Health Plan Advisor - Quality & Experience

Company Description

Looking to level up your career by working with an ambitious global team? Want to play a key role in the success of a growing healthcare and technology company?

Our businesses – Press Ganey, Forsta and Rio SEO -- are breaking down silos to explore and understand the full Human Experience (HX) of our clients’ target audiences, which include patients, consumers, employees across an array of industries including healthcare, technology, retail, and consumer goods and services. We deliver groundbreaking experience and research technology, unmatched expertise, and real impact for ambitious leaders globally.

• Opportunity to work in a fast-paced, market leading SaaS company, with colleagues and customers from all over the world and an experienced executive leadership team
• Exciting challenges in an international environment
• Competitive salary and regular performance reviews
• Flexible location and Hybrid working environment – work some days from home
• Benefits like health care, annual bonuses, employee referral bonuses, Employee Support Program, Internal Mobility program and many more….

Job Description

The Advisor role owns the day-to-day client improvement relationship by interpreting client insights and having a deep understanding of the healthcare and health plan landscape including industry trends and key challenges and priorities. Advisors partner with Press Ganey clients and work cross-functionally with internal team members to identify opportunities and solutions to meet client goals and objectives. With a strong focus on alignment with our support teams, Advisors partner with Sales and Delivery teams to ensure the partnership supports the client’s member experience strategy including growth, retention, Stars engagement and overall experience.  Advisors will leverage the HX platform, analytics, best practices, client networking and industry knowledge to provide proactive insights in the support of client’s decision making.

Duties and Responsibilities

• Develops both senior leader and team relationships with the client as the PG expert in interpreting their experience data with a focus on actions the client can take to improve their member experience.
• Provides day-to-day oversight of improvement strategies for Health Plans with a client centric mindset of improving their key KPIs around member experience and Star Ratings.
• Deeply understands the unique challenges faced by Health Plans, with an equal understanding of how PG solutions and insights align to and support decision making for priorities.
• Provides proactive analytical insights to engage clients in PG’s differentiating value and service – using the reports and data generated through the HX platform to support experience improvement initiatives.
• Collaborates with thought leadership, consulting, marketing, data science, and other internal departments to create, adapt, and drive innovation in resources including blogs, tool kits, case studies, analytical insights and other externally facing insights-at-scale that are customized specifically for Health Plans.
• Collaborates with product, technology, delivery and thought leadership to identify market trends and future solutions.
• Supports and leads industry programs, online communities, webinars and events, etc., aimed at networking like clients to support Press Ganey’s value proposition.
• Supports growth team in identifying client needs/opportunities for improvement and growth for clients. Collaborate to identify and deliver best practice recommendations to provide value to the client and meet their specific needs. 
• Supports regular cadence of client performance overview presentations in coordination with Managing Director.

Qualifications

• Minimum five years’ experience working closely with or within a Health Plan focused on driving quality and/or member experience improvements
• Minimum five years’ experience focused on analyzing and interpreting consumer experience data
• Strongly preferred experience with health plan quality programs including STARS,CAHPS, HEDIS, and HOS.
• Obsession with both client and customer experience including follow-up and problem resolution
• Excellent interpersonal, communications, listening, and presentation skills
• Solid working knowledge of improvement methodology, best practices, and data analytics

• Ability to travel up to 20% to provide client support onsite, as needed
• Ability to work in a fast-paced environment while prioritizing competing client needs

Education

• Bachelor’s degree or higher

Additional Information

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on t