Survey Project Manager

The Crossroads Group, Inc. is a stable and growing firm specializing in the CAHPS Survey division. They are seeking a Survey Project Manager to manage a variety of patient survey-related projects, ensuring high-quality data collection and project implementation while collaborating with internal and external stakeholders.

Responsibilities:

• Specialize in survey project management with additional survey project responsibilities
• A unique role that is primarily survey project management with strong organizational skills and the ability to multi-task, schedule, and prioritize while being a self-starter following training
• Manage client survey projects (data collection-to-results tabulation); managed mixed-mode methodologies
• Manage data files provided by the client for sampling
• Continuously monitor project status and progress in relation to completed surveys relative to the defined project goals; ensure that project goals are met accurately and with high quality
• Update questionnaire design and skip logic based on client goals and feedback; design questionnaires in software provided
• Program questionnaire skip logic into multiple platforms (e.g. company “OSMS” system, Survey Monkey Enterprise)
• Maintain correct outbound caller ID designations and phone numbers for phone survey projects using the VOIP phone system
• Document and communicate project status using existing operational and/or CRM platforms and communication tools
• Help onboard and guide the survey goals for the surveyor interviewer team and/or call center team
• Use various tools to ensure that survey responses are “clean” (quality of scaled questions and narrative responses) and formatted for reporting platforms
• Participate in client meetings at start-up, for progress updates, and during results presentations
• Ensure each survey project has current project guidelines, for both surveyors and the project management team
• Manage multiple varied projects of varying duration and complexity over the course of a year; some projects are ongoing (longitudinal) while others have fixed duration, are “one-off projects”, or have annual cadence (e.g. employee surveys)
• Work with and communicate with cross-functional partners across the organization, including the quality team to update them on surveyor assignments
• Participate in internal and/or external stakeholder meetings and/or training
• Meet with surveyor team; interact with them frequently to build teamwork and establish and align expectations
• Respond to internal or external client feedback and requests positively and professionally with continuous status communication
• Maintain interest in continuous learning and improvement both from a company perspective and individually
• Act as a mentor to new hires and existing teammates

Requirements:

• 3 or more years of managing projects
• Strong and demonstrated project management and organizational mindset with high attention to detail and ability to multi-task
• High-quality standards and strong work ethic (initiative)
• Ability to manage multiple project timelines and project phases
• Ability to assess and understand the unique needs of each client and develop and implement a scope of work that effectively meets those needs
• Ability to handle multiple assignments, manage and meet deadlines, and prioritize workflow
• Stable, motivated, committed, high-integrity individuals seeking long-term involvement with a growing organization
• Excellent customer service skills; positive demeanor and core values
• Familiarity with Monday.com CRM and Project Management tool a strong plus
• Interest in growing in the role; looking for long-term leaders
• Experience with CAHPS survey project management and/or healthcare patient experience surveys a strong plus
• Strong demonstrated academic performance from a quality program a strong plus