and qualifications. They are not intended to be comprehensive in nature. In addition, jobs evolve over time; and, therefore, their description may not reflect the precise nature of the position at a given point in time. It is MultiCare's policy to base hiring decisions solely on the individual's ability to perform essential job functions. Persons with disabilities are eligible for this position provided they can perform those functions with reasonable accommodation.

Original Approval: Reviewed/Revised: Reviewed/Revised:

Amy Breeze / Kristi Franz Amy Breeze / Jean Jackman

October 1998 March 2003 October 2006

Research Analyst Research Analyst Research Analyst

MULTICARE HEALTH SYSTEM CUSTOMER EXPERIENCE VOC ANALYST Page 3 Reviewed/Revised: Deanna Squyres / Emily Garza May 2012 VOC Analyst