Position Implementation Project Manager

Department - Professional Services - Product Division

Location - Bangalore

Reports to Head, Professional services /VP Delivery

Job Objective - 

The implementation project manager is responsible for project management of implementation of products with a strong focus on customer satisfaction.

Key responsibilities - 

Domain expertise - 

- Understand the end to end workflows supported by our products. Should be able to discuss/understand the customer workflows and provide inputs to the implementation team.

- Responsible for guiding customers in terms of features, setting clear expectations etc.,

- Understand the product implementation cycle thoroughly and constantly focus on optimizing the process and hence the cost of implementation.

- Work with product owners to build a repeatable quick implementation process

Project Management - 

- Prepare and manage project plans, risks and dependencies for the implementation projects.

- Ensure the project is implemented on time within contractual obligations and regulatory requirements.

- Responsible for scope management, change management, has to work with development and implementation manager(s).

- Follow-up with customers to resolve any dependencies and help manage issues/bottlenecks in implementation.

- Be an escalation point for implementation team to coordinate with various partners to eliminate any bottlenecks or mitigate any risks.

- Communicate status to senior management and customers regularly.

- Should have the ability to manage multiple implementations in parallel for various customers.

- Manage a offshore team for various implementations

Process orientation - 

- Understand the product implementation cycle thoroughly

- Provide ideas for optimizing the processes on an ongoing basis to ensure it is streamlined and most efficient.

- Constantly streamline the support process and keep account management teams updated on the support status for each customer.

Training - 

- Understand customer pain points/expectations, provide product demo to customer as part of implementation.

- Provide Training to end users during UAT or part of implementation (end to end training) when required onsite or plan for remote training.

Customer relationship - 

- Monitor health indicators reports for various customers and identify if there are any challenges in usage of the product.

- Understand the support tickets of customer and make sure the right priority is given after discussion with customer.

- Ensure the customer satisfaction is high in terms of implementation and support.

- Ready to travel to customer locations as required in short duration.

Skills required - 

- Deep understanding of US Healthcare domain (EHRs/PMSs, EDI transactions, payments, etc) knowledge of processes followed in practices/hospitals)

- Good knowledge of healthcare interfaces

- Good understanding of HIPPA and other healthcare security standards

- Excellent communications and interpersonal skills.

- Experience to manage multiple clients and projects simultaneously.

- Excellent presentation skills

- Ability to understand the product very well and end to end workflows that are supported by our products.

- Ability to work with a globally distributed team

- Ability to work with people at all levels of customer's organization

- Ability to manage customer expectations, organize and manage workshops for implementation, and ability to guide/handle end users

- Managing and troubleshooting customer issues

- Ability to train users

- Deep understanding of US Healthcare domain (EMR/Eligibility/knowledge of process followed in practices/hospitals)

Qualification & Experience :

- BE or Master Health Administration (MHA) or Management degree (MBA) from a reputed institution

- 12+ years of experience with at least 5 years in managing multiple project teams.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.