Patient Experience Advisor (Mid-Market Accounts)
About The Position
Our Patient Experience (PX) advisors bring deep healthcare expertise, leading best practices, and rich data-driven insights to help our healthcare clients develop a first-class strategy and effective plan to improve the patient experience of care. The Advisor owns the day-to-day client improvement relationship and has a deep understanding of the healthcare 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 solutions to meet client challenges. Through alignment with our support teams, Advisors ensure that support processes are implemented timely and align with the client’s PX strategy. Advisors will leverage analytics, best practices, client networking and industry programs to provide proactive insights in the support of client’s decision making.
Requirements
- 5+ years of experience in the healthcare field related to the improvement of the Patient Experience.
- Excellent interpersonal, communications, listening, and presentation skills
- Solid working knowledge of improvement methodology, best practices, and data analytics
- Ability to travel up to 25%.
- Ability to work in a fast-paced environment while prioritizing competing client needs
- Obsession with customer experience including follow-up and problem resolution
- Bachelor’s degree and 5 years minimum of prior relevant experience with healthcare patient experience improvement.
Responsibilities
- Provides day to day oversight of the client improvement strategy as well as oversee coordination of Press Ganey Support teams.
- Deeply understand the unique challenges of client stakeholders face, with an equal understanding of how PG solutions and insights align to and support decision making for priorities.
- Provide on-demand improvement support and proactive analytic insights to engage clients in PG’s differentiating value and service.
- Align to thought leader and company focused initiatives.
- Collaborate with thought leadership, consulting, knowledge management, marketing, data science, and internal departments to create, adapt, and drive innovation in resources including analytics, tweetables, blogs, tool kits, case studies and other externally facing insights-at-scale that are customized specifically for the COE’s key stakeholder.
- Aligns with Application Support Specialists to ensure that follow through is delivered in a timely manner and aligns with the overall client PX strategy.
- Collaborate with product, technology, delivery and thought leadership to identify market trends and future solutions.
- Coordinates regular cadence of client performance overview presentations in coordination with Managing Director.
- Support and lead industry programs, online communities, webinars and events, etc., aimed at networking like clients to support Press Ganey’s value proposition.
- Support growth team in identifying client needs/opportunities for improvement and growth for clients in a specific PG region.
- Collaborate to identify and deliver best practice recommendations to provide value to the client and meet their specific needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
