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CAHPS Quality Specialist

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POST DATE 8/19/2016
END DATE 10/11/2016

Press Ganey Associates, lnc. South Bend, IN

South Bend, IN
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)
Bachelors Degree


About Press Ganey

Celebrating 30 years of experience, Press Ganey is recognized as a pioneer and thought leader in patient experience measurement and performance improvement solutions. Our mission is to help health care organizations reduce patient suffering and improve clinical quality, safety and the patient experience. As of January 1, 2015, we served more than 22,000 health care facilities, including 62% of U.S. acute care hospitals, 81% of U.S. acute care hospitals with more than 100 beds and 73% of U.S. medical practices with more than 50 physicians.

Headquartered in South Bend, Indiana, with offices in Baltimore, Charlotte, Chicago, Kansas City and Wakefield, Press Ganey serves clients nationwide with locally based teams of associates to ensure strong client connections and relationships. As a result, Press Ganey is acutely aware of the challenges and opportunities unique to specific providers and their communities. Our associates are professionals, deeply rooted in health care and strongly committed to our clients succes

Whether it's the hospital, medical practice, ambulatory or home care setting, we partner with clients to create and sustain a high-performance environment to ultimately improve the patient experience. Our comprehensive suite of health care solutions helps clients meet their goals of improved quality, better care and lower costs.

Press Ganey provides both ongoing advisory services and consulting in all phases of performance improvement. Our patient experience advisors are uniquely trained and skilled to identify areas of opportunity and help clients implement targeted improvement plans. Our consultants, whose health care experience is a true differentiator, work in partnership with organizations to identify and implement best practices across their operations.

Simply put, we are vested in our clients success, and dedicated to helping them understand and improve every dimension of the patient experience.

Position Description:

This position supports the client level compliance with federal protocols and Press Ganey s success at maintaining client level quality for the CAHPS programs. Conduct ongoing tracking of client set up and execution of program protocol. Conduct random audits of the set up processes for client hospitals to ensure accuracy and documentation of process. Track client execution of CAHPS (mailing dates, supply of administrative information) and create mechanisms to notify and follow-up with client facing team to ensure client issues are found and addressed. Provide feedback regarding client status and set up compliance to account managers and team leaders for development. Together with CAHPS Quality Manager, will analyze root cause of set up errors or noncompliance and make recommendations regarding product and process enhancements to reduce errors and drive efficiency. Serve as business side for creating ITRs for continue4d system enhancements.

CAHPS Quality Specialist will be responsible for monitoring client compliance; ensuring documentation of client compliance and exceptions is maintained; alerting account managers to client-specific issues with deadline for actions; follow up to ensure client-specific issues are resolved; track issues in a way that can provide feedback to account managers, team leaders and CAHPS team for improved education and support processes.

Position Responsibilities:

* Design system to track major aspects of client compliance with CAHPS (mailing, sampling, administrative data en masse. Use technology (excel, SPSS) to automate when possible.

* Communicate results of tracking system to account managers with follow-up

* Conduct systematic random audits of client level set up to identify errors or lack of documentation.

* Provide feedback to account managers and team leaders regarding any issues found.

* Create and present appropriate process and training documentation.

Position Requirements:

* Education/training equivalent of 4-year college program (i.e. Bachelor s Degree)

* Minimum years of experience required. 0 years to 2 years

* The successful candidate will have exceptional attention to detail and follow-up. Will have the ability to analyze information to problem solve and determine root cause. Proficient in use of excel to manipulate, integrate and display data. Collaborative interpersonal style required to hold people accountable while building interdepartmental relationships. Confidentiality is necessary as aspects of this position may identify performance issues in colleagues.

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background 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 test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

For more information about Press Ganey, visit our web site at

Press Ganey is committed to a diverse workforce and is an Equal Opportunity/Affirmative Action employer (Minorities/Women/Veterans/Disabled).