Associate Client Support Specialist

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. 

​​The Associate Client Support Specialist will provide support and problem-solving external customers (patients/members) in a virtual and phone environment to triage requests and provide detailed follow-up on PG’s policy of handling patient/member calls from the support numbers provided on Press Ganey surveys across different methodologies.  The position will serve as primary support to all patient/member 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 

List the primary job duties and responsibilities using headings and then give examples of the types of activities under each heading.  

• The Associate Client Support Specialist will provide on-demand survey support for patients and members relating to Press Ganey surveys via phone, text, mail, 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