Senior Client Support Analyst

Press Ganey

1d•Hybrid

About The Position

The Senior Client Support Analyst is a client-facing position. The position works with a number of established strategic client accounts, and is responsible for managing, coordinating, and monitoring all aspects of a diverse client portfolio. This person is the subject matter expert for patient experience surveying and data collection processes. The Sr. Client Support Specialist ensures that client requests are completed in a timely manner, that CAHPS® data collection compliance is maintained, and also works collaboratively with external and internal teams to problem solve and fully support the client.

Requirements

Bachelor’s degree is required.
Minimum 2-4 or more years’ experience in Client Support Specialist role, having demonstrated ability to manage large, strategic customer accounts
Excellent written and verbal communication skills are required.
Proficiency with Microsoft Office (Excel, Word, Outlook, etc.)
Demonstrated ability to analyze multiple data sources, including client’s budget and contract details, to create and execute a survey distribution plan.
Demonstrated quality-focus, with strong organizational skills and attention to detail, and ability to prioritize work and manage time effectively.
Proven ability to manage complex and strategic client accounts.
Fully owns processes for assessing, investigating, and managing key client requests with little or no oversight.
Displays passion for work and is motivated to learn on the job from other team members and by self-paced eLearning.
Able to serve as a mentor to new associates and act as a leader within the team and the department.
Able to adapt in a fast-paced, innovative, changing environment.

Responsibilities

Provides expertise to clients and account team to educates customers on patient experience surveys and data collection processes and communicates regularly with the Advisor assigned to the account.
Participates in client calls as necessary.
Audits, interprets, and provides advice based on recurring monitoring and maintenance metrics to ensure client compliance with government-required data collection.
Monitors, maintains and makes adjustments to all patient experience products and services for a portfolio consisting primarily of Press Ganey’s most complex, strategic health care system accounts.
Prioritizes workload and manages timelines to meet client target dates for projects and for internal service level agreements.
Informs and advises client and internal Press Ganey account team of progress on client projects and requests.
Serves as SME resource for internal teams.
Facilitates a collaborative team environment for both internal and external clients.
Provides ongoing support for new and existing products.
Contributes annually to at least one cross-departmental internal project around developing/improving processes, acting as lead or co-lead.
Cross trains as needed for exposure to Press Ganey products.