Implementation Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Lead enterprise go-lives for organizations focused on value-based care.

• Oversee the complete implementation lifecycle for ACOs, MSOs, IPAs, and risk-bearing provider groups utilizing Fold’s care orchestration platform.

• Manage 2–4 simultaneous implementations.

• Direct the entire lifecycle from project kickoff through go-live and stabilization.

• Facilitate handoffs from Sales to Implementation, ensuring thorough and efficient knowledge transfer and relationship management.

• Act as the primary point of contact for customers during the implementation phase; oversee timelines, milestones, and deliverables.

• Organize go-live planning, manage war rooms, and provide post-go-live support.

• Ensure readiness in operational, clinical, and technical aspects, including workflows, staffing, training, and EHR integrations.

• Supervise data onboarding processes (claims, ADT, roster, EHR data) and verify data quality prior to and during the go-live phase.

• Proactively identify risks, escalate issues with solutions, and facilitate resolution across both internal and customer teams.

• Provide leadership-facing status updates and maintain dashboards.

• Collaborate with Sales, Product, Engineering, Analytics, Integrations, and QA to meet customer requirements.

• Convert customer needs into internal workstreams and monitor cross-team dependencies.

• Work alongside the offshore R&D team in Pune, India, on integration specifications and issue resolution.

• Collaborate with Customer Success on handoffs, adoption milestones, and overall customer health.

• Drive change management initiatives at customer locations, focusing on stakeholder alignment, mitigating resistance, and engaging executive sponsors.

• Conduct training sessions for care managers, quality teams, and clinical staff.

• Develop workflow documentation, user guides, and quick reference materials.

• Identify and train customer super-users to support post-go-live activities.

• Monitor adoption metrics and proactively address any barriers to success.

• Contribute to the creation of playbooks, templates, knowledge hubs, and checklists based on hands-on experience.

• Highlight product gaps, workflow challenges, and market feedback to Product and Engineering teams.

• Assist in refining timelines, resource estimates, and scope definitions for future projects.

⛳️ Requirements

• 5–7 years of experience in healthcare technology implementations, professional services, or customer-facing delivery roles.

• Minimum of 3 years implementing enterprise software platforms for ACOs, MSOs, IPAs, or similar provider groups.

• Familiarity with value-based care, risk-based models, or population health initiatives.

• Demonstrated ability to manage complex implementations involving multiple stakeholders.

• Excellent communication skills with clinical and operational leaders.

• Experience in change management within healthcare environments.

• Capable of developing processes while achieving results in a dynamic setting.

• Willingness to travel approximately 25% for go-lives, kickoffs, and on-site support.

• Valid US work authorization.

• Preferred Knowledge Areas:

• EHR integrations: Epic, athenahealth, eClinicalWorks, Elation.

• Understanding of healthcare data standards: HL7, FHIR, ADT feeds, claims data.

• Clinical background or direct experience with care management and quality performance teams.

• Experience with offshore or distributed engineering teams.

• Knowledge of quality performance metrics: HEDIS, Stars, MSSP, MA, Risk Adjustment.

• Proficiency in project management tools (Wrike, Asana, Smartsheet, Jira) and CRM systems (Salesforce, HubSpot, ZenDesk).

🏝️ Benefits

• Competitive base salary benchmarked against market standards.

• Comprehensive benefits package.

• Meaningful equity that gives employees a genuine stake in the company's growth and success.

• Compensation aligned with experience, scope of work, and anticipated impact.