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Experience:
0-1 years of experience
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Employment Type:
Intern/Co-op
Posted:
3/17/2015
Job Category:
Customer Service
Industry:
Health Care & Medicine
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National Service Quality (Spring or Summer) Intern-Graduate
Kaiser Permanente | Oakland, California
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Job Description

Lay the groundwork for a dynamic future with an industry leader. At Kaiser Permanente, you'll forge lasting relationships with colleagues across the organization while enjoying the opportunity to grow your experience and hone your expertise on assignments that have real impact. Our interns have worked on everything from analyzing financial software and developing new marketing strategies, to designing mobile apps and helping clinicians improve care delivery. We want you to get the most out of your time here and will give you projects that challenge you to think freely, question thoroughly, and explore deeply.

 

Department Description:

Within Kaiser Permanente, National Service Quality (NSQ) reports on and analyzes data related to patients perceptions of their care in health care settings including inpatient, skilled nursing, hospice, home health care, and ambulatory services.  NSQ administers and analyzes service and performance improvement data from a suite of large-scale surveys, especially federally-mandated HCAHPS, CAHPS, and HHCAHPS scores, to identify specific opportunities and successful practices for improving patient and member satisfaction.   NSQ works with operations leaders to benchmark service levels, diagnose service challenges, and measure the impact of service improvement initiatives.  We are currently developing new tools to automate report production and analyze racial disparities related to the patient experience.

 

Essential Functions:

Contributing to a designated project or initiative to meet a KP business objective.

Report development and analytics.

Project management - planning, execution, and measurement.

Learning new applications needed to complete assignments or support the execution of business objectives.

Job shadowing in other functional areas.

Performing additional duties as required.

 

Additional Functions:

NSQ is at a very exciting transition time related to the tools used to produce reports and analyze data.  We have traditionally used SAS and Excel to produce reports.   In an effort to automate reports, we are moving to a relational database model and the Tableau Business Intelligence tool.  The major projects that intern will be responsible for are as follows:
 
1)    Creation and testing of new Tableau reports
a.    The intern will have the opportunity to gain basic knowledge of Tableau, create reports, and formulate analyses that help evaluate racial disparities and improve the patient care experience.
b.    The intern will help test new Tableau reports against concurrently produced Excel reports.  This testing will involve matching performance scores and conducting analysis to determine discrepancies.  Intern will also develop a framework to analyze the user experience and provide and coordinate feedback from others on this topic.
 
2)    Provide project management related to User Group testing of new Tableau reports.  Tasks will include:
a.    Identification and selection of User Group members
b.    Working with IT partners to facilitate IT access and licensing for Tableau
c.    Coordination of meetings
d.    Data gathering on issues and problems
e.    Preparation of final report on issues and findings of User Group including recommendations to improve reports
 
3)    Participate in and service performance research:
a.    Prepare and present to the Service Performance team the results of their analyses related to racial disparities.

b.    Analyze and prepare final summary of research project on patient comments related to racial disparities.

 

NSQ will provide an opportunity to:
Learn and develop a broad set of tools, including Tableau
Have hands on experience in qualitative and quantitative data analysis of racial disparities
Develop project management skills
Formulate analyses that help evaluate racial disparities and improve the patient care experience
Prepare and present project summary deliverables

Lay the groundwork for a dynamic future with an industry leader. At Kaiser Permanente, you'll forge lasting relationships with colleagues across the organization while enjoying the opportunity to grow your experience and hone your expertise on assignments that have real impact. Our interns have worked on everything from analyzing financial software and developing new marketing strategies, to designing mobile apps and helping clinicians improve care delivery. We want you to get the most out of your time here and will give you projects that challenge you to think freely, question thoroughly, and explore deeply.

 

Department Description:

Within Kaiser Permanente, National Service Quality (NSQ) reports on and analyzes data related to patients perceptions of their care in health care settings including inpatient, skilled nursing, hospice, home health care, and ambulatory services.  NSQ administers and analyzes service and performance improvement data from a suite of large-scale surveys, especially federally-mandated HCAHPS, CAHPS, and HHCAHPS scores, to identify specific opportunities and successful practices for improving patient and member satisfaction.   NSQ works with operations leaders to benchmark service levels, diagnose service challenges, and measure the impact of service improvement initiatives.  We are currently developing new tools to automate report production and analyze racial disparities related to the patient experience.

