Participant Support Specialist

Sullivan, Cotter And Associates, Inc. Minneapolis , MN 55415

Posted 10 months ago

PRIMARY DUTIES AND RESPONSIBILITIES

  • Perform outbound and inbound phone and email outreach to potential participants to solicit survey participation, communicate important survey information and provide technical support and training.

  • Answer questions about surveys including, but not limited to, questions regarding pricing, availability and delivery dates.

  • Answer questions relating to the survey systems' operations, survey systems' navigation and the survey process.

  • Assist in the entire survey process, within designated systems, from ensuring participant access to systems to complete and timely survey submission.

  • Keep records of participant interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

  • Collaborate with survey, development and IT teams in survey development and testing and any problem identification. Track technical issues relating to the systems, log issues with the development team and communicate resolution to participant.

  • Manage contact database and make ongoing updates to ensure contact information is up-to-date, as well as, pull targeted contact lists based on specified criteria.

  • Process survey orders and invoices.

  • Conduct research on health care organizations and contacts using the Internet and other sources as appropriate.

  • Assist with data entry and cleaning as needed throughout survey process.

  • Assist in ensuring internal and external communications promote current survey-related activities and remain up-to-date.

  • Provide editing and formatting support, when needed, in the development of various survey-related materials.

EDUCATION AND EXPERIENCE REQUIREMENTS

  • Bachelor's degree preferred but not required.

  • A minimum of two years of experience required. Knowledge of health care related data is a plus.

  • Strong analytical and critical thinking skills.

  • Knowledge of principles and methods for showing, promoting and selling products or services. This includes product demonstration and sales techniques.

  • Knowledge of principles and processes for providing client services. This includes assessing participant needs, meeting quality standards for services, and evaluation of client satisfaction.

  • Advanced knowledge of Microsoft applications including Word, Excel, Outlook and OneNote.

BEHAVIORAL ATTRIBUTES

  • Superb active listening ability; giving full attention to what clients are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.

  • Friendly, professional phone and email demeanor.

  • Clear, concise and effective oral and written communication skills.

  • Detail and process-oriented.

  • High level of self-motivation and the ability to problem-solve.

  • Superlative service orientation; actively looking for ways to assist survey participants.

  • Communicates with others in a respectful, courteous manner while simultaneously building credibility and rapport.

  • Anticipates, understands and addresses participant needs by taking ownership of and initiating action regarding requests and concerns.

  • Establishes confidence of the survey participants by developing and maintaining professional working relationships; utilizes resources to accomplish goals and meet participant and team needs.

Applicants for employment must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

SullivanCotter is an Equal Opportunity Employer.


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Participant Support Specialist

Sullivan, Cotter And Associates, Inc.