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Implementation Manager
Summary:
The Implementation Manager is responsible for positioning our clients to be successful in their use of the Clinicient Insight software and services. Using a strong developed knowledge of the Insight software and Clinicient’s service solutions, the implementation manager will engage with the client and internal teams to establish and maintain expectations, educate on best practices, assess implementation readiness and special needs, coordinate delivery of implementation and training services, and ensure a smooth transition to Clinicient’s client services teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The Account Manager’s primary responsibilities include:
• Develop and maintain strong technical knowledge of Insight software and Clinicient service solutions.
• Participate in sales process to assist in qualification of clients, gather pre-implementation information, demonstrate Clinicient solutions, and identify unique requirements.
• Establish, improve, and document implementation processes through partnership with the client service organizations, engineering, sales and Clinicient business partners.
• Ensure successful new client implementations by managing client expectations, educating clients on the Insight platform and Clinicient workflows, gathering, documenting and inputting information needed for database configuration, enabling clearinghouse and other business partner offerings, providing and/or coordinating training and support services, and determining client’s readiness before going live with services..
• Prepare management reporting on status of implementation projects..
• Provide customer feedback to product management and executive team to enhance products and services..
SECONDARY DUTIES AND RESPONSIBILITIES
• Maintain a good understanding of competitive products, services, and industry/market trends.
• Assist in establishing metrics and preparation of customer case studies to support Sales and Marketing Activities
• Limited travel to client locations
EDUCATION AND EXPERIENCE
• 5-7 years relevant experience.
• Bachelor degree required. Emphasis in healthcare, business and/or technology preferred.
• Customer service and software implementation background in the health care industry.
• Extensive knowledge of payer regulations and billing rules.
• Familiarity with EMR and practice management standard feature sets and health care organization needs.
• Proven track record in problem solving.
SKILLS AND ABILITIES
• Must work well in fast-paced, constantly changing environment.
• Ability to handle difficult situations with diplomacy and tact.
• Skills in change management and setting expectations with clients and internal staff.
• Ability to multi-task and meet strict deadlines; strong time management skills.
• Proficiency in Microsoft applications such as Excel, Word, PowerPoint, Outlook, Practice Management systems and web-based interfaces.
• Basic understanding of computer systems, networks, and hardware.
• Strong verbal and written communications skills.
• Strong leadership – innovative, creative problem solving, and ownership of process, projects, and results.
SCOPE AND ACCOUNTABILITY
The Implementation Manager will interface with internal staff and clients, and their decisions directly impact customer satisfaction. The individual in this position will be responsible for developing and improving existing process and guidelines to perform work. Work is usually performed with a cross functional team.
WORK ENVIRONMENT
This position is performed primarily in an office environment. Significant portions of the job require extended sedentary periods, constant work with computers (including extended period of keyboarding), and repetitive motion of hands and wrists. Some limited travel to client locations may be required.
Position: Full Time, based in Portland, OR
To apply for this position, please send your cover letter and resume to: jobs@clinicient.com. No phone calls please.
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