Application Operations Specialist

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

As an Application Operations Specialist on the Safety Delivery Team within our Press Ganey organization, you will be responsible for delivering exceptional support and implementation services to healthcare clients. You will serve as a client advocate, managing support tickets, supporting implementation tasks, and leveraging your product knowledge to troubleshoot and advise on safety-related solutions. This role is ideal for someone who thrives in a fast-paced, mission-driven environment and is passionate about improving healthcare outcomes through technology.

Duties and Responsibilities

• Manage and resolve client support tickets related to our safety software platforms with efficiency and professionalism.
• Provide expert troubleshooting for technical, platform and user-related issues, ensuring a timely and client-focused resolution.
• Serve as a key point of contact for escalated issues and coordinate with technical teams when deeper investigation is required.
• Provide post go-live support, training, and guidance to ensure successful software adoption.
• Maintain deep knowledge of the Press Ganey safety products and their application in client environments (e.g., incident reporting, patient safety).
• Serve as the primary contact responsible for implementing clients into the Press Ganey Patient Safety Organization (PSO), ensuring all requirements, documentation, and system integrations are fully met.
• Partner with internal teams including Delivery, Product Management, and Engineering to advocate for client needs.
• Deliver client training on platform features and functionality to drive user adoption, empower self-sufficiency, and enhance the overall client experience.
• Maintain and update client-facing training materials and documentation to reflect current platform functionality, best practices, and newly released features.
• Identify client needs and recommend appropriate solutions within the platform’s existing capabilities to address workflow challenges, compliance requirements, and safety goals.

Qualifications

• Education/training equivalent of 4-year college program (i.e. Bachelor’s Degree).
• Proficiency with Microsoft Office (Word, Excel, Outlook, etc.) is necessary.
• Experience supporting FTP directory setup, HL7 and VPN implementation, SSO implementation, database updates, data migrations, and other technical configurations.
• Excellent written and verbal communication skills are required.
• Attention to detail, organization and strong analytical skills are required.
• Proven ability to handle strict deadlines and multiple projects and tasks required.
• Higher level Excel skills preferred.
• 3+ years of experience in a client-facing role or healthcare organization role, ideally within a Healthcare SaaS or digital health technology environment.
• Previous experience in customer service, healthcare or project management preferred.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At PG Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $85,000 to $110,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/