 

Essential Functions:

Contributing to a designated project or initiative to meet a KP business objective.

Report development and analytics.

Project management - planning, execution, and measurement.

Learning new applications needed to complete assignments or support the execution of business objectives.

Job shadowing in other functional areas.

Performing additional duties as required.

 

Additional Functions:

NSQ is at a very exciting transition time related to the tools used to produce reports and analyze data.  We have traditionally used SAS and Excel to produce reports.   In an effort to automate reports, we are moving to a relational database model and the Tableau Business Intelligence tool.  The major projects that intern will be responsible for are as follows:
 
1)    Creation and testing of new Tableau reports
a.    The intern will have the opportunity to gain basic knowledge of Tableau, create reports, and formulate analyses that help evaluate racial disparities and improve the patient care experience.
b.    The intern will help test new Tableau reports against concurrently produced Excel reports.  This testing will involve matching performance scores and conducting analysis to determine discrepancies.  Intern will also develop a framework to analyze the user experience and provide and coordinate feedback from others on this topic.
 
2)    Provide project management related to User Group testing of new Tableau reports.  Tasks will include:
a.    Identification and selection of User Group members
b.    Working with IT partners to facilitate IT access and licensing for Tableau
c.    Coordination of meetings
d.    Data gathering on issues and problems
e.    Preparation of final report on issues and findings of User Group including recommendations to improve reports
 
3)    Participate in and service performance research:
a.    Prepare and present to the Service Performance team the results of their analyses related to racial disparities.

b.    Analyze and prepare final summary of research project on patient comments related to racial disparities.

 

NSQ will provide an opportunity to:
Learn and develop a broad set of tools, including Tableau
Have hands on experience in qualitative and quantitative data analysis of racial disparities
Develop project management skills
Formulate analyses that help evaluate racial disparities and improve the patient care experience
Prepare and present project summary deliverables

Qualifications

Basic Qualifications:

Experience

N/A.

Education

Pursuing a graduate degree or have completed a graduate program from an accredited university within the last year.

Bachelor's degree required.

License, Certification, Registration

N/A.

 

Additional Requirements:

Aptitude to perform data and process analytics and formulating solutions.

Working knowledge of MS Word, Excel, PowerPoint.

 

Preferred Qualifications:

3.0 GPA or above

Advanced analytical and problem-solving skills

Proven ability to build effective working relationships as well as strong interpersonal skills.

Excellent verbal and written communication skills.

Ability to learn quickly and experience producing high quality work in short periods of time.

Pursuing graduate degree in Information Technology, Business Administration, Public Health, Biostatistics, Health Care Administration or related.

Intellectual curiosity around data and how it is used to gain insights. 

Ideally some experience with Windows Office products and some basic data analysis coursework. 

 Willing to own their work, consider it from different perspectives and be able to articulate those thoughts. 

 
We would be willing to consider an intern who could begin work before the summer and can be flexible with part-time hours to accommodate classes.

Basic Qualifications:

Experience

N/A.

Education

Pursuing a graduate degree or have completed a graduate program from an accredited university within the last year.

Bachelor's degree required.

License, Certification, Registration

N/A.

 

Additional Requirements:

Aptitude to perform data and process analytics and formulating solutions.

Working knowledge of MS Word, Excel, PowerPoint.

 

Preferred Qualifications:

3.0 GPA or above

Advanced analytical and problem-solving skills

Proven ability to build effective working relationships as well as strong interpersonal skills.

Excellent verbal and written communication skills.

Ability to learn quickly and experience producing high quality work in short periods of time.

Pursuing graduate degree in Information Technology, Business Administration, Public Health, Biostatistics, Health Care Administration or related.

Intellectual curiosity around data and how it is used to gain insights. 

Ideally some experience with Windows Office products and some basic data analysis coursework. 

 Willing to own their work, consider it from different perspectives and be able to articulate those thoughts. 

 
We would be willing to consider an intern who could begin work before the summer and can be flexible with part-time hours to accommodate classes.

