Consumer Experience Analyst

We’re looking for someone who is passionate about improving how consumers experience healthcare and health plans at Sentara. As a Consumer Experience Analyst, you will play a critical hands-on role in mapping consumer journeys, identifying patient and member pain points, closing knowledge gaps, and collaborating on pilot solutions across care delivery and health plan experiences.

You’ll work closely with our Consumer Experience Journey Management team to conduct interviews, synthesize findings, build, refine and maintain journey maps, and drive the day-to-day execution of improvement efforts. This role is ideal for someone who enjoys solving problems and working across teams to untangle the complex challenges that accompany the holistic end-to-end healthcare experience.

Responsibilities

· Coordinate and conduct stakeholder interviews with health plan and care delivery subject matter experts to fill gaps in consumer journey understanding

· Document and refine patient and member journey maps, service blueprints, and supporting artifacts

· Identify and articulate journey pain points, inclusive of operational, technological or organizational areas of abrasion, and ideate solutions with cross-functional teams

· Support the execution of specifically selected pilot solutions tied to prioritized journey improvements

· Collect and synthesize key journey data points, including experience and operational metrics (e.g., CSAT, CES, NPS, KPIs)

· Prepare clear summaries, insights, and readouts for journey working sessions

Preferred Qualifications

· 2-4 years of relevant experience within healthcare, managed care, or related industries

· Familiarity with healthcare delivery and/or health plan operations (or strong ability to learn quickly)

· Working knowledge of primary consumer experience principles such as: journey mapping, service design, UX research, etc.

· Strong synthesis skills, including ability to turn multiple inputs and outputs into clear insights and usable artifacts

· Comfortable working in cross-functional environments with varying levels of structure

· Strong written and oral communication skills

A hybrid work schedule at 1300 Sentara Park is preferred but possibility for Remote opportunity will be review

Education

  • Bachelor's Level Degree

Certification/Licensure

    • no specific certification or licensure requirements

    Experience

    • Bachelor Level Degree
    • 2-4 years relevant experience/healthcare, managed care or related industries strongly desired
    • Excellent customer service skills
    • Excellent communication skills

    Sentara Health, an integrated, not-for-profit health care delivery system, celebrates more than 135 years in pursuit of its mission – “we improve health every day.” Sentara is one of the largest health systems in the U.S. Mid-Atlantic and Southeast, and among the top 20 largest not-for-profit integrated health systems in the country, with 34,000 employees, 12 hospitals in Virginia and Northeastern North Carolina including 10 hospitals with the prestigious Magnet® recognition, and the Sentara Health Plans division which serves more than 1 million members in Virginia and Florida. Sentara is recognized nationally for clinical quality and safety, and is strategically focused on innovation and creating an extraordinary health care experience for our patients and members. Sentara was named a Health Quality Innovator of the Year (2024), was recognized by Forbes as “America’s Best-In-State Employer” (2024), “Best Employer for Veterans” (2022, 2023), and “Best Employer for Women” (2020), and named to IBM Watson Health’s “Top 15 Health Systems” (2021, 2018).

    Learn more

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    A woman smiling as a healthcare worker helps her with arm exercises in a bright, sunlit room.
    A woman smiling as a healthcare worker helps her with arm exercises in a bright, sunlit room.

    Our Culture

    At Sentara, our differences are our strengths. The unique backgrounds, skills, and experiences that each Sentara colleague brings to work make Sentara special and allow us to deliver excellent service and care to our patients, members, and communities.

    Our Benefits

    We are committed to consistently enhancing our training, advancement tracks, work-life benefits, and more. Our goal is to make you feel more excited to be here every day!

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    Two female doctors in lab coats smiling and chatting in a hospital hallway.
    Two female doctors in lab coats smiling and chatting in a hospital hallway.
    Two nurses in scrubs smiling and chatting during a break, one holding a coffee cup in a bright hospital setting.
    Two nurses in scrubs smiling and chatting during a break, one holding a coffee cup in a bright hospital setting.

    The Sentara Nursing Experience

    Making a meaningful impact on health requires compassion, dedication, continuous learning, teamwork and collaboration. At Sentara, we also recognize that in valuing the professional and personal well-being of our nurses, we build a stronger, more supportive workplace for our nurses. And that’s making us healthier from the inside out. These principles unite our nurses across various roles and locations.

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    The Sentara Clinical Experience

    No matter where you choose to join us, in an inpatient or outpatient setting, you will be part of an interdisciplinary Clinical team passionate about quality care and patient safety. You will have access to the tools and technologies you need to succeed and the chance to learn and grow through training and educational programs so you can advance your career as a Clinical professional.

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    The Sentara Support Services Experience

    Each day, the Sentara Support Services team helps improve healthcare at more than 300 Virginia and Northeastern North Carolina sites. We perform various patient care activities, provide multiple services, and handle administrative functions that support our patients and their families. These vital functions include assisting the medical team in all aspects of medical care, such as treatments, procedures, and diagnostic and laboratory testing.

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    The Medical Group Experience

    As part of Sentara Health, Sentara Medical Group providers have diverse opportunities across regions and inpatient and outpatient locations. For those providers based in one of 12 hospitals, we have close working relationships with the administration, ensuring a collegial and collaborative environment where all can come together around shared initiatives.

    Guided by a dedicated board of providers, Sentara Medical Group not only offers leadership opportunities for its providers but also underscores the group’s crucial role in fulfilling Sentara’s overarching mission to meet the needs of our diverse patient populations, some of our most vulnerable communities. Our physicians and APPs enjoy opportunities for both personal and professional career growth through a network of resources aimed to cultivate an environment suitable for a lifelong career home.

    Your Perspective Matters

    Nurses are the heartbeat of our exceptional team. Our approach empowers nurses to actively participate in decision-making. Our nurses have a stake in shaping their workplace as well as their own career growth; one of the benefits of our focus on supporting and valuing team members. This framework encompasses our nursing mission, vision, values, philosophy, and the essential elements of our Professional Practice Model.

    This image illustrates the Sentara Nursing Professional Practice Model. Read more about it on The Sentara Nurse Experience page.

    Visual representation of the Sentara Nursing Professional Practice Model.

    Our Award-Winning Care

    Forbes 2024 America's Best-In-State Employers. Powered by Statista
    Forbes 2023 The Best Employers for Veterans. Powered by Statista.
    Virginia Values Veterans. Official V3 Certified Company
    America's Greatest Workplaces for Women 2025. Newsweek. Plant-A Insights Group
    2024 Health Quality Innovator of the Year
    2024 LGBTQ+ Healthcare Equality High Performer. Human Rights Campaign. Healthcare Equality Index.
    Magnet Recognized. American Nurses Credentialing Center.

    We Are an Equal Opportunity Employer

    Sentara Health is an Equal Opportunity Employer committed to the hiring, advancement, and fair treatment of every individual. Sentara and its affiliates do not discriminate against any individual or group of individuals on the basis of race, color, religion, ancestry, national origin, marital status, age, sex, sexual orientation, gender identity or expression, genetic information, physical or mental disability, pregnancy, medical condition, veteran status or any other legally protected characteristics.

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    We Are an Equal Opportunity Employer

    Sentara Health is an Equal Opportunity Employer committed to the hiring, advancement, and fair treatment of every individual. Sentara and its affiliates do not discriminate against any individual or group of individuals on the basis of race, color, religion, ancestry, national origin, marital status, age, sex, sexual orientation, gender identity or expression, genetic information, physical or mental disability, pregnancy, medical condition, veteran status or any other legally protected characteristics.

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