Patient Support Analyst

St. Jude Children's Research Hospital is a world-class pediatric research hospital. Every one of our professionals shares a commitment to making a difference in the lives of the children and families we serve, including those from across the globe.

Responsible for the coordination and analysis of patient satisfaction data, along with support to clinical services program. Provides consultation and guidance for service recovery and patient satisfaction, focusing on the needs of the department's customers and teamwork. Responsible for monitoring and auditing of clinical contracts.

Job Responsibilities

Professional Practice-Identifies, implements, and executes professional practice activities. Specifically, coordinates the process of compilation of practitioner-specific profiles of activities for use with credentialing, appointment and reappointment. Utilizing clinical knowledge and experience, reviews components of the medical record for potential professional practice issues as warranted to ensure standard of care is met. Performs ad hoc medical record reviews as needed.Patient Satisfaction Survey -Coordinates measurement of patients’/parents’ satisfaction and other assessments. Conducts patient/parent satisfaction measurement using surveys, suggestion boxes, and Help Line. Primary staff responsible for answering Help Line (St. Jude extension for patients and families to call for assistance) and coordinating processes to ensure resolution of patient and family concerns. Analyzes and interprets collected data for trends. Identifies and works with appropriate mangers/directors to resolve operational issues serving as obstacles in the delivery of safe, equitable and timely patient care and services. Works with patients and families to resolve concerns regarding the appropriateness of services. Using critical thinking skills and statistical tools, ensures that appropriate follow up occurs when process analysis warrants this necessity. Assists the departmental leadership of Medical Staff Services and Professional Practice with the evaluation, assessment, and selection of consulting firms or information systems, as appropriate. Serves as an educational resource regarding patient/parent satisfaction/suggestion and related issues for the institution.Clinical Contracts-Maintains clinical contracts database for use within the organization for regulatory and 340B compliance. Provides accurate contract information when needed for any on-site or regulatory audit. Collaborates with clinical contract owners to ensure compliance with contract performance measures, including development of action plans as warranted. Partners with other members of Medical Staff Services Department to ensure compliance of the Medical Staff Bylaws. Prepares bi-annual report of contract compliance for presentation at Quality Patient Safety Committee, Medical Executive Committee, Quality Committee of the Board, and other St. Jude leadership.Actively pursues continuing education and maintains current base of knowledge or related professional practice improvement expertise. Maintains current knowledge regarding information and recommendations from regulatory agencies. Attends meetings, seminars, or performs research activity to maintain current knowledge base of professional practice improvement-related functions. Seeks and maintains certification in respective discipline to assist in job performance and professional development.Supports and performs in accordance with general policy and procedures of the department of Medical Staff Services and Professional Practice and the institution. Maintains positive attitude towards staff and client/families. Knowledgeable regarding Medical Staff Bylaws and Rules and Regulations of the Clinical Staff. Provides clear feedback and expectations. Supports and promotes planned change and demonstrates flexibility. Provides input for budgetary preparation and justification.Maintains confidentiality of patients/families and team members. Attends and participates in medical staff and ad-hoc committees as appropriate. Develops and oversees databases as relative to functions.Performs other duties as assigned by the Director of Quality Improvement to meet the goals and objectives of the department and institution.Maintains regular and predictable attendance.

Minimum Education and/or Training

Bachelor's Degree in Nursing or health related field is required.MSN is preferred.

Minimum Experience

Five (5) years experience that involves standards of care, medical record documentation, and exposure to medical terminology in healthcare setting.Experience with data managementMust be familiar with regulatory standards and their application to patient care.

Licensure, Registration and/or Certification Required by Law

None

Licensure, Registration and/or Certification Required by SJCRH Only:

(LC: RN-TN or RN-ARK or RN-MISS) RHIA or RN credentials required.(LC: RHIA) Registered Health Information Administrator (RHIA) from the American Health Information Management Association (AHIMA) required; or(LC: RN-TN) Must possess a current Tennessee State Board of Nursing license if primary residence is Tennessee or a Nurse Licensure non-Compact state.(LC: RN-ARK or RN-MISS) Must possess a current State Board of Nursing license in the state of primary residence if the state is a Nurse Licensure Compact state.

Special Skills, Knowledge and Abilities

Familiarity with state and federal guidelines for monitoring patient care, utilization management, and risk management.Excellent interpersonal skills including diplomacy and tact.Demonstrable oral and written communication skills.

Compensation

In recognition of certain U.S. state and municipal pay transparency laws, St. Jude is including a reasonable estimate of the compensation range for this role. This is an estimate offered in good faith and a specific salary offer takes into account factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $65,520 - $114,400 per year for the role of Patient Support Analyst.

Explore our exceptional benefits!

Diversity, Equity and Inclusion

St. Jude Children’s Research Hospital has a diverse, global patient population and workforce, built on the principles of diversity, equity and inclusion. Our founder Danny Thomas envisioned a hospital that would treat children of the world—regardless of race, religion or a family’s ability to pay. Learn more about our history and commitment.

Today, we continue the mission to advance cures and means of prevention for pediatric catastrophic diseases through research and treatment. As we accelerate this progress globally, we believe our legacy of diversity, equity and inclusion is foundational to success. With the commitment of leaders at all levels of the organization, we strive to ensure the St. Jude culture, leadership approaches and talent processes are equitable and culturally responsive. View our Diversity, Equity and Inclusion Report to learn about the hospital’s roots in diversity, equity and inclusion, where we are today and our aspirations for an even better future.

St. Jude is an Equal Opportunity Employer

No Search Firms

St. Jude Children's Research Hospital does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at St. Jude via email, the internet or in any form and/or method without a valid written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by St. Jude.