Director, Implementations

📋 Description

• Develop and implement playbooks that guarantee consistent, high-quality client launches across all clients.

• Create a scalable, automation-focused implementation model that supports growth without increasing headcount linearly.

• Oversee the transition between Sales (pre-contract) and Client Services (post-launch), ensuring alignment and continuity with various internal teams.

• Collaborate with Sales during active deal stages to identify implementation risks, communicate go-live timelines, and influence client decisions, including off-cycle launches.

• Employ a systems-thinking approach that integrates Sales, Operations, Data, and Engineering into a unified operating model that fosters long-term client success.

• Lead and develop your team, sharing accountability for a portfolio of over 20 annual launches.

• Manage end-to-end implementation for large-scale clients (20k+ lives), covering behavioral health, pediatrics, on-site popups, FFS structures, and health plan integrations.

• Establish and uphold eligibility and roster management processes for various client types, including real-time eligibility gating, file-based roster management, and member offboarding.

• Supervise the complete eligibility file implementation, setting standards for file formatting (EDI/834), frequency, and error handling.

• Identify and execute automation opportunities throughout the implementation lifecycle to minimize manual effort and enhance accuracy.

• Investigate and apply AI-driven solutions where suitable, such as data validation, file processing, and anomaly detection, to boost efficiency and scalability.

• Translate complex client data requirements into technical specifications, ensuring data quality across clinical and billing systems.

• Maintain comprehensive documentation for all implementation workflows.

• Create and present real-time visibility into the implementation pipeline, including timelines, risks, dependencies, and project health.

• Transition implementation tracking from Google Drive to Salesforce, building a framework for pipeline visibility and capacity planning.

• Develop and manage a standardized reporting suite (both internal and client-facing) that monitors implementation milestones, enrollment metrics, and data integrity.

• Collaborate with Data teams to establish scalable analytics that facilitate operational decision-making, forecasting, and continuous improvement.

• Define and monitor key success metrics, including time-to-launch, data quality, and implementation performance.

• Act as the strategic front-line lead for partner stakeholders, offering high-touch guidance through technical integrations and onboarding for both virtual and community-based delivery models.

• Serve as the connection between the initial sales cycle and operational execution, enhancing the concierge experience while reinforcing trust established during the Sales process.

• Involve Client Services account teams early in the implementation phase to ensure a smooth transition to long-term account management.

• Approach with the mindset that long-term client success and renewals commence during implementation.

⛳️ Requirements

• 7+ years of experience leading complex technical implementations within the healthcare landscape (Payer, Provider, or Health Tech).

• Demonstrated success in implementing for Health Plans, Health Systems, Employers, and/or SLED clients, including accounts with over 20k lives.

• Proven experience managing more than 20 simultaneous implementations across diverse lines of business and/or complexities (e.g., global).

• In-depth knowledge of healthcare data exchange (HL7, FHIR, EDI) and the intricacies of managing eligibility and reporting files.

• Hands-on experience with eligibility file management, including roster ingestion, member gating, and offboarding.

• Familiarity with CRM systems used for implementation tracking, pipeline management, and reporting (Salesforce preferred).

• Experience in designing and executing automation solutions within operational workflows.

• Understanding of AI applications in business operations, with the ability to pinpoint practical use cases.

• Proficiency in building or enhancing dashboards (Tableau, Looker, Power BI) and project management tools.

• Experience managing at least one direct report; a history of building and developing teams is preferred.

• Exceptional client-facing skills, with the capability to influence senior-level stakeholders.

• A player-coach mentality: comfortable at both the strategic level and in addressing immediate partner challenges.

• PMP, CPHIMS, or equivalent professional certification is a plus.

🏝️ Benefits

• Medical / Dental / Vision insurance.

• Flexible Spending Account.

• Health Savings Account + match.

• Company-paid STD/LTD, AD&D, and Life insurance.

• Paid Family Leave.

• 401K + match.

• Paid Time Off.