Program Manager

About the role

The Program Manager leads individual client projects that include complex, often custom survey designs, sampling designs, deliverables, and client timelines. 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.

Responsibilities

• Manage project timeline (client facing and internal) to ensure on-time survey launch, completion, and reporting.
• Builds and maintains relationships with client contacts and learns their organization’s unique needs through regularly scheduled meetings and proactive advisement on recommended account/program changes.
• Ability to identify risk and proactively solve problems.
• Provide support for service failures and service recovery.
• Update survey design based on client goals and feedback.
• Program survey design into multiple different platforms.
• Makes necessary updates to dashboard reporting.
• Partner with client through project lifecycle.
• 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.
• Act as an engaged and effective member of a team, working with cross-functional partners across the organization.
• Act as a mentor to new hires and existing teammates.

Qualifications

• Minimum 7 years of health care, quality improvement, project management, or experience improvement.
• Understanding of the unique challenges within Health Care, Health Plans and Member Experience.
• Demonstrated ability to manage large, strategic client projects.
• Proven excellence in the support and service to complex customers is preferred.
• Use of demonstrated analytical skills to identify, research, and solve complex problems with a sense of urgency.
• Proficiency with Microsoft Office (Word, Excel, Outlook, etc.) with demonstrated higher level Excel skills preferred.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to question, probe, and/or challenge clients in order to ensure the client’s ultimate needs are met.
• Proven ability to provide recommendations that will support client goals and strategy.
• Proven ability to anticipate client questions and needs.
• Proven ability to act as a strategic partner and expert in management of client portfolios.
• Proven ability to identify and escalate risk to internal and external partners.

Education

Bachelor’s degree in a related field is required.

Additional Information

For US Based Jobs
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.