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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.

Departmental Specific Summary
Essential Duties

• 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. Provides recommendations to management as appropriate. Provides input into decisions affecting business operations and strategic initiatives.
• Performs other duties as assigned.

Required Qualifications:

• Req Bachelor's Degree Degree in a related field.
• Req 2 years Experience as a business data analyst.
• Req 2 years Experience in Healthcare.
• Req Proficient PC skills and ability to work proficiently with Microsoft Excel, Word, and Power BI
• Req Working knowledge of databases, spreadsheets, word processing and statistical software programs.
• Req Working knowledge of business statistics and data analyses techniques.
• Req Previous healthcare experience in HIM/Clinical Revenue Integrity/Revenue cycle.
• Req Ability to manage and analyze data.
• Req Strong analytical thinking and problem solving skills.
• Req Exceptional time management skills with ability to meet tight deadlines.
• Req Outstanding organizational and problem-solving aptitude.
• Req Excellent verbal and written communication skills.
• Req Ability to analyze information and develop comprehensive solutions to address practical work related issues.
• Req Ability to be organized and simultaneously manage multiple projects.
• Req Ability to perform well in a team environment, including all levels of staff, to achieve business goals.
• Req Ability to work independently to meet objectives.
• Req Exhibits technical and operational proficiency solving problems of moderate complexity.
• Req Contributes to completion of projects and programs in area of expertise.

Preferred Qualifications:

• Pref Master's degree Degree in a related field.

Required Licenses/Certifications:

• Req 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)

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. USC Care Medical Group is the engine for patient-centered growth-advancing quality, safety, access, and financial strength through integrated, system-level thinking that transcends silos and traditional models. By building bridges across the enterprise, embracing innovation, and leveraging technology, we deliver seamless, 5-Star access and service while expanding clinical reach and diversified models of care. Our work fuels a sustainable cycle of good health-organizationally, financially, and within the communities we serve-driving continued growth from within and beyond the system's boundaries.
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.

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email atuschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.

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