Position Description

Associate Client Support Specialist
Location IN - South Bend Office
Functional Area Operations
Employment Status Regular
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About Press Ganey:

Press Ganey pioneered the health care performance improvement movement 35 years ago. Today Press Ganey offers an integrated suite of solutions that enable enterprise transformation across the patient journey. Delivered through a cutting-edge digital platform built on a foundation of data security, Press Ganey solutions address safety, clinical excellence, patient experience, and workforce engagement. The company works with more than 41,000 health care facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care.

Position Description/Overview:

Press Ganey currently has an exciting opportunity for an Associate Client Experience Specialist in our South Bend, IN office. This role will support the Patient Experience Advisor Services Department.

The Associate Client Support Specialist (ASCA) will provide support and problem solving external customers (patients) in a virtual and phone environment to triage requests and provide detailed follow-up on PG’s policy of handling patient calls from the support number provided on the CAHPS surveys.  The position will serve as primary support to all patient calls that contact Press Ganey, thus reducing our Client Support Desk workload.  The Associate Client Support Desk Specialist will be responsible for logging all calls and reporting any issues or escalating to the Account Team and/or Client Support Desk Manager. Also, reporting out any anomalies, trends, or issues they may endure receiving the calls. Assistance with the CSS team including but not limited to: login information requests, password resets, and basic entry-level assistance to the team

Duties & Responsibilities

  • Provide on-demand client support. ACSA will provide support to Press Ganey customers who reach out via phone or email. This support will entail handling and triaging requests and issues involving Press Ganey’s HCAHPS support line. ACSA will be responsible for providing in-depth responses to clients/patients or ensuring proper follow-up by the account team has taken place.
  • Tracking/documenting of all correspondence and providing follow-up to critical account team members per team policies
  • Assist Client Support Specialists such as assisting with data collection, reviewing items for quality, and/or providing on-demand support when needed.

Qualifications:

  • 1 to 2 years of relevant experience
  • Time Management Skills:  The job holder must be able to manage multiple work streams with input from resources from a variety of teams, delivering high quality, on time, and in a client-facing style.  He/she must have demonstrated organizational skills and the ability to multi-task while working in a high-paced environment.
  • Communication & Influencing: The job holder must clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.  An individual with excellent interpersonal skills and influencing ability can win individuals' confidence at all levels, both inside and outside of the organization. The job holder must have excellent written and verbal communication skills.
  • Teamwork: An individual who can work effectively in a collaborative environment and foster teamwork across all levels of the organization.
  • Technical Expertise:  The job holder must be able to work with multiple web-based applications. Technical problem solving, along with knowledge of statistics and data is a requirement.
  • Business Acumen:  The job holder should possess strong analytical and process management skills and have a broad understanding of business strategy and operations.  He/she must be able to clearly articulate the business value that Press Ganey.
  • Schedule: 9a-6pm
  • This role is 100% in-office role

 

Minimum Education:

  • High school education/diploma

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.

In order to ensure a healthy and safe work environment, Press Ganey requires all of its associates to be fully vaccinated against COVID-19, or have an approved medical or religious exemption, prior to their start date to enter any of our locations or to visit with a client. Associates who cannot receive the vaccine because of a disability/medical contraindication or sincerely held religious belief may request an accommodation to this requirement.

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.

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