Account Manager II

Company Description

Press Ganey, the leading Human Experience (HX) healthcare performance improvement company, offers an integrated suite of solutions that address safety, clinical excellence, patient experience and workforce engagement. The company works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care. Press Ganey is a PG Forsta company.

Job Description

The Account Manager leads individual client projects that include moderately complex survey designs, sampling designs, deliverables, and client timelines. The Account Manager is responsible for the set-up and ongoing maintenance for data collection and reporting for Press Ganey Member Experience products. This includes survey design, building, and report/dashboard configuration on multiple platforms. This person is the liaison between the client, the Press Ganey account team, and other stakeholders throughout the project and is expected to meet client expectations accurately and consistently, while developing relationships and identifying ways to delight their client contacts with value added service. The Account Manager role is responsible for managing Press Ganey’s moderately complex Health Plan clients. Portfolios will include multiple ongoing projects.

Duties and Responsibilities

• Update survey design based on client goals and feedback
• Program survey design into multiple different platforms
• Make necessary updates to dashboard reporting
• Partner with client through pre-launch testing
• Manage project timeline (client facing and internal) to ensure on time survey launch, completion, and reporting
• Lead kick off calls at the start of project in order to appropriately set client expectations
• Track response rates, minimum number of respondents, and sampling to maximize data collection and achieve client’s goals
• Ability to identify risk and proactively solve problems
• Client support and regular status reports.
• Provide support for service failures and service recovery
• Act as an engaged and effective member of a team, working with cross-functional partners across the organization. 

Qualifications

• Minimum 5 years of health care, quality improvement, project management, or experience improvement
• Understanding of the unique challenges within Health Care, Health Plans and Member Experience
• Understand and become proficient in the HEDIS CAHPS survey program which includes interpreting the quality assurance guidelines and ensuring compliance. 
• Proven excellence in the support and service to clients is preferred
• Use of demonstrated analytical skills to identify, research, and solve 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
• Ability to provide recommendations that will support client goals and strategy
• Ability to anticipate client questions and needs
• Ability to act as a strategic partner and expert in management of client portfolio
• Ability to identify and escalate risk to internal and external partners

Education

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

Additional Information

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 Forsta 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.

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,