Associate Client Support Specialist (Bilingual, English/Spanish)

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

Press Ganey currently has an exciting opportunity for an Associate Client Support Specialist (Bilingual) in our South Bend, IN office. 

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.

This role will operate from the hours of 8:30-5:30 EST or 9:00-6:00 EST

Duties & 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

• Fluent in English and Spanish

• 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 and the ability to multi-task while working in a high paced environment.
• Communication & Influencing: The job holder must clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.  An individual with excellent interpersonal skills and influencing ability who can win the confidence of individuals at all levels, both inside and outside of the organization. The job holder must have excellent written and verbal communication skills. 
• Teamwork: An individual who can work effectively in a collaborative environment and foster teamwork across all levels of the organization.
• Technical Expertise:  The job holder must be able to work with multiple applications which are web based. Technical problem solving, along with knowledge around statistics and data is a requirement.
• Business Acumen:  The job holder should possess strong analytical and process management skills and have a broad understanding of business strategy and operations.  He/she must be able to clearly articulate the business value that Press Ganey offers. He/she must be able to adapt to change, process information quickly and make recommendations to both internal and external customers.

Special Physical Requirements:

• Requires ability to get to all users' operations and computer facilities.
• Requires the ability to meet deadlines, frequent assignment changes, periodic heavy workload, rapidly changing environment, and dynamic business growth.
• Requires ability to concentrate on detailed tasks for sustained periods of time.
• Requires the ability to operate computer, printer, copy machine, calculator, other general office equipment, and to record written information.

• Requires the ability to communicate with customers, users, and vendor representatives in person, in writing, and on the telephone.
• Requires the ability to read computer output and printed material.
• Requires the ability to part