Solution Director, Member Experience - Health Plan

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

Press Ganey has an exciting opportunity for a Solution Director, Member Experience, whose primary responsibilities are to drive growth and expansion of all related solutions in the defined territory. This role is ideal for a strategic, visionary leader who thrives in complex environments and is passionate about transforming the healthcare experience for members and stakeholders alike.

Our solutions unlock deep and robust insights across the member journey for our health plan clients. Our Human Experience platform is designed to improve member experience, reduce member churn, and make Star Ratings better to accelerate plan performance. It all starts with feedback, insights, and analytics—delivered as only Press Ganey can.   

Responsibilities include:                                                                                 

• Being a Subject Matter Expert of our Member Experience solution and demo the solution to prospects.
• Offer thought leadership on industry trends, regulatory changes, and customer expectations to align strategy with market needs.
• Partner with sales team on sales cycle.
• Provide insights and strategic direction to address emerging challenges and opportunities within the payer landscape.
• Lead and inspire clients. Based on an understanding of their needs, set forth a vision for what is possible by leveraging Press Ganey’s suite of Member Experience solutions. 
• Be a student of the business. Exhibit strong knowledge about top problems clients are trying to solve and how Press Ganey’s Member Experience solutions are uniquely positioned to meet those needs. 
• Navigate across Press Ganey to leverage experts, executives, and sales engineers to participate in the sales process. Act as lead voice and guide for how these individuals will operate within the opportunity to ensure an optimal outcome. 
• Lead RFP Win Strategy and proposal development process, in partnership with Field Operations, to ensure the creation of compelling, client tailored, winning deliverables. 
• Lead contract negotiation discussions. 
• Make sales presentations to customers and prospects at all levels.
• Highlight benefits and competitive advantages of solutions to facilitate client and prospect understanding. 
• Use of Salesforce.com as a critical business tool.
• Maintain a real-time understanding of the competitive landscape. 
• Maintain ongoing calls and communication with sales team to ensure tight alignment on growth pursuits, including ongoing 1:1 meetings and adherence to Salesforce reporting and dashboards. 

To work #bettertogether, we operate with a hybrid working model. For those based near one of our hub locations in Chicago, South Bend or Boston, we gather in our office locations three days a week (Tuesday, Wednesday, Thursday). For the remaining days, we work from home.

• Sales and/or Business Development experience preferred. 
• Expertise in Customer / Member (CX/MX) Experience solutions coupled with an understanding of healthcare regulatory surveys and industry complexities.
• Health Plan experience (working with or working for a health plan) to include impacting Star Ratings.
• Extensive experience with, or worked for, a Blue’s Health Plan preferred.
• Proven expertise in competitive intelligence, market strategy, and regulatory compliance.
• Excellent interpersonal, communications, listening, and presentations skills. 
• Solid working knowledge of strategic planning and execution of strategy.
• Demonstrated solid leadership qualities and organizational skills. 
• Bachelor's degree and 10 years of prior relevant experience.
• Flexible to travel between 25 - 30%.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $130,000 - $160,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.  

All your information will be kept confidential according to EEO guidelines.

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