Senior Client Support Analyst

📋 Description

• • Serve as the primary subject matter expert for patient experience surveying and data collection processes for a portfolio of strategic healthcare system accounts.
• • Manage, coordinate, and monitor all aspects of client engagements including survey distribution, data collection compliance, and service delivery timelines.
• • Audit and interpret client data to ensure adherence to government-mandated CAHPS® data collection standards and provide actionable recommendations.
• • Communicate regularly with assigned Client Advisors and clients to update on project progress, address inquiries, and resolve issues in a timely manner.
• • Participate in client calls as needed to provide expert guidance on survey methodology, data requirements, and reporting outcomes.
• • Maintain and adjust patient experience products and services to meet evolving client needs and regulatory requirements.
• • Prioritize workload effectively to meet internal service level agreements and client-specific project deadlines.
• • Act as a resource and mentor to new associates, providing guidance on processes, tools, and best practices for client support.
• • Collaborate cross-functionally with internal teams including data, product, and operations to troubleshoot issues and improve client outcomes.
• • Contribute annually to at least one cross-departmental internal project focused on process improvement or product development, leading or co-leading initiatives.
• • Cross-train across Press Ganey’s suite of products to expand functional knowledge and support broader team needs.
• • Fully own the end-to-end process for assessing, investigating, and resolving complex client requests with minimal supervision.
• • Demonstrate strong organizational skills and meticulous attention to detail while managing multiple high-priority client accounts simultaneously.
• • Adapt quickly to changes in client demands, regulatory standards, and internal systems within a fast-paced, innovative environment.
• • Drive client satisfaction by proactively identifying potential issues and implementing solutions before they impact service delivery.
• • Utilize Microsoft Office Suite (Excel, Word, Outlook) to analyze client budgets, contracts, and survey data to design and execute distribution plans.
• • Maintain a passion for continuous learning through self-paced eLearning and knowledge sharing with teammates.
• • Foster a collaborative team culture by encouraging open communication, shared accountability, and mutual support among internal and external stakeholders.