Manager, Professional Services – Clinical & Front Office Implementation

This is a fully remote position, open to applicants in Alabama, +16 more states.

📋 Description

• Provide daily managerial leadership to a dedicated clinical implementation team.

• Conduct one-on-one meetings, career development discussions, and performance management.

• Teach, mentor, and enhance the skills of consultants in advanced consultative techniques.

• Oversee project assignments, manage active backlogs, team capacity, and target utilization rates.

• Collaborate with Product Management during Closed and Open Beta phases to assess feature readiness and synchronize deployment timelines.

• Create internal consulting playbooks from Beta to General Availability.

• Implement post-implementation reviews to reduce delivery friction and minimize Time-to-Value.

• Incorporate modern AI tools to automate administrative functions and enhance consultancy output.

• Directly manage a selective portfolio of 1–2 strategic or early adopter implementations.

• Develop internal training frameworks, documentation, and playbooks.

• Act as a liaison between Professional Services and Product Management to assess enhancements and software compliance standards.

• Function as the main escalation point for complex client issues and critical implementation commitments.

• Supervise testing, training, and quality assurance activities across implementations.

• Maintain an onboarding CSAT score of 95% or higher.

⛳️ Requirements

• Bachelor's degree in Healthcare Administration, Business Administration, Information Systems, or related experience.

• At least 2 years of formal people management or team leadership experience.

• Demonstrated success in cultivating team culture, managing utilization, and coaching direct reports.

• 3 to 5 years of experience in managing complex projects or implementation teams.

• Experience ideally within the ambulatory EMR/EHR sector.

• Knowledge of capacity management and resource allocation.

• Experience in tracking Professional Services KPIs, including utilization, Time-to-Value, and Customer Satisfaction (CSAT).

• Experience in developing playbooks for software release cycles from Beta to General Availability.

• Strong understanding of medical billing, scheduling, and clinical documentation software.

• Proficiency in implementing AI tools and digital workflow software.

• Active or previous clinical degree (PT/OT/SLT) is a significant advantage.

• Must reside in one of the designated U.S. states: Alabama, Arizona, Florida, Georgia, Indiana, Illinois, Massachusetts, Maryland, Michigan, Mississippi, North Carolina, Oklahoma, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, or Wisconsin.

• Must be legally authorized to work in the United States.

🏝️ Benefits

• Remote First

• Paid Time Off

• 11 Paid Holidays/Year

• Year-End Holiday Break

• Health insurance

• Dental insurance

• Vision insurance

• HSA/FSA

• 401K with Company Match

• Disability & Life Insurance

• Employee Assistance Program

• Paid Parental Leave