Director Implementation

Overview

The Director, Implementation will guide the delivery of services and technology to one or more clients by planning, supporting and / or managing implementation activities from pre-sales support through production verification, in addition to managing a team of Implementation staff who will be guiding the delivery of services and technology to their own set of clients within defined book of business.

Responsibilities

Project Management - Coordinate/manage the implementation efforts by ensuring organizational execution against the defined workplan:

 

• Identify and initiate joint company and client teams to complete pre-sales and / or implementation opportunity analysis, establish medical policy, integrate applications, establish invoicing, test configuration and interface, train end users and communicate to internal and external audiences.
• Establish internal IT team to ensure coordination of all our delivery activities through weekly meetings.
• Establish project plan based on scope of services.
• Ensure company and client buy-in to project plan and milestones. 
• Ensure work of each company and client committees progress as scheduled against the plan.
• Coordinate, facilitate and document client-facing meetings for medical policy, technology, communication training, Finance and testing committees.
• Ensure follow-through against commitments made by company and client resources.
• Identify, track and ensure closure of all implementations related issues across all aspects of delivery.
• Report status against key milestones (progress against plans, upcoming activities and issues) on a weekly basis.
• Deliver projects in conjunction with the client, balancing scope, schedule, resources and quality.
• Fulfill delivery responsibilities as outlined in the Implementations Responsibility Matrix.

 

Client Relationship Management:

• Establish outstanding professional relationships within each of the client departments participating in the pre-sales implementation support activities (as needed); implementation; and post go live warranty period such as: executive leadership, medical policy, claims operations and grievance / appeals, provider relations, corporate communications, information technology, and Finance/actuarial.
• Serve as key day-to-day client contact to present a consistent primary point of contact with company.
• Identify opportunities to expand the scope of our business relationship with the client and communicate opportunities to manager for pursuit.
• Leverage manager to solidify relationships with client executives not involved with the implementation daily.

 

Transition to Program Management, Operations and Network Operations:

 

• Ensure client operational cycles are understood and supported by company.
• Integrate and effectively transition to Program Management, Operations to provide a seamless transfer for on-going business support.
• Integrate and effectively transition to Network Operations to ensure seamless transfer for on-going technology support.

 

People Management:

• Assist in end-to-end capacity planning and provide input into program complexity.
• Hire, develop, lead, and retain top-tier talent, with a focus on building and improving a team and culture that can assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction.
• Internally lead reviews and participate in process improvement initiatives.

 

Implementation Process Improvement:

• Other responsibilities as assigned.
• Complete all responsibilities as outlined on annual Performance Plan.
• Complete all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Qualifications

• Bachelor’s Degree
• PMP Certification preferred
• 6+ years of experience with program and complex project management, matrix management, client-facing service delivery, health plan systems delivery, and custom or packaged application delivery.
• Proficient in Microsoft Office Suite (Word, Excel, Power Point, Visio, Project)
• Professional with ability to properly handle confidential information
• Ability to work well independently and in a team environment
• Ability to handle multiple tasks, prioritize and meet deadlines
• Ability to work within a matrix organization
• Excellent written and verbal communication skills
• Must have ability to positively handle/manage stress, such as high work volume and frequent cha