Director, Professional Services and Implementation

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview: The Director, Implementation is responsible for the delivery and training of our SaaS based products and services, leading by experience and example to reach maximum customer satisfaction, revenue conversion and retention. This individual will provide leadership and oversight to the Implementation team and ensure quality implementations and product adoption across multiple applications in the provider space. This individual will develop and lay the foundation to guarantee our customers’ positive experience.

Duties and Responsibilities:

· Establish clear, measurable objectives for the team. Monitor and measure these objectives regularly, providing coaching, mentoring and course correcting as required;

· Monitor the overall performance of the department by tracking and analyzing key performance metrics;

· Establish and coordinate reporting across all aspects of business that can be used for analysis and trending reporting;

· Oversee all implementations from kickoff to launch and ensure that all team members are adequately trained and performing;

· Use a consultative, problem-solving approach to identify trends, pain points and areas for optimization;

· Monitor appropriate staffing levels and appropriately develops team;

· Demonstrate customer focus, always willing and comfortable with engaging the customer proactively via multiple communication channels;

· Provide customer follow-up, communication and issue management while serving as a senior point of escalation;

· Manage all components of program delivery to ensure timely, quality, and profitable implementations;

· Develop effective processes, controls, and measurements to drive improvements in efficiency, accuracy, and quality;

· Create a culture that fosters internal and external customer satisfaction;

· Develop strong relationships with customers that allow for positive feedback and referrals;

· Create an enduring organization by focusing on empowering people to make decisions at the point of contact;

· Handle additional requests as required;

· Maintain compliance with Inovalon’s policies, procedures, and mission statement;

· Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and

· Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

 

Job Requirements:

· Minimum of 10 years’ experience in delivering implementation and training of SaaS based products, with a proven track record of achieving revenue goals and KPI’s;

· Minimum of 4 years management responsibility;

· Experience leading groups of 15 people or more; proven track record of developing and promoting managers and leaders;

· Experience in the healthcare space highly preferred, experience working with both direct providers or in hospitals preferred;

· Excellent oral and written communication skills;

· Ability to quickly grasp new concepts, plan work and execute projects in a fast-paced environment;

· Excellent troubleshooting and analytical thinking to resolve issues;

· Strong Project Management skills;

· Proficient working with Microsoft Office applications, including MS Visio;

· Salesforce.com experience preferred; and

· Ability to deal effectively with changing priorities in a diverse organization.

 

Education:

· Bachelor’s degree in Business or related field of study.

 

Physical Demands and Work Environment:

· Sedentary work (i.e. sitting for long periods of time);

· Exerting up to 10 pounds of force occasionally and/or negligible amount of force;

· Frequently or constantly to lift, carry push, pull, or otherwise move objects and repetitive motions;

· Subject to inside environmental conditions; and

· Travel for this position will include 15%.

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