Press Ganey
healthcare
SeniorClientSupportAnalyst
“Senior Client Support Analyst at Press Ganey. Skills: client support, account management, patient experience surveying, data analysis. managing, coordinating, and monitoring all aspects of a diverse client portfolio. serving as subject matter expert for patient experience surveying and data collection processes”
What You'll Achieve.
ensure client compliance with government-required data collection; meet client target dates for projects; meet internal service level agreements; drive innovation and action
Industry & Context.
problem solve; analyzing multiple data sources; assessing, investigating, and managing key client requests
What They're Looking For.
Must Have
Bachelor’s degree is required., Minimum 2-4 or more years’ experience in Client Support Specialist role, having demonstrated ability to manage large, strategic customer accounts, Excellent written and verbal communication skills are required., Proficiency with Microsoft Office (Excel, Word, Outlook, etc. ), Demonstrated ability to analyze multiple data sources, including client’s budget and contract details, to create and execute a survey distribution plan., Demonstrated quality-focus, with organizational skills and attention to detail, and ability to prioritize work and manage time effectively., Proven ability to manage complex and strategic client accounts., Fully owns processes for assessing, investigating, and managing key client requests with little or no oversight., Displays passion for work and is motivated to learn on the job from other team members and by self-paced eLearning., Able to serve as a mentor to new associates and act as a leader within the team and the department., Able to adapt in a fast-paced, innovative, changing environment.
What You'll Do.
and monitoring all aspects of a diverse client portfolio
serving as subject matter expert for patient experience surveying and data collection processes
ensuring client requests are completed in a timely manner
maintaining CAHPS® data collection compliance
and providing advice based on recurring monitoring and maintenance metrics
maintaining and making adjustments to all patient experience products and services
prioritizing workload and managing timelines
informing and advising client and internal Press Ganey account team of progress on client projects and requests
serving as SME resource for internal teams
providing ongoing support for new and existing products
contributing annually to at least one cross-departmental internal project around developing/improving processes
cross training as needed for exposure to Press Ganey products
How You'll Work.
Team & Collaboration
works collaboratively with external and internal teams to problem solve and fully support the client; communicates regularly with the Advisor assigned to the account; facilitates a collaborative team environment for both internal and external clients; serves as SME resource for internal teams; acts as a leader within the team and the department
Communication Scope
Excellent written and verbal communication skills
Process & Methodology
managing timelines, managing client target dates for projects, managing internal service level agreements
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