Team Lead, Implementation – Client Support

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

📋 Description

• Act as a vital team member in facilitating new initiatives and expansions.

• Be the main escalation point for complicated client inquiries, issues, and operational challenges.

• Ensure prompt and precise resolution of support requests across various channels.

• Oversee onboarding processes for new providers, departments, and client locations.

• Act as the primary operational liaison during provider implementations and expansion projects.

• Conduct provider training sessions, workflow evaluations, and readiness assessments prior to launch.

• Monitor onboarding milestones, project deliverables, risks, dependencies, and action items.

• Collaborate with Product and Technology teams to guarantee successful implementations.

• Track provider engagement after launch and proactively resolve any obstacles to success.

• Assist in ongoing relationship management for newly launched providers and departments.

• Engage in implementation planning, launch meetings, and operational readiness assessments.

• Support senior leaders with reporting and data analysis.

• Serve as a Subject Matter Expert (SME) for onboarding and client experience best practices.

• Aid in change management efforts and operational improvements.

• Lead, mentor, and develop Patient Support Specialists.

• Conduct regular one-on-ones, coaching sessions, and performance evaluations.

• Identify skill gaps and implement necessary performance enhancement plans.

• Assist senior leaders with the recruitment, hiring, onboarding, and training of new employees.

• Cultivate a culture of Support, Engagement, and Accountability (SEA).

• Acknowledge and reward performance while promptly and effectively addressing concerns.

• Perform additional job-related responsibilities as assigned.

• Take part in cross-functional meetings and go-live activities.

⛳️ Requirements

• Outstanding customer service and relationship management skills.

• Exceptional verbal, written, and presentation communication skills.

• Strong problem-solving abilities.

• Capability to operate under pressure and prioritize tasks effectively.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work environment and schedule options.