Porter

Member Experience Analyst

Porter

full-time

Posted on:

Origin:  • 🇺🇸 United States • South Carolina

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Salary

💰 $65,000 - $75,000 per year

Job Level

Mid-LevelSenior

About the role

  • Evaluate effectiveness and quality of member interactions across telephonic, digital, and in-home channels
  • Monitor and analyze member interactions (call recordings, digital engagement, visit outcomes, and survey data) to assess quality, consistency, and effectiveness
  • Compile member satisfaction survey results, analyze themes, and produce client-facing reports highlighting engagement effectiveness and improvement opportunities
  • Document, categorize, and track member concerns and complaints; prepare reports with root cause analysis and recommended resolutions
  • Define, track, and report KPIs related to member engagement, including connection rates, satisfaction scores, and resolution turnaround times
  • Partner with Member Engagement, Client Success, and Operations teams to recommend and implement enhancements to outreach approaches, scripts, and workflows
  • Coordinate routing of member referrals and flagged issues to correct stakeholders, ensuring compliance with client and regulatory policies
  • Prepare regular analytic summaries highlighting systemic trends, training opportunities, and member experience risk factors
  • Support cross-functional initiatives to optimize the member journey and align operational execution with member expectations

Requirements

  • Strong analytical and organizational skills with proven ability to evaluate complex datasets
  • Experience in member engagement, healthcare administration, quality assurance, or contact center analytics preferred
  • Proficiency in Microsoft Excel and data analysis tools (pivot tables, charts, trend reporting)
  • Familiarity with CRM, call monitoring, or workforce management platforms a plus
  • Effective written and verbal communication skills, with ability to translate insights into actionable recommendations
  • Proven ability to manage multiple priorities while maintaining attention to detail and process integrity
  • Analytical Thinking: Ability to identify patterns, root causes, and actionable opportunities in member interaction data
  • Quality Focus: Strong eye for detail in evaluating service delivery and adherence to standards
  • Communication: Clear, concise reporting and professional correspondence with stakeholders
  • Technology: Skilled in Excel, reporting dashboards, and complaint/issue tracking tools
  • Collaboration: Ability to work effectively across client success, engagement, and operations teams