Thundermist Health Center

Role Description Are you someone who thrives at fast paced working environments? This role is the heartbeat of our medical practice — and a chance to make a real difference in health equity for the communities that count on us. What You’ll Do - Answer incoming telephone calls in a fast paced call center environment. - Schedule, confirm, cancel, and reschedule patient appointments based on provider availability and clinical appropriateness. - Assess root cause of the inquiry to provide first call resolution. - Determine which calls are appropriate for referral to clinical staff. - Interact with clinical staff. - Research patient specific clinical information within the EMR to fax test orders to testing facilities as requested. - Mail welcome letter and appointment cards to new patients. - Must follow clinical protocols by asking pertinent questions to collect patient data. - Recognize an emergent situation and triage call to appropriate clinical department. Qualifications - High school diploma or GED required. - Excellent oral and written communication skills. - Accurate data entry skills with the ability to manage high volumes in a fast-paced environment. - Experience with call center preferred. - Knowledge of medical terminology is a plus. - A commitment to patient-centered care, health equity, and serving diverse, underserved communities. Requirements - Full-time position with scheduling during normal hours of operation, which may include evenings and weekends. - Occasional unscheduled overtime may occur. Benefits - Health, Dental, and Vision Insurance. - Life Insurance ($75,000) and Long-Term Disability — at no cost. - Flexible Spending Accounts (Health FSA up to $3,300 / Dependent Care FSA up to $5,000). - Retirement Plan with 1:1 employer match up to 4%. - Critical Illness, Accident Insurance, and Hospital Indemnity. - Wellness Reimbursement up to $200/year. - PTO starting at 22 days, increasing with tenure, plus 6 paid holidays. Company Description Everything we do at Thundermist is guided by five core values: Integrity, Innovation, Excellence, Community, and Caring. If those resonate with you, you’ll feel at home here. Thundermist Health Center is an equal opportunity employer. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Thundermist's Mission: To improve the health of our patients and communities by delivering exceptional health care, removing barriers to that care, and advancing healthy lifestyles. Job Description Job Title: Patient Experience & Quality Analyst Reports to: Director of Clinical Quality Department: Clinical Quality Department FLSA Status: Exempt Job Grade: 8 Version Date: 02/2026 General Responsibilities: The Patient Experience & Quality Analyst supports the organization’s patient experience and clinical quality improvement initiatives by managing patient survey programs, reviewing performance data, and translating findings into actionable insights. This role is responsible for overseeing required patient surveys for HRSA, PCMH, and other regulatory or accreditation organizations, and for monitoring clinical quality data and trends related to UDS, Accountable Entity (AE), and value-based care programs. Working in collaboration with clinical, data and operational leadership, the Analyst evaluates patient feedback and clinical performance metrics to support performance improvement across primary care and all other departments. This position focuses on transforming data into meaningful, easy-to-understand reports and presentations that guide decision-making and advance patient-centered, high-quality care. The ideal candidate is detail-oriented, organized, and motivated to improve healthcare delivery through practical data analysis and collaboration. Qualifications: Required Qualifications: - 1-3 years of experience in healthcare quality, patient experience, or healthcare analytics - Working knowledge of healthcare operations and quality improvement concepts - Strong skills in Microsoft Excel for data organization and analysis - Strong skills in PowerPoint for presentation of data - Ability to create clear, professional presentations and reports - Experience working with healthcare data and electronic health record systems - Strong organizational and time management skills - Effective written and verbal communication skills - Ability to confidently speak and present in internal and external meetings Preferred Qualifications: - Bachelor’s degree in healthcare administration, public health, health informatics, or a related healthcare field (or equivalent relevant experience) - Experience with HRSA, PCMH, UDS, AE, or other value-based healthcare programs - Familiarity with Power BI or other data management and visualization tools - Basic SQL or database query experience - Experience supporting quality improvement initiatives *Candidates who do not meet all the preferred qualifications are encouraged to apply. Significant Job Functions: - Manage and oversee patient experience survey processes required by HRSA, PCMH, and other organizations - Review, analyze, and monitor clinical quality data and trends for UDS, AE, and value-based programs - Collect, organize, and analyze patient feedback and performance data from multiple sources - Track key quality indicators and identify trends to support improvement initiatives - Develop clear, professional reports, dashboards, and presentations for leadership and quality committees - Identify opportunities for improvement and support implementation of quality initiatives - Partner with clinical and operational teams to monitor progress toward performance goals - Support preparation for regulatory reporting, audits, and accreditation activities - Maintain data accuracy, confidentiality, and compliance with HIPAA standards - Assist with special projects related to patient experience and clinical quality improvement - Recommend improvements to survey and reporting workflows - Assist in developing and maintaining dashboards to track patient experience and clinical quality performance - Supporting identification of care gaps and opportunities for targeted improvement initiatives based on trends - Coordinate data requests and collaborate with internal teams to obtain necessary information - Monitor progress on quality improvement projects and report outcomes - Present in internal and external meetings Primary Contacts: External: Frequency: Vendors Performance Improvement workgroups Monthly/Quartery As Needed Internal: Frequency: Quality Improvement Leadership AE Team Data, Analytics, Reporting Team Quality Improvement Team Leadership Team Clinical Teams EHR Team Daily As Needed As Needed As Needed As Needed As Needed As Needed Physical Effort / Environment: This position is primarily remote-based and requires prolonged periods of sitting and computer use. The role involves frequent use of standard office equipment, including computers, phones, and presentation tools. Occasional office attendance at meetings may be required. The work environment is a professional healthcare setting that requires the ability to maintain focus, manage multiple tasks, and communicate effectively with multidisciplinary teams. Work Schedule Demands: - Remote and hybrid work environment - Travel to organizational offices required as needed for meetings and training - Occasional attendance at meetings outside of regularly scheduled hours may be required* - Occasional work outside of regularly scheduled hours may be required to meet deadlines and report submission requirements* *Based on the needs of the department and organization Communication Skills: - Strong written and verbal communication skills in a healthcare environment - Ability to present data and findings clearly to internal and external clinical and administrative audiences - Effective collaboration with multidisciplinary teams and leadership - Ability to translate complex information into easy-to-understand formats and presentations - Professional interpersonal communication skills Confidentiality of Information: Thundermist is dedicated in securing the privacy and confidentiality of protected health information under the Health Insurance Portability and Accountability Act. It is the responsibility of all employees to comply to state and federal guidelines in accessing sensitive information. Additionally, this role will have access to sensitive agency information. The incumbent must apply strict confidentiality. ADA & EEOC Statement: Thundermist is dedicated to the goal of building and maintaining a diverse and inclusive workforce committed to caring for patients in a manner that is respectful of cultural difference. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Thundermist provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.