Member Experience Analyst - Remote

Overview

Porter is looking to bring on a Member Experience Analyst to join the Customer Success Team! In this role, you will evaluate the effectiveness and quality of member interactions across various engagement channels, focusing on data analysis to enhance service delivery.

In Short

• Monitor and analyze member interactions to assess quality and effectiveness.
• Compile results from member satisfaction surveys and produce reports.
• Document and track member concerns and complaints.
• Define and report KPIs related to member engagement.
• Partner with teams to recommend improvements based on findings.
• Coordinate routing of member referrals and flagged issues.
• Prepare analytic summaries highlighting trends and opportunities.
• Support initiatives aimed at optimizing the member journey.

Requirements

• Strong analytical and organizational skills.
• Experience in member engagement, healthcare, or quality assurance preferred.
• Proficiency in Microsoft Excel and data analysis tools.
• Familiarity with CRM and call monitoring platforms is a plus.
• Effective written and verbal communication skills.
• Ability to manage multiple priorities with attention to detail.

Benefits

• Opportunity to make a significant impact on member experience.
• Collaborative work environment with cross-functional teams.
• Professional development opportunities.
• Engagement with innovative healthcare solutions.