Senior Implementation Advocate

Work Location: This position is designated as remote. However, employees who reside within a 40-mile radius of one of our office locations in Tampa, FL; Canonsburg, PA; or Bowie, MD will follow a hybrid work schedule and are expected to work in the office two days per week (Tuesdays and Wednesdays).

Overview:  

Configures and onboards new orders for Inovalon provider products and services and assists others as they learn new products with a large emphasis on large and complex or enterprise customers.  Plans, executes, and finalizes projects according to agreed timelines.  Responsible for coordinating the efforts of the project in order to onboard according to the plan.  Defines the objectives and manage them throughout the duration of the implementation project, making recommendations to customers on best practices and configuration.

Duties and Responsibilities:

• Define project scope, requirements, goals and deliverables to ensure that each implementation is successfully executed, with emphasis on large and complex or enterprise management;
• Manage customer on-boarding experience from initial in-take call to go live, including customization, configurations, workflows, training etc.;
• Be attentive of customer requirements and business processes for configuring applications; make recommendations for configuration with customers
• Document all implementation project activities per defined process and procedures and participate in writing improvements and/or new process and procedures;
• Implement assets within specified days to onboard and improve on timelines based on goals set forth by leadership;
• Troubleshoot complex issues using an analytical approach and elevate issues following defined escalation procedures ensuring all communication to customer and internal teams are completed;
• Perform complex implementations without supervision and make recommendations on configuration and implementation approach;
• Communicate valuable product and process feedback to manager, SME or point of escalation and provide suggested solutions;
• Organize and manage workload efficiently, effectively and independently- serving as a role model for others;
• Explain Inovalon product offerings, operating systems, and internal systems as a subject matter expert;
• Participate in complex special assignments as needed;
• Plan, schedule, recommend and continually manage project expectations to best match the customer and Inovalon’s needs;
• Provide assistance to team members as needed;
• Other duties as assigned;
• 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 5 years’ experience implementing or supporting software with high volume of transactions;
• Healthcare EDI Knowledge (ANSI X12, 835, 837, 270/271), read EDI files and identify breakage points and proficient in HIPPA transaction code set;
• Project Management fundamentals experience;
• Proficient in use of Microsoft Office suite (MS Word, MS Excel, MS Outlook);
• Proficient in working with CRM systems, Salesforce.com a plus;
• Proficient with using and supporting Software as a Service (SaaS);
• Excellent verbal and written customer service skillset along with strong organizational skills;
• Ability to work efficiently, effectively and independently in a fast–paced environment with a large, diverse workload;
• Ability to make independent decisions on customer configurations, implementation plans and processes:
• A strong team player with the ability to interact