Position Summary:
We're seeking a proactive, detail-oriented professional who can manage all aspects of new client implementations while serving as the primary point of contact during their transition into our solutions and services. As our Implementation Project Manager, you will be responsible for managing client implementation projects from start to finish to ensure successful, seamless go-live and adoption by our clients. This role will coordinate with vendors, resolve complex data issues, and ensure seamless launches that exceed client expectations.
Key Responsibilities:
Client Onboarding and Relationship Management:
• Serve as the primary point of contact for clients, guiding them through the implementation process, addressing questions, and building trust through clear communication and expert guidance.
• Conduct project kick-offs, explain timelines, and ensure clients understand all operational aspects of their plan.
Project Planning & Execution:
• Own the entire implementation lifecycle, from project planning to go-live.
• Develop and maintain comprehensive project plans, detailing timelines, responsibilities and milestones.
• Monitor progress, identify potential issues and provide timely updates to stakeholders.
• Regularly communicate updates to internal stakeholders and client leadership, to ensure transparency and alignment.
• Collaborate with Product Management and Engineering to launch new features or integrations within the implementation workflow.
Vendor and Data Coordination:
• Work with vendors, and internal teams to manage complex data transfers, eligibility information, and plan changes.
• Resolve challenges such as claims transfers and data discrepancies to ensure accurate and timely service delivery.
Cross-Functional Leadership:
• Coordinate activities among internal departments, including operations, ETI, and compliance, to ensure successful implementations.
• Act as a liaison between clients and internal teams to facilitate smooth integration of solutions and services.
Post Implementation Support:
• Facilitate post-implementation reviews, assess project success, and capture lessons learned for future improvements.
• Provide go-live support to ensure clients transition effectively to new systems or processes.
Qualifications:
• Bachelor's degree in business, Operations, or a related field (master's degree preferred).
• 3+ years of experience in implementation, client onboarding, or healthcare operations in a software delivery model.
• Proven ability to manage complex, multi-stakeholder projects with precision and accountability.
• Ability to manage and lead effectively during times of organizational change and transformation.
• Strong business and financial acumen with the ability to link software capabilities to client KPls and strategic goals.
• Exceptional leadership, communication, presentation, and stakeholder management skills.
• Technical and operational fluency in areas like data exchange, eligibility workflows, or healthcare integration.
• Demonstrated ability to anticipate risks, navigate ambiguity, and drive outcomes independently.
• Experience with CRM, EMR/EHR systems, Gateways and analytics tools (e.g., Salesforce, EPIC, Meditech, etc.).
Preferred Attributes:
• 340B ACE certification.
• PMP Certification preferred.
• Skilled in data reporting and interpretation.
• Understanding of hospital/pharmacy systems, workflows, prescribing, and revenue cycle.
• Willingness and ability to travel for client meetings and conferences.
What We Offer:
• Health insurance
• Flexible Spending Account {FSA)
• Dental and Vision insurance
• 401{k) retirement plan
• Paid time off
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