Manage implementations of new products and solutions at a SaaS company by creating innovative, detail-oriented plans for health system clients throughout the country. While managing implementations and high-risk accounts, I have also developed new roles and processes to support continuous internal improvement to better serve clients while using resources more efficiently.o Develop implementation plans, including goals and timelines, then manage resources (both people and information) to launch technology solutions on multiple platforms.o Lead the creation and adoption of operational project plans, optimization guides, case studies, and improvement plan inputs to support end-to-end customer implementations.o Own client communication, identify client relationship risk, recommend prioritization of resources, manage escalations, and propose solutions to internal Sales and Product teams.o Be a subject matter expert coaching, training and motivating a growing implementation team, including facilitating the development of standard work to ensure customer satisfaction with every implementation.o Support RFP preparation and delivery by coaching sales/growth leads on messaging product value and responding to implementation process inquiries.o Troubleshoot and coordinate resolution for client issues and questions within the onboarding process, partnering closely with account managers, sales, and product teams.o Deliver insights internally to evolve processes, advocate for necessary internal partnerships, and share best practices.o Be the first to get involved with innovations and acquisitions, developing the first use cases, creating the first project plans, and identifying what product and human resources are needed to meet client needs. Requires taking the initiative to partner with key leaders internationally within PG Forsta and in client organizations throughout the U.S.

o Develop the scope and needs of this role, coach and train a growing team, identify and create needed resources, advocate for necessary internal partnerships, develop workflows, and recommend team goals.o Prevent sales loss by intervening in high-risk client accounts to stabilize the account and train internal teams. Assess client dissatisfaction, process/system failures, and communication gaps, then develop and implement an optimization plan.o Increase client retention and reduce client relationship risk by developing optimization plans to provide objective assessment of clients' product utilization and recommendations for improvement.o Assess current state of new technology acquisitions against client needs, then partner with product managers to develop a roadmap and prioritization of enhancements. o Grow the adoption and use of new technology platforms and services through the development of use cases, conducting demo presentations, and training sales/account management leaders.

o Advise a group of “Top 200” client health systems, including 20 hospitals, hundreds of clinics, and a dozen home care agencies, to improve patient experience performance through virtual and on-site coaching, training, and executive-level support.o Lead strategic conversations to guide the development of culture change and improvement initiatives that integrate patient-centered care, safety, quality, and staff/physician engagement.o Promote a cohesive model that positions the experience of care as a strategic priority.o Provide expertise in patient experience measurement, performance analysis, and advisory/consulting solutions across the continuum of care.o Customize resources, strategic models and advice for a broad spectrum of cultures and environments that includes regional teaching hospitals, community hospitals and critical access hospitals.

Using the PQ® Positive Intelligence® framework to help individuals and teams build mental muscle that facilitates a quick shift from a saboteur to sage response in critical life moments.

I train public safety professionals to respond with clarity and recover with ease so they can feel pride at work and be fully present at home. Building mental muscle and nervous system stability ensures optimal performance at work and satisfying relationships at home. This work is in addition to a full-time role at Press Ganey. I designed this business based on 15 years managing change and optimizing programs in the U.S. healthcare system while studying natural health modalities around the world. I use my expertise in creating engaging experiences for patients, employees and consumers. I deliver wellness services that offer community members support through personal transformations.Coursework/Training:o Yoga For First Responders® Instructoro Positive Intelligence® Coacho Inner Engineering 1 and 2, Isha Instituteo Healing Trauma, Peter Levineo Ayurveda Certification, PrimoLearno Registered Yoga Teach, Yoga Allianceo Reiki Master, Jean Fink and Gina Leeo Professional Certified Coach, Certified Life Coaching InstituteServices include Yoga For First Responders® mat classes and seminars, Positive Intelligence® virtual coaching, and Reiki healing sessions.

o Lead and monitor targeted patient experience improvement initiatives at Loyola University Medical Center and Gottlieb Memorial Hospitalo Apply change leadership techniques and adult learning principles to increase employee engagement and sustain changeo Analyze patient experience data and research best practices to develop creative solutions that fit the health system’s culture and goals.o Coach and advise leaders to help them implement changes and develop champions among their staff.o Train and coach leaders, staff and physicians on service recovery, customer service, communication, and patient-centered best practices to improve patient experience scores and the quality of care.o Partner with human resources, clinical quality, safety/risk, and other support departments to align improvement initiatives.o Partner with national Trinity Health System home office leaders and hospitals across the country to develop standardized approaches to improvements in care.Primary focus is Loyola University Medical Center, including about 25 nursing units, the emergency department, procedural departments, and all clinical and non-clinical support services. Additionally covered patient experience needs at Gottlieb Memorial Hospital from February - October 2016. This included training, coaching, consultation and data analysis services for the departments on that campus, followed by onboarding and training a new Patient Experience Leader for Gottlieb.Work closely with the ambulatory services Patient Experience Leader for the Loyola Health System, providing data and coaching support as needed to outpatient facilities and leaders.Regularly serve as a speaker/presenter at nursing education programs/events and other networking or continued education events in the healthcare industry.

o Develop and manage projects, including stakeholder communication plans, timelines, goal setting, and result analysis.o Develop a system for tracking, analyzing and communicating public relations results.o Lead internal and external communications campaigns, such as improving hand hygiene compliance throughout the medical center and protecting patient and student privacy.o Assist with planning, coordinating and evaluating communication forums, such as monthly leadership meetings and quarterly town hall meetings led by the CEO.o Develop, pitch and coordinate stories to news media to promote internal physician or executive experts, create brand loyalty and provide public education.o Write, edit and coordinate messages for the intranet, print publications, blogs and e-mail blasts.

o Help the health system meet patient-centered care criteria by implementing new patient education tools, a care partner program, staff training/retreats and department recognition programs.o Support community education, media relations, crisis communications, physician relations and marketing staff in order to integrate all efforts. Integrated campaigns include a year-long community support campaign to gain city approvals and a Certificate of Need from the state for a new hospital, and a campaign to leverage the American Heart Association’s Heart Walk to gain greater awareness of screening programs and heart scan discounts.o Participate in the planning, design and transition process for a new acute care hospital. Develop culture change initiatives and employee engagement campaigns, as well as serve as a change leader, training facilitator and coach during the five-year transition between the old hospital and the new hospital.o Plan and develop communication materials on behalf of senior leaders, such as national conference and event speeches, presentations, talking points and publications.o Increase employee engagement and senior leader transparency and communication through the development of an Intranet site and online forum targeted to clinical employees.o Develop, write and edit content for communications, including a monthly print newsletter, a community magazine, an Intranet forum, Web sites and promotional materials.

o Analyze strategy, marketing, operations and finance practices in healthcare.o Participate in the planning process for a new medical office building from financing and market strategy to design and operational logistics. Support project management needs and provide analysis of activities based on research of best practices.