Implementation Director

Overview

The Implementation Services Director 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. This position will not have direct reports.

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, establishing invoicing, test configuration and interface, train end users and to 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 Implementation Services VP for pursuit.
• Leverage ISVP to solidify relationships with client executives not involved with the implementation daily.

Transition to Client Services and Network Operations:

• Ensure client operational cycles are understood and supported by company.
• Integrate and effectively transition to Client Service Manager 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.

Implementation Process Improvement:

• Undertake process and departmental improvement projects identified individually, as a team or as assigned by the Implementation Services VP.
• Coordinate process improvement initiatives with other team members and organizational components.
• 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 in relevant field, or equivalent.
• PMP Certification preferred
• Health Claims system knowledge on any of the following: Facets, Paradigm/Diamond, Amisys or Amisys Advance, QMacs/QNXT, QCare.
• 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 change.
• Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones.

Mental Requirements: