* Provide technical direction on Press Ganey’s SaaS platform for internal customer managers and external customers. * Address issues relating to imported data, upload file errors, FTP transmission and connection errors. Provide direction, correct configuration issues

* Managed the project and technical transition aspects during the acquisition of Bivarus by Press Ganey. * Worked with Consultants/Account Managers to verify upload settings such as language, sampling, pre-codes, etc* Managed and produced Sisense visualizations to build reports and dashboards for client’s data.

Bivarus is a patient-centered analytics company working with healthcare organizations to measure and analyze the patient experience. Bivarus is at the forefront of providing a cloud-based analytics platform for transforming patient-centered measurement into actionable insights for improved care delivery. With Bivarus, healthcare organizations can more easily monitor continuous quality improvement (CQI) initiatives as well as improve care coordination, team performance and service operations. Using our sophisticated - yet simple – platform, patient participation rates are three to five times that of traditional measurement methods. Bivarus’s statistically precise analytics provides better insights into the drivers impacting care delivery and service operations. With Bivarus’s approach, provider scores are never due to chance, and healthcare organizations can move the conversation away from the quality of data to leveraging data.* Directed a team responsible for the on-boarding and maintenance process of 500+ customers annually. * Managed team progress toward timely delivery of goals. * Implemented and maintained Desk, the Salesforce case management support platform. * Researched, implemented and administered LimeSurvey and queX Suite survey systems. * Managed the phone and online support to users. * Drove enhanced performance figures for department to meet expectations and relevant standards. * Drafted reports within the management team.  Monitored staff member work and prioritized team tasks according to company objectives. * Utilized Wrike to increase cross-project utilization and visibility. * Managed the technical transition aspects during the merging of Bivarus and Press Ganey.* Built visualizations through Roambi that allowed us to take raw data and turn it into interactive graphics.

* Managed teams that oversaw the production and programming of web, phone, and manual entry surveys. * Conducted market research, drafting consumer surveys to collect feedback on company product range in order to deliver functional and quality improvements. * Directed the programming of web, phone, and manual entry surveys.* Technical lead on 75 projects.* Administered IBM/SPSS Data Collection and Qualtrics Research Suite survey systems.* Collaborated with call center manager and Director of Operations to increase the efficiency of the CATI system.* Communicated with company vendors.* Managed the technical transition aspects during the merging of Bivarus and The Jackson Group.

* Programmed 150+ web, phone, and manual entry surveys annually.* Implemented and administered IBM/SPSS Data Collection and Qualtrics Research Suite survey systems.* Responsible for editing, sampling, and uploading files for all call center surveys.* Collaborated with project managers to develop, program, test and deploy survey.* Collaborated with call center staff to test the CATI system surveys.* Communicated with company vendors.* Provided innovative solutions to common and exceptional problems identified by customers.* Collaborated with the President and Director of Operations to implement a streamlined approach of survey data collection.

* Organized and produced patient experience survey reports, including analytics, for 100+ customers.* Collaborated with project managers to develop action plans based on survey results.* Oversaw the assembly of reports to be delivered to client executive and management teams. * Coordinated the Employee Engagement survey process between The Jackson Group and its customers.

* Ensured timely processing of employee and patient surveys exceeding customer expectations. * Supported senior analysts with data processing tasks.