About us:

Grand Rounds is a new kind of healthcare company. Founded in 2011, the company is on a mission to raise the standard of healthcare for everyone, everywhere. The Grand Rounds team goes above and beyond to connect and guide people to the highest quality healthcare available for themselves and their loved ones. Grand Rounds creates products and services that give people the best possible healthcare experience. Named a 2019 Best Place to Work by Glassdoor and Rock Health’s 2018 Fastest Growing Company, Grand Rounds works with inspiring employers and doctors to empower them to be the change agents we need to make our shared vision a reality.

The Role:

The ideal candidate will demonstrate excellent attention to detail and accuracy. You should be analytically oriented, ready to leverage data and quick problem solving to make effective decisions. You should love the puzzle of using data to answer questions and provide insights. Additionally, you should be comfortable taking ownership of your piece of the business and have a desire to collaborate with leadership to make decisions that will have a positive impact on the people we serve.

Responsibilities:

• Analyze, synthesize, and communicate insights on member experience and member feedback
• Analyze operational indicators of emerging issues with leadership to identify interventions to reduce impact on members
• Develop and administer reports on account level health related to service and member experience.
• Communicate insights and partner with operational leaders to identify actions to improve member experience
• Support quality reviews by evaluating and providing feedback on call and case management to assess performance and member impact. 
• Conduct call and case reviews for quality monitoring
• Support triaging and managing customer escalations and service recovery opportunities 
• Analyze the impact of member experience programs and investments, using data to support recommendations on strategy decisions
• Lead focus groups with frontline employees to identify opportunities for improvement and assess impact of service excellence initiatives
• Research external best practices and tools to inform Grand Round’s programs and practices

Qualifications & Skills :

• 3+ years in roles that required analytical problem-solving and interpretation of data
• Bachelor’s degree required
• Experience using data and metrics to test theories, confirm assumptions, generate insights/recommendations, and measure success
• Passionate about excellence in customer service
• Fast learner, can pick up new content/industries quickly in an extremely fast-paced environment
• Proven organizational, communication, and informal leadership skills
• Self-starter and team player who can build relationships with a wide range of partners and approaches challenges with a can-do attitude
• Previous health care experience a plus
• Able to adapt rapidly to process changes
• Strong influencing and collaboration skills
• Thrives in a fast-paced environment and quick learner
• Ability to create reports, dashboards and visualizations.
• Comfort with Google Apps platform and Mac OS to develop tools and reports
• Excellent verbal and written communication skills

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Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.