Customer Experience Analyst

Full Time

St. Louis, MO, US

Join Us to Build Healing and Hope Together!

As leaders in children’s mental health and wellness, St. Louis Children’s and KVC Health Systems Youth Mental Health Care have partnered to create one of the nation’s most innovative and transformative youth mental health and wellness campuses. The partnership includes a 77-bed acute care hospital and outpatient programs. Located on the KVC Missouri Children’s Mental Wellness Campus conveniently located in Webster Groves, Missouri, the peaceful environment and broad continuum of care allow children and families to access the appropriate level of treatment throughout their healing experience. The new campus is slated to open in late 2026. Learn more at stlouischildrenskvc.org. Join us and be a part of this journey of healing and hope for thousands of children and teens. 

Job Summary

Working remotely and using web-based technology, the Customer Experience Analyst is responsible for gathering Patient care and outcomes data through Care Calls, KVC Hospitals' EHR, and other means in order to inform best practices at all KVC Hospitals locations. This Analyst is required to organize data & present it in a way that is understandable to others. They are expected to work with other departments to develop enhanced data collection methods and monitoring systems as necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Practice conduct that displays respect for all KVC colleagues and community stakeholders regardless of age, gender identity, sexual orientation, race, religion, ethnicity, or veteran status. 
• Complete Care calls (discharge/aftercare communication with guardians) for all KVC Hospitals sites 
• Demonstrate competence with tools and databases used by KVC Hospitals to provide adequate care for Patients 
• Collect, organize, analyze & present data related to Patient care provided by KVC Hospitals as assigned 
• Provide presentations via video conferencing system or in-person as needed 
• Provide on-going monitoring of Patient care outcomes & report insights to applicable departments & individuals 
• Participate in Performance Improvement initiatives 
• Communicate Patient care & outcomes data in a concise & understandable way 
• Manage data collected & inputted in Qualtrics 
• Aid in the evaluation of implementation best practice 
• Able to navigate challenging situations & professionally communicate with internal and external stakeholders 
• Work only within the authorized schedule provided by management. 
• Establish and maintain an appropriate work environment in home. 
• Ensure the protection of proprietary company and Patient information accessible from home. 

All employees must be at least 21 years of age. 

Education: 

Bachelor's Degree from an accredited college or university in data science, computer science or social services, psychology, management information systems or other related field of study is required.

Licensure/Certification: Valid driver's license and auto insurance.

Experience: A minimum of at least one year of experience in data collection, organization and evaluation is required.  

Preferred Experience/Skills: 

Experience in or general knowledge of child psychiatric care system & utilizing an Electronic Health Record program is preferred. Detail-oriented, effective organizational skills, time management, and excellent analytical and problem-solving skills are necessary. Requires proficiency with Microsoft Office products.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, talk or hear, and taste or smell. The employee frequently is required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Benefits & More

Employee benefits and culture fall under the KVC Health Systems umbrella. KVC is a family of private, nonprofit organizations that strengthen families, prevent child abuse and neglect, and help people achieve mental health wellness. Through our broad continuum of care, we are proud to be a national leader in mental health, child welfare, and health and human services transformation. 

At KVC, we offer a positive, supportive workplace where each person can do work they love. In fact, we’re so proud of our culture that we see it as our top competitive advantage in the health and human services field. Based on the voice of our employees, KVC has an incredible 83 Work Wellbeing score on Indeed, a rating so high and rare that it places KVC among the top 1% of employers nationally. KVC was also named #15 on Glassdoor’s Best-Led Companies 2025 list, a recognition achieved entirely based on anonymous employee reviews. In addition to being mission-driven, we offer employees an unparalleled level of flexibility, wellbeing, learning, inclusion, recognition, and rewards.