Solution Designer - Patient Safety

Safety Solution Designers are the go-to experts to represent Press Ganey Safety & Reliability Solutions. This person serves as a hands-on expert utilizing safety solutions and advises the client on best methods to meet their needs. The position educates clients and prospective clients, leads client implementation projects, and aligns solution benefits to maximize client success.

This role will work with clients from the evaluation phase through implementation and optimization of Press Ganey Safety Solutions. They will assist clients in determining the best match of tools and solutions for the business need based on the client or prospect scenario, and follow-up for both current and prospective clients.

The Safety Solution Designer coordinates with the Press Ganey account team, product team, technical support team, and other stakeholders throughout the lifecycle of the client’s partnership with Press Ganey.

Duties and Responsibilities

• Coach prospective and current clients on applying software features and technical capabilities to achieve the client’s objectives for their Safety & Reliability program
• Build and maintain relationships with client contacts and learn their organization’s unique needs through regularly scheduled meetings and proactive advisement on recommended solution optimization
• Lead implementation projects serving as the primary contact, maintaining project materials, communicate status and risks, and ensure project objectives are delivered timely
• Maintain expert level knowledge of all software features and technical capabilities
• Audit, interpret, and advise clients on recurring monitoring and maintenance metrics to ensure client optimization and make recommendations to client
• Prioritize workload and manage timelines to meet client target dates for projects and for internal service level agreements
• Inform and advise client and internal Press Ganey account team of progress on client projects and requests
• Facilitate a collaborative team environment for both internal and external clients
• Provide ongoing support for new and existing products
• Collaborate within account and product teams to developing/improving processes, acting as lead or co-lead

Requirements

• Minimum 5 or more years’ experience in healthcare quality/safety role OR software solution client service role
• Demonstrated experience leading complex implementation projects, solving problems and improving business processes through the application of technology
• Displays passion for work and is motivated to learn on the job from other team members and by self-paced eLearning
• Fully owns processes for assessing, investigating, and solving key client requests with little or no oversight
• Able to adapt in a fast-paced, innovative, changing environment
• Able to serve as a mentor to new associates and act as a leader within the team and the department
• Excellent written and verbal communication skills are required
• Proficiency with Microsoft Office (Excel, Word, Outlook, etc.)
• Demonstrated quality-focus, with strong organizational skills and attention to detail, and ability to prioritize work and manage time effectively
• Strong executive presence