Implementation Program Manager Jobs

The Implementation Program Manager oversees the fulfillment of larger organizational goals. They coordinate activities between multiple projects and departments without directly managing them. Instead, they manage the main program, giving detailed attention to program strategy, project delegation, and program implementation. The Implementation Program Manager will have a team of project managers reporting directly to them. In unique and/or enterprise scenarios the Program Manager will be responsible for project managing directly or co-project managing to ensure success.

The Implementation Program Manager is responsible for the onboarding success of our new and existing customers. The Manager will provide mentoring and guidance to Implementation Project Managers and collaboration with cross-functional teams. Under the supervision of the Sr. Director of Implementation, the Manager will participate in developing the strategic goals and will work with his/her teams to create plans to successfully execute the strategies.

Essential Functions / Tasks / Duties / Responsibilities:

● Onboards and executes installation of the OP and RCM services as an Implementation Project Manager. Volume of projects in alignment with supervisory duties, implementation project managers bandwidth, and sales pipeline.

● Will directly implement large, complex, or high-risk accounts or provide additional support to assigned Implementation Project Manager

● Oversees and creates implementation timelines and defines project milestones including project plans and checklists.

● Serves as an escalation point for implementation roadblocks, disengaged clients, misaligned expectations, etc.

● Is responsible for managing resource allocations to ensure project success.

● Is responsible for the work and results of the Project Management team.

● Collaborate with cross-functional teams to ensure project plans and blockers are resolved along with appropriate documentation

● Provides team guidance and clarity on goals through coaching and support.

● Motivates and guides teams to achieve high performance.

● Identifies and removes obstacles and blockers to team success, collaborating with other teams as needed.

● Understands the OP Customer Journey and his/her team’s role in contributing to its overall success.

● Ensures a positive customer experience, with results that meet or exceed customer expectations.

● Develops and manages Key Performance Indicators (KPIs) for the Project Management team.

● Performance is measured by the results expected, according to how well his/her teams perform and meet defined KPIs with a high focus on client experience.

● Reviews and updates CRM regularly for project status visibility companywide.

● In collaboration with the company HR Recruiter, identifies and secures great talent for new and replacement positions.

● Liaison between project management, training, and product to ensure client first impression and system usability

● Continuing education required for staying on the forefront of industry changes and trends

Competencies:

● Customer-focused engagement and service skills.

● Knowledge of project management principles and methodologies.

● Ability to provide basic guidance to clients on the use of OP

● Medical industry product implementation/project management experience.

● Outstanding team-building skills are needed.

● Excellent written and verbal communication

○ Must have the ability to communicate effectively with internal and external project stakeholders with varied levels of exposure to EHR software application implementation.

● Ability to take ownership of a project working independently as well as work collaboratively.

● Ability to motivate, have difficult conversations, manage conflicts and facilitate change.

● Excellent analytical and problem-solving skills with strong attention to detail.

● Ability to successfully balance multiple priorities and projects in a deadline-driven environment.

● Effective time management

● Adaptability and flexibility.

● Ability to assume sole and independent responsibility for completing various assigned project tasks.

● Results focused.

● Active listening.

● Results focused

● In depth understanding of the OP implementation process and the relationship among Implementation Project Management, Network Operations, IT and Application Support, Configuration, Product, and Development

Education / Professional Certifications or Licenses Required:

● Preferred Bachelor’s degree from an accredited school or university

Experience Requirements:

● Previous supervisor/manager experience with project management and training delivery teams. This includes demonstrated experience in the following:

○ Team leadership

○ Establishing and managing performance standards for staff

○ Providing performance feedback to individuals and team in order to improve/enhance performance.

○ Customer focus, engagement, and advocacy

○ Quality and customer experience

○ Motivating others

○ Project Management, including the ability to meet team goals.

● Excellent organizational, prioritization, and follow-up skills.

● Experience with metric management and reporting.

● Preferred

○ Medical terminology knowledge

○ EHR or other healthcare technology experience

○ Ambulatory medical office management, including billing.

○ PMP Certification

○ Revenue Cycle Management services understanding

Supervisory responsibilities:

Required, see above.

Work Environment / Physical demands / Travel Requirements:

● Telephone and computer to work

● In the field or in the home office

● 25% travel or 1 week per month

● Prolonged periods of time sitting when not traveling

Equal employment Opportunity Statement:

Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law.

You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement:

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate. In general, it is your responsibility to notify your supervisor of the need for accommodation. Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability. Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.