About Kaiser Permanente

Company Description

Serving approximately 8.7 million members in nine states and the District of Columbia, Kaiser Permanente is America's leading nonprofit integrated health plan.

Kaiser Permanente's mission is to provide high-quality, affordable health care services to improve the health of our members and the communities we serve.

Our Northern California Region provides integrated health care services to approximately 3.2 million members. Approximately 4,400 physicians of The Permanente Medical Group provide services at 20 medical centers and numerous medical offices.

Company History

Founded in 1945, Kaiser Permanente is the nation’s largest not-for-profit health plan, serving more than 8.6 million members, with headquarters in Oakland, Calif. It comprises:

  1.   • Kaiser Foundation Health Plan, Inc.

  • Kaiser Foundation Hospitals and their subsidiaries

  • The Permanente Medical Groups.

At Kaiser Permanente, physicians are responsible for medical decisions. The Permanente Medical Groups, which provide care for Kaiser Permanente members, continuously develop and refine medical practices to help ensure that care is delivered in the most efficient and effective manner possible.

Kaiser Permanente’s creation resulted from the challenge of providing Americans medical care during the Great Depression and World War II, when most people could not afford to go to a doctor. Among the innovations it has brought to U.S. health care are:

  • prepaid health plans, which spread the cost to make it more affordable

  • physician group practice to maximize their abilities to care for patients

  • a focus on preventing illness as much as on caring for the sick

  • an organized delivery system, putting as many services as possible under one roof

Mission & Values

As a health care organization in the 21st century, we have a mission--to provide quality care for our members and their families, and to contribute to the well-being of our communities.

Working Here

When you bring your career to Kaiser Permanente, the work you do directly affects the health of millions. From the business people who shape our policies, to the IT professionals enabling life-saving data, to the nurses and physicians on the front line of patient care, everyone here has a role to play in the care continuum. Knowing you have a place in that process and witnessing the outcome of the work you do is empowering. It gives you a cause to stand behind. And it makes you feel proud of the work you do every day. When people witness the impact of their contributions, they excel. Together we have the power to make a difference.

Hiring Information

The first step in beginning your career search is to look for open jobs that match your skills, qualifications, and interests. Each posting includes a description of the position and the minimum required qualifications. Once you find a position you are interested in, register for an account and provide your information for consideration online.

Benefits

As an employee, you are eligible for benefits according to your full-time/part-time status and the number of hours scheduled to work per week. Benefits may vary based on your Kaiser Permanente region, position, scheduled hours, and representation by collective bargaining or employee groups, but generally include:

  • generous vacation, holiday, and sick leave

  • medical care (including prescriptions), vision, mental health, and dental care

  • disability and life insurance coverage

  • educational opportunities and tuition reimbursement

  • employee assistance programs

  • health care, dependent care, and transit spending account options

  • retirement plans

In addition, we believe in recognizing stellar performance and sponsor a variety of programs designed to reward our skilled, innovative, caring, and committed staff.

In short, at Kaiser Permanente, we understand that there is a direct correlation between happy employees and happy members. We take pride in the compassion and dedication of our employees and find many ways to reward their hard work. In return, our employees take pride in being a part of a collaborative, professional team focused on quality, service, and care.

Honors & Awards

Kaiser Permanente of Northern California has earned an "Excellent" rating from the National Committee for Quality Assurance (NCQA)-the nation's leading reviewer of health plan quality for consumers and employers. Excellent is the top rating granted by NCQA, which reviews satisfaction surveys, preventive measures, physician credentialing, member services and improvement initiatives.*

Both our Northern and Southern California regions were the only health plans in California identified by the NCQA in its list of the best health care programs in the Pacific States. (NCQA's The State of Health Care Quality 2003)

The Joint Commission on Accreditation of Healthcare Organizations accredits all Kaiser Foundation Hospitals in California.

For the seventh straight year, no other health plan has earned higher ratings from the California Cooperative Health Reporting Initiative on more measures than Kaiser Permanente. The annual ratings measure clinical quality and member satisfaction. (CCHRI Report on Quality 2003)

Our Northern California region received more three-star "Excellent" ratings than any other health plan surveyed by California's Office of the Patient Advocate on California's Quality of Care Report Card 2003-04.

* Commercial HMO and Medicare-contracted product lines: April 2003.