Member Experience Analyst

Company Description

Porter is a leading healthcare IT and services platform that merges analytics with compassionate care to optimize outcomes and member experiences. Our Care Guide team navigates the healthcare system to secure tailored support and perform comprehensive in-home assessments, including lab and diagnostic testing. Driven by robust AI analytics, Porter addresses unique care journey complexities to enhance quality measures, control costs, adjust risks, and improve member experiences.

Role Description

As a Member Experience Analyst, you will be responsible for evaluating the effectiveness and quality of member interactions across telephonic, digital, and in-home engagement channels. Rather than conducting direct outreach, this role focuses on analyzing interaction data, monitoring satisfaction trends, and identifying opportunities to enhance service delivery. By turning data into actionable insights, you will help ensure members receive high-quality, consistent experiences that strengthen engagement and drive better outcomes.

Key Responsibilities

• Interaction Quality Analysis: Monitor and analyze member interactions (call recordings, digital engagement, visit outcomes, and survey data) to assess quality, consistency, and effectiveness.
• Satisfaction & Feedback Trends: Compile results from member satisfaction surveys, analyze themes, and produce client-facing reports that highlight engagement effectiveness and improvement opportunities.
• Issue & Complaint Tracking: Document, categorize, and track member concerns and complaints; prepare timely reports with root cause analysis and recommended resolutions.
• Effectiveness Metrics: Define, track, and report KPIs related to member engagement, including connection rates, satisfaction scores, and resolution turnaround times.
• Process Improvement: Partner with Member Engagement, Client Success, and Operations teams to recommend and implement enhancements to outreach approaches, scripts, and workflows based on analytic findings.
• Referrals & Concerns: Coordinate routing of member referrals and flagged issues to the correct stakeholders, ensuring compliance with client and regulatory policies.
• Insights & Reporting: Prepare regular analytic summaries, highlighting systemic trends, opportunities for training, and member experience risk factors.
• Collaboration: Support cross-functional initiatives aimed at optimizing the member journey, ensuring alignment between operational execution and member expectations.

Qualifications

• 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.

Skills

• 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.

Salary Expectations

$65,000 - $75,000 a year

Benefits of Working with Porter:

• Remote work environment
• Medical, dental and vision benefits within 30 days of hire 
• Paid vacation and holidays
• A fun team and special culture