About press ganey:
Press ganey pioneered the health care performance improvement movement 35 years agoToday press ganey offers an integrated suite of solutions that enable enterprise transformation across the patient journeyDelivered through a cutting-edge digital platform built on a foundation of data security, press ganey solutions address safety, clinical excellence, patient experience, and workforce engagementThe 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 a remote customer support mangerThe customer support manager is responsible for handling the ongoing management of the support operations teamFocus on post-sale processes, and provide top-notch customer support to growing customer base.
The role is customer facing at times and requires proven expertise in interacting cross-departmentally, and the ability to identify, analyze and re-design processes and technology to increase efficiency, flexibility, and resilience to serve our customersThe ideal candidate can accurately understand customer needs, product capabilities, workflows, comfortably spec and discuss technical requirements and have a natural drive to lead support and listings teams.
Duties & responsibilities:
Assist with activities related to new service implementation, project configuration or ongoing account maintenance and monitoring (e.g., client survey and survey invitation customization, updates to unit/specialty/provider/location tables, peer groups, demographic profile, report customization requests)
Point of escalation for support/listings issues for both internal and external customers
Partnering with internal stakeholders from client success, sales, product, engineering, and project management
Collaborate with client success in keeping our customers informed of support process, system and other important customer impacting updates
Work cross-functionally to improve our listings publisher related processes
Develop and manage support tracking and ticketing automation specs for processes related to internal and external customer support requests
Assist the engineering team in identifying the development of new tools to drive support efficiency and coordinate their roll-out
Qualifications:
1-3 years of professional experience (health care, quality improvement or project management experience preferred)
Technically savvy across various platforms and ability to learn skills quickly
Saas experience
Adept at creating jira processes and efficiency (1+ year long process for integration)
1.5+ years of experience with sql
1+ years of process mapping experience
Ability to learn, understand, map and diagnose processes
Must have process management experience
Excellent written and verbal communication skills
Strong organizational skills and attention to detail
Proficiency with microsoft office (word, excel, outlook, etc.) with demonstrated higher level excel skills preferred
Ability to question, probe, and/or challenge colleagues to ensure the client’s ultimate needs are met
Ability to handle multiple projects simultaneously while meeting strict deadlines
Minimum education:
Bachelor’s degree is required
All positions at press ganey require an applicant who has accepted an offer to undergo a background checkThe specific checks are based on the nature of the positionBackground 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 testBy applying for a position with press ganey, you understand that you will be required to undergo a background check should you be made an offerYou also understand that the offer is contingent upon successful completion of the background check and results consistent with press ganey`s employment policiesYou 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 dateAssociates 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 workforceWe 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 applicantHowever, 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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