Press Ganey

Implementation Specialist

• Provides day to day oversight of the client implementation including understanding the clients’ goals and use cases, recommending, and guiding product configuration, helping set expectations, and establishing priorities.
• Forms strong relationships with clients by serving as the primary point of contact for implementation, understanding and communicating client feedback internally.
• Partners with Delivery Team to ensure completion of product configuration, manage timelines for deliverables and to setup clients for success.
• Collaborate between multiple departments and teams to reconcile competing priorities to maximize overall client satisfaction and project success.
• Brings in appropriate PGForsta experts and creates seamless handoff to other departments and post-implementation support.
• Identify and escalate challenges and risks associated with implementation and client satisfaction to supervisor and other senior team members before problems become critical.
• Provides product overview and connects client with training and education opportunities.

Client Implementation Manager

Program Manager

• Own program-level execution for enterprise healthcare clients implementing multiple solutions from multiple Business Units simultaneously
• Maintain clear, accurate, and timely program status reporting across all workstreams
• Ensure risks, issues, and dependencies are identified early, documented, and actively managed
• Own the escalation process, including coordination, documentation, and follow-through until issues are stabilized
• Drive cross-functional response during escalations by influencing internal teams that do not report directly to the PM
• Provide clear, concise updates to internal and external stakeholders, even when information is incomplete
• Establish and maintain program governance structures, potentially including integrated project plans, RAID logs, and executive-level updates.
• Facilitate governance meetings and ensure decisions, actions, and ownership are clearly documented
• Tailor communication for executive, operational, and technical audiences
• Enforce delivery scope and implementation boundaries while maintaining strong client relationships
• Identify and manage scope creep, partnering with Growth on commercial decisions when needed
• Coordinate closely with implementation managers, technical teams, support, and product partners to keep work moving forward
• Develop, adapt, and maintain program templates and reporting artifacts

Healthcare Program Manager – CSM

Operations

• Develop and maintain SOPs for business operations and project financial governance.
• Support creation of, review, approve, and refine proposals, project budgets, pricing structures, and financial models for consulting services.
• Create scalable frameworks and templates that enable operational staff to work more efficiently and with greater autonomy.
• Own core operational processes across the business, identifying opportunities for standardization, automation, and efficiency improvements.
• Enhance user experience for critical tools, including Kantata (professional services automation platform) and Salesforce to enable visibility and accountability for project and service line performance, and enhance forecasting, capacity planning, and financial tracking.
• Partner to build and optimize capacity/forecasting, project set‑up, deliverable tracking—while ensuring alignment with broader organizational standards.
• Partner with senior leadership to design and implement scalable operational strategies that support continued growth (e.g., new consultant onboarding; practice area training/cross-training).
• Mentor and develop operational staff, ensuring they have clear frameworks to deliver high‑quality work.
• Act as a senior advisor on operational maturity, identifying long‑term improvements in project governance, forecasting, and financial rigor.

Senior Director – Strategic Consulting Operations

Customer Support

• Work with Implementation team to address client data, surveying, and reporting requests
• Use software tools to configure, test and validate all member experience products
• Responsible for client support throughout the implementation or on-going support cycle
• Prioritize workload and manage timelines to meet client target dates for projects and implementations
• Serve as first level support to triage, troubleshoot and find the right expert to quickly resolve client requests
• Troubleshoot and resolve issues while appropriately escalating to next level support or manager
• Serve as first level support for QC efforts

Account Management Support Specialist

Consultant

• Utilizing Press Ganey and client data assets and resources to consult with client stakeholders to respond to industry change and opportunities for improvement and growth in complex situations while being able to adapt to changing circumstances and new requirements.
• Partnering with clients to complete data analysis, data interpretation, and process design to identify, recommend, and solve business problems.
• Constructing and/or leading data analysis to support a wide range of payer analytics, including authorization metrics and denial rates, observations and behavior assessments and summarize conclusions and recommendations.
• Being an effective trainer ensuring active engagement and effective knowledge transfer for patient experience best practices and process improvement.
• Coordinating actions to get work completed efficiently which includes delegating and leveraging appropriate internal and client resources.
• Managing and delivering defined scope of engagement plan including timelines, deliverables, budget and outcomes for engagements.
• Leading preparation of client deliverables including data analyses, assessments, quality reviews, training, and presentations.
• Building and managing successful client relationships generating positive client feedback on quality, value, innovation, delivery, and results.
• Serving as the direct point of contact with the client and quickly establish credibility for the respective project work stream by proactively building strategic working relationships.
• Communicating effectively and appropriately influencing various audiences and levels of client management including risks and recommendations to project management.
• Planning, organizing and prioritizing project activities using work plans and other project management tools.

Senior Consultant, Safety – High Reliability

• Utilize Press Ganey and client data assets and resources to consult with client stakeholders
• Coordinate actions to get work completed efficiently which includes delegating
• Lead preparation of client deliverables including data analyses, assessments, quality reviews, training, and presentations
• Build and manage successful client relationships generating positive client feedback

Senior Consultant – Healthcare Experience Management

Data Engineer

• Create data architecture, pipelines, and analytical solutions to meet software and data science requirements for various PG-MX Healthcare Products
• Identify, evaluate, select, and prove out new technologies and toolsets
• Create and execute Proofs of Concept and Proofs of Technology
• Lead and direct the work of others in data dependent projects
• Collaborate with software development, business teams, analysts, and data scientists to establish data storage, pipeline, and structure requirements
• Design, develop, and maintain ETL/ELT pipelines using Databricks (PySpark, Delta Lake, SQL)
• Implement Data Lakehouse architecture leveraging Databrick Unity Catalog, Delta Live Tables, and Workflows
• Build and optimize data ingestion frameworks for structured and unstructured data from diverse sources
• Identify and plan for data storage performance requirements
• Optimize Databricks clusters, jobs, and queries for performance and cost efficiency
• Identify impact of implementation on other applications and databases
• Lead and mentor data engineers on data projects
• Implement CI/CD for data pipelines using Git, Databricks Repos, and DevOps tools
• Ensure Data quality, reliability, security compliances across environments
• Build and evolve Trusted Record systems to manage entities across the enterprise
• Design, implement, and evolve solutions around person identity management.
• Develop and enforce data governance, lineage, and cataloging standards
• Identify areas of development and need, provide targeted training and exploration for team members.

Senior Data Engineer

Project Manager

• Facilitate and execute projects/surveys on schedule and within budget
• Serve as the senior point of contact for enterprise clients
• Develop a comprehensive understanding of each client’s business priorities
• Lead client meetings, strategic discussions, and project reviews
• Proactively identify client needs and project risks
• Set and manage expectations related to scope, timelines, and deliverables
• Cultivate long term, trust based relationships
• Guide clients through complex programs
• Promote and drive adoption of Forsta tools and platforms
• Oversee the full lifecycle of high complexity research projects
• Ensure strong internal alignment by coordinating cross functional teams
• Prepare clear, accurate, and timely project documentation