Senior Client Support Analyst

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 

• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 

• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 

• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 

• Better together: We check our egos at the door. We work together, so we win together. 

Press Ganey is committed to providing reasonable accommodations to qualified individuals with disabilities or disabled veterans in the hiring process. If you need assistance or an accommodation to apply for a position online or for your interviews or assessments, please contact us at [email protected] Please provide your contact information and the details of your request so we can best assist you.

The Senior Client Support Analyst is a client-facing position. The position works with a number of established strategic client accounts, and is responsible for managing, coordinating, and monitoring all aspects of a diverse client portfolio. This person is the subject matter expert for patient experience surveying and data collection processes. The Sr. Client Support Specialist ensures that client requests are completed in a timely manner, that CAHPS® data collection compliance is maintained, and also works collaboratively with external and internal teams to problem solve and fully support the client.

Duties and Responsibilities

• Provides expertise to clients and account team to educates customers on patient experience surveys and data collection processes and communicates regularly with the Advisor assigned to the account.
• Participates in client calls as necessary.
• Audits, interprets, and provides advice based on recurring monitoring and maintenance metrics to ensure client compliance with government-required data collection.
• Monitors, maintains and makes adjustments to all patient experience products and services for a portfolio consisting primarily of Press Ganey’s most complex, strategic health care system accounts.
• Prioritizes workload and manages timelines to meet client target dates for projects and for internal service level agreements.
• Informs and advises client and internal Press Ganey account team of progress on client projects and requests. 
• Serves as SME resource for internal teams.
• Facilitates a collaborative team environment for both internal and external clients.
• Provides ongoing support for new and existing products.
• Contributes annually to at least one cross-departmental internal project around developing/improving processes, acting as lead or co-lead.
• Cross trains as needed for exposure to Press Ganey products.

Qualifications

• 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 strong 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.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/