CAHPS Program Administrator

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:

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. 

Job Description

This position supports the enterprise operational compliance with federal protocols and Press Ganey’s success by being the lead for assigned CAHPS programs.  Serve as the lead for assigned CAHPS programs for the operational component and oversee the setup of systems and procedures supporting assigned services.  Meet quality assurance standards set by the Enterprise and public policy agencies and for the achievement of enterprise goals.  Will review, evaluate and refine the processes and documentation for CAHPS assigned programs. Conduct ongoing tracking of client set up and execution of program protocol.  Responsible for monitoring client compliance; ensuring documentation of client compliance and exceptions are maintained; alerting account managers to client-specific issues with deadline for actions; follow up to ensure client-specific issues are resolved; track issues in a way that can provide feedback to account managers, team leaders and CAHPS team for improved education and support processes.  Analyze root cause of set up errors or noncompliance and make recommendations regarding product and process enhancements to reduce errors and drive efficiency.  Will coordinate and lead (with assistance from other content experts) internal training related to CAHPS products for new hires and existing staff.

Duties & Responsibilities:

• Review guidelines and monitor CAHPS associated websites, implement required changes.
• Lead the operational support for assigned CAHPS services - Setup system and procedures to track client compliance - includes technology solutions and forming manual audits and checks where needed.
• Serve as the domain expert for assigned CAHPS services - Support the AM/Advisor/Sales function for operations as the subject matter expert - Includes participating and/or leading trainings, client communication, and interdepartmental meetings.
• Conduct systematic random audits of client level set up and overall system checks to identify errors or lack of documentation.
• Prepare, audit, and submit CAHPS data with quality assurance and CMS compliance.
• Create and present appropriate process and training documentation.
• Prepare site visit materials.
• Maintain QAP’s.
• Coordinate updates with Application Support, sales, product, EDIs.
• Support and assist with CMS Training for operational groups.
• Prepare annual CMS updates for internal and external clients.
• Provide necessary internal PG Documentation for work standards and procedures.
• Manage t