Engagement- Support Specialist at Press Ganey Associates, LLC in South Bend, Indiana

Job Description:

About Press Ganey

Press Ganey pioneered the health care performance improvement movement more than 30 years ago. Today, Press Ganey offers an integrated suite of solutions that enable enterprise transformation across the patient journey. Delivered through a cutting-edge digital platform built on a foundation of data security, Press Ganey solutions address safety, clinical excellence, patient experience and workforce engagement. The company works with more than 33,000 health care facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality and experience of care.

Position Description/Overview:

Press Ganey currently has an exciting opportunity for an Engagement Support Specialist in our South Bend, IN office. This role will support Engagement Survey Services Department.

The Support Specialist is responsible for client set-up and ongoing maintenance for data collection, data reporting, and PG online for Press Ganey services (employee / physician partnership, safety and future products).  The Support Specialist ensures that the client’s account is setup and maintained according to the plan and that necessary information is communicated to the Relationship Executive and Client Improvement Manager to allow them to build, change and maintain the account plan.

Duties & Responsibilities: 

• Set up new services and facilitate ongoing updates (survey and cover letter customization, unit/specialty/provider tables, peer groups, demographic profile, report customization requests).


• Use analytical skills to deduce sampling strategy.


• Track response rates, minimum n, and sampling to maximize data collection and achieve client’s goals with respect to use of data.


• Solve problems related to errors in data collection and reporting.


• Setup, maintain and verify account information (report cycles, delivery addresses, logging calls, client contact information, PGonline administrative functions, verification of any lists distributed, perform audits).


• Provide support for service failures/recovery.


• Act as an effective member of a team and cross-team product group.


• Advise client on report interpretation (statistics, calculations, etc.).


• Build and maintain relationship with the primary client contact and facilitate a collaborative team environment to break down barriers for our clients.


• Collaborate with Relationship Executive and Client Improvement Manager to establish appropriate distribution methods, sampling, and reporting requirements

Qualifications:

• 1-3 years of health care, quality improvement or project management experience.


• Proven excellence in the support and service to complex and demanding customers is preferred.


• Use of demonstrated analytical skills to identify, research, and solve complex problems with a sense of urgency.     


• Proficiency with Microsoft Office (Word, Excel, Outlook, etc.) with demonstrated higher level Excel skills preferred.


• Excellent written and verbal communication skills.


• Strong organizational skills and attention to detail. 


• Ability to question, probe, and/or challenge clients in order to ensure the client’s ultimate needs are met. 


• Ability to handle multiple projects simultaneously while meeting strict deadlines.

Minimum Education:

• Bachelor’s degree in a related field is required.

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

For more information about Press Ganey, visit our web site at pressganey.com.

Press Ganey Associates, Inc. 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.

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