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Patient Care Experience Masters Intern


This internship role is scheduled to be 100% remote with monthly on-site meetings at 393 E. Walnut St., Pasadena, 91188


Department Description: The Sothern California Permanente Medical Group (SCPMG) Performance Assessment team -

  • Manage SCPMG care experience survey -- data collection, reporting systems, analytics and
    application of MAPPS/ASQ surveys.
  • Support policy and decision making concerning the survey process and appropriate use of the
    its data.
  • Provide expert reporting, analytic, target setting, and consultation services to improve the
    Member and Patient Care Experience, as reported on CAHPS, METEOR, PAS, MAPPS/ASQ, HOS, etc.
  • Consult, collaborate, and coordinate in the development of pay for performance, incentive
    award programs, and performance management for SCPMG physicians and employees in support
    of organizational strategic goals.
  •  Undertake and lead activities to meet and demonstrate compliance with recognition
    programs, and regulatory and accrediting requirements concerning the care experience
  • Lead and support the Diagnostic Excellence Program to reduce diagnostic error –
    measurement, physician education, systems improvements and patient engagement.

Target Majors: Public Health; Healthcare Administration; Data Science;


Target Skills:

  1. Knowledge of healthcare
  2. MS Office – excel (mid-level), access (mid-level). Note: Intern will have the opportunity to receive training on Excel, Access and other database management programs, i.e., PBI, as needed.
  3. Organized and detail oriented.


Job Summary: This internship will assist with incentive/award programs in outreaching to leaders, preparation of leadership documents, running monthly reports, and other tasks as assigned.
1.    Confirm physicians with unique practices as to what incentive group applies best based on where the majority of their time was spent by reaching out to physicians, Chiefs of Service and Area Medical Directors. (Skills: communication)
2.    Assist with the preparation of documents (inserting tables with data) that get presented to leadership meetings for approval (i.e Chief presentations, proposal to Medical Directors). (Skills: ppt, word, some excel)
3.    Manage and run routine monthly performance reports, i.e., HCAHPS data – hospital-based performance on doctor communication. (Skills: excel)
4.    Proof-read documents before submission for board approvals. (Skills: word, communication)
5.    Manage an email inbox (, triaging the emails received to the knowledgeable resource, provide information requested, i.e., MAPPS scores, and assuring the recipient is responded to. (Skills: Teams, Outlook)
6.    Support the team with significant transitions, i.e., reporting / award timelines, by assisting with documenting processes using performance improvement tools and guidelines. (Skills: organization)
7.    Support year end data validations for multiple Physician Incentives / Awards (ie: MAPPS, Access, Access/Performance); support other data validations as needed (ie: CQC award mid-year report, quarterly MDRC data). (Skills: excel, access)


Job Summary:

This position provides analytical support to a project or department. Under the guidance of a Project Manager/ Director, responsible for collecting and researching data, performing analysis, providing recommendations and presenting results.

Essential Responsibilities:

  • Responsible for contributing high level analytical support to a project or department requiring application of knowledge in marketing, information management, finance, management, economics or statistics.
  • This position contributes to a full range of project components.
  • Assigned to at least one project and expected to produce results and report out as a member of a project team.
  • Organizes assigned project tasks, identifies and structures information collection activities, and sets timelines for completion of required tasks as directed.
  • Develops tools to identify and to document best practices.
  • Prepares various excel, word or PowerPoint reports, and works with access database software (or similar tool) to develop data extracts and management information reports.
  • May be asked to produce graphic information using excel or PowerPoint or similar software.
  • Contributes to development of management information and analysis conducted, provides recommendations and assists with preparation of formal presentations to communicate results to various management levels.  Identifies alternative solutions to project issues.
  • Contributes to development project plans to ensure timely deliverables and successful completion of project and demonstrates an understanding of various business intersections.
  • Assists with identification and development of training information.
  • Kaiser Permanente conducts compensation reviews of positions on a routine basis. At any time, Kaiser Permanente reserves the right to re-evaluate and change job descriptions, or to change such positions from salaried to hourly pay status. Such changes are generally implemented only after notice is given to affected employees.

Qualifications - External

Basic Qualifications:


  • N/A


  • Bachelors degree required.
  • Enrolled in or recent graduate of a MBA or other Masters level program with an accredited college or university.

License, Certification, Registration

  • N/A

Additional Requirements:

  • Solid analytical skills, problem solving, project management and critical thinking.
  • Strong project management skills.
  • Excellent verbal and written communication skills.
  • Ability to utilize at a working level Excel, Word, PowerPoint, and Access.
  • Must be able to work in a Labor/ Management Partnership environment.

Preferred Qualifications:

  • Knowledge of SQL or SAS highly desirable.


Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.