Account Management Support Specialist

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.

This position will support the Account Managers by absorbing standard workflow for large client implementations, and projects. Assisting with special client requests and ad-hoc reporting projects that require manual processes, knowledge of excel and other software and data outputs. Serving as the second set of eyes on manual processes to ensure 100% quality in the operational delivery of survey products and CAHPS compliance. This person will assist in the setup of new customers and/or services to reduce some of the backend process work for the Account Manager when needed and have the ability to provide client coverage for vacations of leave of absence. This position could support a Regional, Mid-Market or Enterprise Account Manager. The expectation of a Support Specialist is to be the entry position into Client Experience with a career path into the Account Manager role.

• Assist in the implementation of new clients and/or services for existing accounts as needed. Percentage of Time 40%
• Maintain ongoing reporting needs for clients. Running and editing of manual reports (response rate reports, chklogs, db2 commands, etc.) for internal use to assess on-going stabilization of client surveying and receivables. Percentage of Time 25%
• Quality Assurance - Serve as the 2nd set of eyes for manual processes conducted by the AM. Percentage of Time 25%
• Assist with process improvement relating to quality issues that are discovered. Utilization of the Quality Management System (QMS) to track all issues in collaboration with the Quality team. Percentage of Time 10%

• Minimum 2 years of experience.
• Excellent written and verbal communication skills are required
• Proficiency with Microsoft Office (Excel, Word, Outlook, etc.)

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position ranges from $40,000 to $50,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/

#LI-Remote