The NDNQI Advisor – Is responsible for supporting NDNQI initiatives for Press Ganey clients. As part of the NDNQI Advisor team, the NDNQI Advisor will assist in providing advisory support to the NDNQI client population. This is accomplished through applying proven quality and improvement strategies and methodologies, collaborating with clinical leaders in client organizations, and effectively directing Press Ganey resources to positively impact clients and achieve sustainable results. The Advisor will primarily be responsible for the completion of data entry and review of client data for completeness and accuracy by established internal and external quarterly due dates. The NDNQI Advisor will assist in developing training and education materials and curriculum for NDNQI clients. Through education and training, will assist clients in identifying, supporting and monitoring improvement initiatives. Will have a general understanding of other products and consulting services offered by Press Ganey and will be able to steer clients toward appropriate PG staff and solutions. Will work cross-functionally with all PG staff assigned to the client's account 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. Will participate in any service recovery efforts related to the delivery of clinical services. The Advisor will be a service excellence and performance improvement expert and will have direct accountability for partnering with client organizational leadership to improve organizational outcomes.
Acts as the liaison between the client and Press Ganey in order to enhance the partnership by understanding and articulating client business needs. Works with the site coordinator in improving the NDNQI experience. Guides and obtains support from client leadership to achieve targeted improvements in the NDNQI customer service and the coordination of client implementation, retention and on-going successful use of NDNQI solutions.
Collaborates with client to interpret NDNQI data/reports and provides guidance related to clinical quality improvement efforts. Advise client on product functionality, data quality issues and utilization of reports designed to assist the client in identifying issues with missing or invalid data as well as reports and graphing features to support client analysis of their data.
Develops in-depth knowledge/understanding of client organizations, makes specific and actionable recommendations for improvement, and provides guidance and coaching to the client based on the knowledge of the client’s needs. Assists client in identifying the cause of low performance and directs improvement efforts towards that cause.
Conducts virtual and in-person workshops and education sessions for clients related to Press Ganey philosophies of service excellence and NDNQI best practices. Work with client facilities to provide initial start-up training, semi-annual user group meetings, and ongoing education and support via telephone, email, WebEx sessions and onsite visits as needed addressing the use of the application/reports for data collection and analysis and ongoing communication. Be a service excellence expert and will have direct accountability for client satisfaction and retention.
Creates and documents the partnership plan for the client articulating the organizational goals, priority areas for improvement, and how they will be implemented by the client and supported by the Advisor. Works cross-functionally with the Account Manager to assure service and partnership plans directly support the account plan for the client, and that services are setup, maintained and delivered in the form that meets the clients’ needs and is within the scope of the account plan/contract. Work with the product managers, quality assurance teams, and analyst on product improvements, enhancements, and the testing of product releases. Leads service recovery efforts related to the delivery of Advisory services.
Major areas of activity include (1) enroll and update participating hospital units (2) interpret guideline manual to answer hospital questions (3) understand and communicate complex reports to database users, educating participants on mean, mode, median, t-scores and percentiles (4) staff exhibit booths to market NDNQI at professional conferences, (5) recruit participants for research projects, and (6) participate in indicator reviews as a representative of the team.
The ideal candidate will demonstrate the following: Excellent strategic thinking skills and ability to demonstrate value to various key account contacts.
Demonstrated achievement of quality management and patient process improvement in a healthcare setting. Proven excellence in the support and service to complex 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 ability to facilitate workshops, make compelling presentation to large/small audiences, and effectively communicate/present to a wide range of audiences including boards of directors, senior executives, physicians, clinical managers, and department heads.
Demonstrated relationship building skills including engaging, persuading, and gaining credibility with senior executives and physicians within complex healthcare organizations, both over the phone and in person. Proven ability to work collaboratively to ensure adequate resources are brought to bear to meet client needs from throughout the organization.
Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.) and Web Conferencing. Demonstrated success at providing exceptional customer service and building strong professional relationships. Travel to client sites and meeting sites approximately 30% of the time.
Education and Experience Requirements:
Registered Nurse or other licensed clinical health care related professional in a nursing field.
Bachelor’s degree in a related field is required, MBA/MHA preferred. 6 - 8years of health care experience. Familiarity with Press Ganey solutions is preferred.