[Hiring] Customer Insights Specialist @Pediatric Associates Family of Companies

Role Description

The Customer Insights Specialist is an analytical, patient-focused role responsible for capturing, understanding, and sharing what patients and families tell us about their experience across Pediatric Associates Family of Companies (PAFC).

• Run PAFC’s post-visit family satisfaction surveys and other feedback programs.
• Monitor results daily and provide first-line service recovery.
• Turn feedback into clear trends by practice and market to improve patient experience.
• Lead Google Reviews solicitation and partner with the Brand Manager on online reputation.

Qualifications

• Bachelor’s degree in Marketing, Communications, Business, Psychology, Statistics, or a related field.
• Typically 2 to 3 years of experience in customer experience or service recovery; healthcare experience preferred.
• Experience with survey tools.
• Clear, caring communication with families.
• Bilingual in English and Spanish preferred.
• Knowledge of patient privacy (HIPAA).

Requirements

• Write clear, family-friendly survey questions.
• Monitor survey results daily and flag concerns that need attention.
• Contact families with concerns and route issues to practice leaders and the Patient Experience team.
• Analyze survey results, review content, and other family feedback to identify trends and opportunities for improvement.
• Report trends by practice and market, building and maintaining dashboards on satisfaction scores.
• Provide family insights that inform lifecycle segmentation, messaging, and campaign priorities.
• Maintain survey platforms and data quality, ensuring compliance with HIPAA and communication preference requirements.
• Stay current on best practices in patient experience measurement and service recovery.
• Work closely with other consumer marketing team members to ensure cohesive strategies.

Benefits

• Full time remote/telework.

Company Description