Program Manager

Press Ganey

3d•$95,000 - $110,000•Hybrid

About The Position

The Senior Account Manager leads individual client projects that include complex, often custom survey designs, sampling designs, deliverables, and client timelines. The Senior Account Manager is responsible for the set-up and ongoing maintenance for data collection and reporting for Press Ganey Member Experience products. This includes survey design, building, and report/dashboard configuration on multiple platforms. This person is the liaison between the client, the Press Ganey account team, and other stakeholders throughout the project and is expected to meet client expectations accurately and consistently, while developing relationships and identifying ways to delight their client contacts with value added service. The Senior Delivery Specialist role is responsible for managing a portfolio of Press Ganey’s most complex and strategic Health Plan clients.

Requirements

Minimum 7 years of health care, quality improvement, project management, or experience improvement.
Understanding of the unique challenges within Health Care, Health Plans and Member Experience
Demonstrated ability to manage large, strategic client projects
Proven excellence in the support and service to complex customers is preferred
Use of demonstrated analytical skills to identify, research, and solve complex problems with a sense of urgency
Proficiency with Microsoft Office (Word, Excel, Outlook, etc.) with demonstrated higher level Excel skills preferred
Excellent written and verbal communication skills
Strong organizational skills and attention to detail
Ability to question, probe, and/or challenge clients in order to ensure the client’s ultimate needs are met
Ability to handle multiple projects simultaneously while meeting strict deadlines
Proven ability to provide recommendations that will support client goals and strategy
Proven ability to anticipate client questions and needs
Proven ability to act as a strategic partner and expert in management of client portfolios
Proven ability to identify and escalate risk to internal and external partners

Responsibilities

Manage project timeline (client facing and internal) to ensure on time survey launch, completion, and reporting.
Builds and maintains relationships with client contacts and learns their organization’s unique needs through regularly scheduled meetings and proactive advisement on recommended account/program changes.
Ability to identify risk and proactively solve problems
Provide support for service failures and service recovery
Update survey design based on client goals and feedback
Program survey design into multiple different platforms
Make necessary updates to dashboard reporting
Partner with client through project lifecycle.
Lead kick off calls at the start of project in order to appropriately set client expectations
Track response rates, minimum number of respondents, and sampling to maximize data collection and achieve client’s goals
Act as an engaged and effective member of a team, working with cross-functional partners across the organization.
Act as a mentor to new hires and existing teammates.