Associate Client Support Specialist-Bilingual

Company Description

PG Forsta 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:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.  

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs.  Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Our Values:

Champion the Client

We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.

All Together Better

We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging  by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We recognize that change is constant and presents opportunities to learn, adapt, and evolve.  We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.

Do the Right Thing

We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.

Job Description

The Associate Client Support Specialist will provide support and problem-solving external customers (patients) in a virtual and phone environment to triage requests and provide detailed follow-up on PG’s policy of handling patient calls from the support number provided on the CAHPS surveys.  The position will serve as primary support to all patient calls that contact Press Ganey, thus reducing the workload for our Client Support Desk.  The Associate Client Support Specialist will be responsible for logging all calls and reporting any issues or escalating to the Application Support and/or COE Teams as well as their Supervisor and Director. Also reporting any anomalies, trends, or issues they may endure receiving the calls. Assistance with the CSS team including but not limited to log in information requests, password resets and basic entry level assistance to the team.

Duties and Responsibilities

• The Associate Client Support Specialist will provide on-demand survey support for patients and members relating to CAHPS mandated surveys via phone and email.
• Associate Client Support Specialists will provide general technical support Press Ganey eSurves to patients and members that call in with technical issues with survey links via SMS or email.
• The ACSS will conduct online surveys for visually impaired patients that have trouble with accessing online surveys.
• Tracking/documenting of all correspondence and providing follow-up to critical account team members in accordance with team policies.

Qualifications

• Time Management Skills:  The job holder must be able to manage multiple work streams with input from resources from a variety of teams, delivering high quality, on time, and in a client facing style.  He/she must have demonstrated organizational skills