Implementation Lead

Boston, MA
Operations – Market Operations
Full-time
Implementation Lead 
Boston, MA

PatientPing is a venture-backed health technology company based in Boston, MA that is transforming healthcare delivery. We are building a national network that connects providers with real-time notifications when their patients receive care anywhere, so that providers can better coordinate patient care. Our customers include hundreds of health systems, physician organizations, and post-acute care providers across the country. Our vision is bold – to build a national care coordination network that allows providers to put patients at the center of their care.

Job Description
We are actively recruiting a full-time Implementation Lead based in Boston, reporting to our Operations Director. You’ll lead end-to-end “Launch” engagements for customers across the country, paired with experienced Market Operations Managers. You will be the face of PatientPing for the duration of Launch: leading efforts post-sales, through go-live, and until adoption is hardwired and engagement goals are met.

Successfully launching customers and their users has several benefits:
•Accelerates time to ROI / value realization by deploying a proven playbook
•Sets up for first year engagement with the PatientPing network
•Enables sustainable ongoing support
•Enhances overall customer lifetime value with strong and appropriate use of our product

As the primary point of contact, the Implementation Lead will partner and communicate effectively with both PatientPing’s end-users (front-line healthcare staff), their team leads and our senior leadership (buyers). Applying program and change management strategies, you will track progress towards milestones, develop executive deliverables, measure impact, execute action plans for risks or issues, and facilitate a seamless post-launch handoff to the Market Operations Manager or National Accounts Manager. Your feedback will provide direct input into our Market Operations teams and Product priorities. You will be supported by the Growth, Integrations, Customer and User Success Teams. While this role is based out of the company’s Boston headquarters, you will travel to deliver aspects of implementation in-person.

What Success Looks Like:
In 3 months…
Execution:
•Developed in-depth understanding of our platform and internal processes
•Formed working relationships with internal stakeholders 
•Oriented to PatientPing’s product technology, features, and functionality 
•Refined our Launch playbook based on active Implementations 
•Understood why customers buy and how we create value
•Learned your users: what roles they fill, why they engage with our product, how they learn the application, and how they use our technology.

Collaboration:
•Established strong relationships with current Regional Market Management, National Accounts Management, Integrations, Customer Success, User Success, and Growth teams to ensure effective and efficient execution of implementation and hand off.
•Surfaced opportunities to drive even greater efficiency for successful onboarding

In 6 months…
Execution:
•Developed insights for how to iterate Launch Services  
•Kicked off and project managed end-to-end Launch service across customer segments
•Trusted as the primary relationship owner for end-users through Go-Live and adoption
•Delivered key initiatives to increase engagement and mitigate risks during Launch
•Identified tactics to accelerate time to adoption

Collaboration:
•Partnered with Growth and regional Market Operations teams to facilitate smooth handoffs and collaboration for ongoing customer strategic priorities 
•Established collaborative relationships with Product team to advocate for opportunities and customer requests

In 12 months…
Execution:
•Optimized Launch packaging, including new offerings to address opportunities identified
•Demonstrated success in engaging customers (high implementation NPS, identified upsells) and users (adoption at or above goal, provide product feedback)
•Continued ownership of Launch onboarding for growing customer base and identified opportunities to support packaging for new segments

Collaboration:
•Partnered with Growth and regional Market Operations teams to facilitate smooth handoffs and collaboration for ongoing customer strategic priorities 
•Grow and train colleagues as the Launch team grows  

What You Need:
Mission-driven focus with a passion for spearheading change in complex healthcare environments, awareness of payer/provider reimbursement models, interoperability/healthcare tech trends:
•Experience with relevant business models: customer-facing roles in enterprise SaaS businesses, strategic and/or organizational change management consulting experience preferred
•Relevant functional experience: Complex implementation/project management; in healthcare technology or electronic health records, in the provider, plan, and/or population health space, or growth healthcare company preferred. Project Management certification a plus.
•Ownership mindset: highly accountable self-starter and comfortable with rolling up your sleeves; senior executive relationship management
•Excellent written and verbal communication, organization, and project management skills in a team-oriented, collaborative environment
•Entrepreneurial, motivated, curious, and insightful; analyzes data to create focus and action plans and presents for a variety of audiences including executive leadership

What You Get: 
•Join one of the fastest growing health tech companies in the country  
•Have the autonomy to build something with a brilliant and enthusiastically supportive team
•Learn best practices from world class investors and advisors
•Become an expert on healthcare delivery system transformation
•Receive cash and equity compensation with health, dental, and other benefits
PatientPing is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.