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Implementation Lead

  • Location: Chicago
  • Type: Direct Hire
  • Job #1735

Position Summary:

Carex’s Healthtech partner in Chicago is looking for an Implementation Lead with a solid foundation in software implementation and customer service. This individual must demonstrate the capabilities required to engage, plan, configure, implement and support a complex, multi-step workflow solution at a large healthcare organization. To be successful in this role, the individual requires strong client management skills, as well as the ability to collaborate with cross-functional teams to meet project milestones and deliver measurable performance outcomes. An ideal candidate for this position enjoys working in a fast-paced team environment, can approach problem-solving challenges independently, has a strong attention to detail, and a passion for improving the customer experience.

What you’ll do:

  • Managing specific components of an enterprise implementation of our partner’s solutions, serving as one of the primary business contacts for clients and ensuring satisfaction
  • Work directly with clients to document existing operational processes, and gather requirements needed to set product configurations for business rules, workflows, and patient messages
  • Clearly present our partner’s recommended workflows and manage customer concerns as they arise
  • Document and communicate project accomplishments, next steps, risks, and issues to client operations teams
  • Compile detailed agendas for client meetings that cover important steps for the success of the project
  • Build and maintain a strong knowledge of our partner’s solutions, processes & procedures, and healthcare domain
  • Anticipate customer needs and risk points ahead of time, provide manager with potential solutions to address needs or avoid risks
  • Help update and improve the technology implementation methodology as a whole, and contribute to our partner’s organizational objectives
  • Confidence to take calculated risks or act boldly if you believe it will benefit the customer or company
  • Manage and track all project tasks in the project plan using project management tools

What you’ll bring:

  • Bachelor’s or Master’s degree in Business, Finance, MIS, or a related field
  • 2+ years of experience in an implementation, customer success/service, or operational consulting role
  • Experienced in project management (e.g., lead meetings, draft status reports, develop/manage project plans, track issues, identify risks, develop/monitor resource plans, etc.)
  • General understanding of data analytics, cloud-based software, data integration techniques, QA processes
  • Ability to work on multiple projects at once, prioritize and execute a large number of tasks, and resolve issues quickly
  • Comfortable with ambiguity and performing tasks autonomously without direct oversight or direction
  • Experience building and managing client relationships
  • Keen attention to detail, self-motivated, and service-oriented
  • Strong social awareness and an outgoing, positive attitude
  • Skilled at listening and sending clear, convincing, and well-tuned messages (both verbal and written)
  • Coachable, hungry for feedback, and dedicated to continuous self-improvement
  • Passionate about operating in spaces where healthcare, technology and innovation intersect
  • Ability and willingness to travel up to 25% of the time
  • Experience working in customer service/customer support, responding to customer complaints in a timely, professional and productive manner
  • General understanding of healthcare revenue cycle management (RCM), including patient access, registration/admission, and patient financial services
  • Experience working with electronic health record (EHR) systems
  • Experience conducting operational assessments, including reviewing current operations and conducting key interviews with client stakeholders
  • Solid understanding of workflow systems and their application to customer business process improvement
  • Dedication to remaining current with changes and advances in the healthcare industry
  • Familiarity with data visualization and analytics tools (i.e. Tableau, PowerBI)

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