A PSE is responsible for the implementation of their company’s product for, or in, the customer’s environment.

PSE’s manage the technical configuration components of CHR/EMR implementation delivery for new and existing customers on the CHR, PS Suite, Med-Access, Medesync, Kinlogix and Wolf. We predominantly engage with the implementation team, but can work with end-users, onsite I.T resources, support (CE), along with several other internal stakeholders. The PSE role includes a variety of tasks related to implementations, migrations & go-live support, while ensuring quality work is done to high standards and using the customer first approach.

Customer Focus

• Represents TELUS values in public communication around broader initiatives, specific projects, and community contributions

• Works with engagement leads to understand customer needs and metrics to achieve success

• Provide highly responsive customer service and maintain a high level of customer/team member satisfaction

Solution Focus

• Utilizes technical experience, and specific knowledge of TELUS Health environments, to deliver the technical aspects of the engagement

• Collaborate with product and development teams to improve implementation and configuration of professional service processes as it relates to TELUS Health platforms and their tool chain

• Manage/oversee/deliver on multiple projects, either as the primary engineer, or in conjunction with other Professional Services engineers and stakeholders

• Analytical approach to resolve issues related to all technical aspects of the implementation

Operational Excellence

• Develop, implement and teach best practices for implementation and configuration of company products.

• Provide mentorship for other Professional Services engineers to help them grow in their technical responsibilities and remove blockers to their autonomy

• Delivers on Statement of Work (SOW) with guidance from technical architects, developers, and Chapter Leads. SOW scope may include:

• Installation and configuration of TELUS Health solutions with the customer or internal environments

• Provide documentation, and upkeep, for technical implementation guides relevant to TELUS Health and the customer requirements

• Manage creation of new, and maintenance of existing, processes & templates for deliverables and PSE training

Highlevel PSE Responsibilities (Implementations)

• Queue Management: Oversee implementation tasks are followed up on and completed by due date

• Quality Delivery Control: Become task certified, stay up to date with changes and follow standard process to deliver successful implementations

• Managing field partners for onsite dispatches (ie Bluebird, Insight, and ABM)

• Statement of Work (SOW) creation, upkeep, delivery

• Fieldglass / SAP invoicing approvals for TELUS field partners

• Field Partner collaboration, reporting, and scheduling

• Implementation checklists for PM, PSE, & onsite techs to promote consistency

• Statement of Completion (SOC) creation, upkeep, delivery

• Clinic Information Workbook (CIW), creation, upkeep for PM-->PSE-->Onsite Tech (itemizes site summary, network summary, equipment summary, software summary, etc)

• Subject Matter Expert (SME) roles, responsibilities, and escalation paths

• Platform migration experience (PS Local to ASP, Wolf to CHR)

• Actioning enhancements / feedback

• Value Added Service (VAS), deploy and activate

• Supporting the technical components of the implementation