Account Manager

at Press Ganey Associates LLC in Chicago, Illinois, United States

Job Description

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries-a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare -perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.
Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world's most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Mission
We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.
We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty.
Values
Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
Dare to innovate: We challenge the status quo with creativity and innovation as our true north.
Better together: We check our egos at the door. We work together, so we win together.

Job Description
The Account Manager leads individual client projects that include moderately complex survey designs, sampling designs, deliverables, and client timelines. The 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 Account Manager role is responsible for managing Press Ganey's moderately complex Health Plan clients. Portfolios will include multiple ongoing projects.
Duties and Responsibilities
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 pre-launch testing
Manage project timeline (client facing and internal) to ensure on time survey launch, completion, and reporting
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
Ability to identify risk and proactively solve problems
Client support and regular status reports.
Provide support for service failures and service recovery
Act as an engaged and effective member of a team, working with cross-functional partners across the organization.
Qualifications
Minimum 5years of health care, quality improvement, project management, or experience improvement experience
Understanding of the unique challenges within Health Care, Health Plans and Member Experience
Understand and become proficient in the HEDIS CAHPS survey program which includes interpreting the quality assurance guidelines and ensuring compliance.
Proven excellence in the support and service to clients is preferred
Use of... For full info follow application link.

Press Ganey Associates, Inc. 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.