Data Analyst, Patient Experience & Capacity Management - USC Care Patient Experience - Full Time 8 Hour Days (Exempt) (Non-Union)

USC Care Medical Group serves as the sole physician entity reporting to the USC Health System, uniting faculty clinical practice under Keck Medicine of USC. This entity oversees clinical governance, physician and ambulatory services, and core enterprise functions including billing, contracting, and financial operations. The organization encompasses 17 clinical departments, with approximately 1,500 physicians and 2,000 staff delivering care across more than 80 locations from Kern County to Orange County and into Las Vegas.

About the role

The Data Analyst, Patient Experience & Capacity Management is responsible for leveraging data analytics, performance measurement, and operational insights to support initiatives that enhance patient experience, improve access to care, and optimize organizational capacity. This role collaborates with clinical, operational, and administrative stakeholders to analyze patient experience metrics, access trends, capacity utilization, and operational performance, translating complex data into actionable recommendations that drive continuous improvement.

The position plays a key role in advancing capacity management efforts by identifying demand patterns, monitoring resource utilization, evaluating patient flow, and supporting data-driven decision-making. Through the development of dashboards, reports, predictive analyses, and performance metrics, the analyst provides critical insights that help reduce access barriers, improve scheduling and throughput, and maximize the effective use of organizational resources. By integrating patient experience and operational data, this role supports strategic initiatives aimed at improving patient satisfaction, reducing wait times, enhancing care coordination, and increasing operational efficiency.

The Data Analyst serves as a trusted partner in identifying opportunities for process improvement, supporting capacity planning efforts, and ensuring organizational leaders have the information necessary to deliver high-quality, patient-centered care while meeting current and future demand.

Responsibilities

• Patient Experience
  • Analyze patient experience data, including survey results, complaints, and feedback trends, to identify key drivers of performance.
  • Monitor and report on patient experience KPIs across clinics and specialties.
  • Support development and evaluation of patient experience initiatives, including service recovery and recognition programs.
  • Support management of online patient eAdvisory community, including management of members and surveys.
  • Partner with clinic leaders to translate patient feedback into improvement strategies.
• Capacity Management
  • Analyze clinic capacity, access, and utilization metrics, including fill rates, template utilization, and appointment availability.
  • Identify inefficiencies and provide data-driven recommendations to improve access to care.
  • Support template optimization and alignment of patient demand with provider capacity.
  • Monitor key access indicators such as no-show rates, cancellation rates, and scheduling trends.
• Data Management & Reporting
  • Ensure data integrity, accuracy, and consistency across reporting tools and systems.
  • Conduct data audits to identify and resolve discrepancies or gaps in data.
  • Develop and maintain datasets and reporting structures to support patient experience and capacity analytics.
  • Identify and implement opportunities to improve data collection and reporting processes.
  • Develop and maintain department reports summarizing patient experience and operational performance.
  • Create and maintain clinic-level huddle boards to support frontline engagement and performance transparency.
  • Design executive dashboards and visualizations to communicate trends, variances, and key insights.
  • Produce routine and ad hoc reports for leadership, committees, and operational teams.
• Collaboration & Stakeholder Engagement
  • Collaborate with outpatient clinic leaders, operational teams, and enterprise stakeholders to define reporting needs.
  • Present data findings and insights to leadership and facilitate performance discussions.
  • Provide training and guidance to staff on report interpretation, dashboards, and huddle boards.
  • Support cross-functional initiatives related to patient experience and operational performance improvement.
  • Provide recommendations to management as appropriate.
  • Provide input into decisions affecting business operations and strategic initiatives.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree in a related field.
• 2 years experience as a business data analyst.
• 2 years experience in Healthcare.
• Proficient PC skills and ability to work proficiently with Microsoft Excel, Word, and Power BI.
• Working knowledge of databases, spreadsheets, word processing and statistical software programs.
• Working knowledge of business statistics and data analyses techniques.
• Previous healthcare experience in HIM/Clinical Revenue Integrity/Revenue cycle.
• Ability to manage and analyze data.
• Strong analytical thinking and problem solving skills.
• Exceptional time management skills with ability to meet tight deadlines.
• Outstanding organizational and problem-solving aptitude.
• Excellent verbal and written communication skills.
• Ability to analyze information and develop comprehensive solutions to address practical work related issues.
• Ability to be organized and simultaneously manage multiple projects.
• Ability to perform well in a team environment, including all levels of staff, to achieve business goals.
• Ability to work independently to meet objectives.
• Exhibits technical and operational proficiency solving problems of moderate complexity.
• Contributes to completion of projects and programs in area of expertise.
• Fire Life Safety Training (LA City) – if no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date (Required within LA City only).

Preferred Qualifications

• Master’s degree in a related field.

Pay

The annual base salary range for this position is $68,640.00 - $116,865.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.