Implementation Lead

Summary

Join Stellar Health as an Implementation Lead and spearhead the onboarding of our platform at major medical groups and health systems. You will be responsible for training, implementation, and executive-level engagement, ensuring a smooth transition and maximizing platform value. This role involves managing multiple implementations concurrently, providing exceptional client support, and collaborating with internal teams. The ideal candidate possesses 4+ years of client-facing experience in healthcare software implementation, strong training expertise, and proven project management skills. Stellar offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Requirements

• 4+ years of professional experience in a client-facing role, with a focus on software implementation, training, or account management within the healthcare industry, preferably working with large health systems
• Training Expertise: Proven experience in building and delivering training programs, with the ability to iterate and improve training materials based on feedback and changing needs
• Technical Proficiency: Strong understanding of software implementation processes and experience using technical tools to troubleshoot user issues
• Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users and tailor communication to different audiences
• Project Management: Strong organizational and project management skills, with the ability to manage multiple projects simultaneously and meet deadlines
• Initiative and Problem-solving: Proactive and independent problem-solver with a track record of improving processes and driving results
• Solutions-oriented: Focused on achieving tangible results and delivering on implementation objectives. Skilled at setting clear goals, measuring progress, and adapting strategies to ensure successful outcomes
• Outcomes Driven: A results-oriented and goal-focused mindset with a proven track record of achieving and exceeding measurable outcomes and consistently hitting key performance indicators . Driven by a passion for high-quality outcomes and motivated by achieving set targets. Takes satisfaction in meeting and exceeding goals, and is committed to continuous improvement when objectives aren't met. Focused on accomplishing company-defined business goals, as well as milestones and deadlines established with clients
• Relationship Management: Proven ability to build and maintain strong, productive relationships with clients and internal stakeholders at all levels. Demonstrated ability to influence and collaborate effectively with diverse stakeholders to achieve shared goals.  Experience navigating complex organizational structures and building relationships with stakeholders across multiple departments and levels of seniority
• Customer-focused: Commitment to providing exceptional client service and a passion for improving healthcare through technology.Adaptability: Ability to thrive in a fast-paced, dynamic startup environment and handle rapid changes and ambiguity with ease
• Data Literacy : Comfort working with data sets and ability to understand, interpret, and glean insights from data

Responsibilities

• Lead and Manage Implementations for large medical offices: Own the entire implementation process from signing to successful training and handoff, ensuring timely and effective onboarding of our product
• Training and Education : Expand on existing curriculum to deliver comprehensive training curriculums tailored to the needs of different user groups within medical practices, including leaders, front office staff, and other key stakeholders
• Project Management: Oversee multiple implementations concurrently, ensuring that all projects are delivered on time and meet the quality standards
• User (Client) Communication & Relationship Management: Serve as the primary point of contact for clients during the implementation phase, providing exceptional support and addressing any concerns or issues that arise
• Program Development & Process Improvement: Design, build, and iterate on the implementation program for large health systems, establishing scalable processes and best practices that drive measurable improvements in implementation efficiency and medical group satisfaction. Continuously evaluate and improve existing implementation processes to enhance efficiency and client satisfaction
• Cross-functional Collaboration: Work closely with internal teams, including Provider Success, Product, and Sales, to ensure a cohesive and aligned approach to client onboarding and success
• Technical Support and Troubleshooting: Support medical groups with technical implementation set-up, including account creation, organizing provider rosters, setting up office-level access, and more. Assist users in troubleshooting and resolving technical issues during the implementation phase
• Facilitate smooth hand-offs: Partner with internal teams including Network Sales and Provider Success to ensure a cohesive and aligned approach to medical group onboarding and success

Preferred Qualifications

Experience in value-based care is strongly preferred

Benefits

• Medical, Dental and Vision Benefits
• Unlimited PTO
• Universal Paid Family Leave
• Company sponsored One Medical memberships and Citibike memberships
• Medical Travel Benefits
• A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations
• Stock Options & a 401k matching program
• Career development opportunities like Manager Training, coaching, and an internal mobility program
• A broad calendar of company sponsored social events that for our in-office and remote employees
• The salary range for this role is $120,000 - $140,000 and will be eligible for a quarterly performance based bonus