The Client Improvement Manager (CIM) is responsible for partnering with patient satisfaction clients to drive improvement and acting as the principal improvement consultant for patient satisfaction client contacts. The CIM will be a service excellence and performance improvement expert and will have direct accountability for client improvement and retention. The CIM will work cross-functionally with the sales executive to build and execute the account and service plan that support the overall account strategy, while working closely with the account manager to assure services are setup, maintained and delivered in the form that meets the clients’ needs and is within the scope of the account plan / contract. The CIM will build relationships with client contacts at all levels of the organization. The CIM will provide guidance and consultation to client contacts for improving their delivery of care and will provide training and education related to Press Ganey services, tools, and resources.
Primary responsibilities include:
Establish rapport and credibility and maintain relationships with key contacts at all levels of the organization
Identify the appropriate owner and stakeholders within the client organization for implementation of a solution
Collaborate with client to interpret Press Ganey patient satisfaction data / reports and provide guidance related to patient satisfaction quality improvement efforts
Identify the cause of a problem and direct improvement efforts towards that cause
Make specific and actionable recommendations for improvement for the client based on the knowledge of the client’s needs
Establish an actionable goal with the client and provide guidance and coaching towards completion of that goal including identification of potential barriers to success
Conduct virtual or in-person training and education sessions for clients either one-on-one or in groups
Create and document the improvement plan for the client articulating what opportunities exist, what actions are recommended, and how they will be implemented by the client. Ensure the improvement plan directly supports the account plan for the client.
Create and document the service plan for the client articulating the amount and frequency of improvement support to be provided. Ensure the service plan directly supports the account plan for the client.
Lead any service recovery efforts related to the delivery of services.
Support sales executive in identifying cross / up selling opportunities.
Communicate a variety of initiatives to the client as appropriate.
Bachelor’s degree in a related field is required.
3-5 years of health care or performance/process improvement experience is required.
Ability to travel 25-35% of the time to client locations is required.
Proven excellence in the support and service to complex and demanding customers.
Superior problem solving ability, preferably within a customer environment.
Superior project management, time management and organizational skills and the ability to quickly adapt to multiple priorities.
Strong analytical and critical thinking ability.
Excellent written and verbal communication skills including formal presentations to multiple levels of client companies.
Demonstrated interviewing and consulting skills including the ability to propose action to a client with confidence and influence a client’s decision.
Demonstrated relationship building skills.
Proven teambuilding ability to ensure adequate resources are brought to bear to meet client needs from throughout the organization.
Strong attention to detail.
Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.) and WebEx.
The position is home-office based and will be located in IL, MI, or OH.
Press Ganey Associates, Inc. - 13 months ago
Recognized as a leader in health care performance improvement for more than 25 years, Press Ganey partners with more than 10,000 organizatio...