Implementation Manager

Summary

Join Abridge as an Implementation Manager and play a critical role in the successful deployment and implementation of our AI-powered healthcare platform. You will be the primary point of contact for our partners, ensuring seamless project execution and exceeding user expectations. This role requires strong communication skills, project management expertise, and a results-driven approach. You will lead implementations, manage project plans, and collaborate with internal and external teams. The ideal candidate has 3+ years of experience in healthcare technology implementation, excels at communication, and is highly organized. Abridge offers a variety of benefits, including flexible PTO, equity, comprehensive health insurance, a learning and development budget, and paid parental leave.

Requirements

• Have a track record of driving successful healthcare technology implementation projects from initiation to completion
• Excel at communication and can synthesize information in a concise way
• Are extremely organized and detail oriented. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality
• Can work with speed and are results driven. You seek continuous process improvement, driven by efficiency. Your role will involve rapid decision-making, quick execution, and maintaining an unwavering commitment to precision and quality in every aspect of implementation
• Build strong relationships with various stakeholders at our partner sites, to ensure a long lasting partnership
• Have the ability to smell smoke and escalate early, with proposed solutions
• Are creative and scrappy with strong problem solving skills, tactful conflict resolution skills, and a bias to action
• Have 3+ years of experience in project management, with a focus on software deployment and implementation at B2B companies
• Experience implementing electronic record systems and leading through build and testing phases. (Epic is a definite plus.)

Responsibilities

• Lead customer implementations and serve as the primary point of contact for Abridge's partners during their initial deployments
• Be the person who instills confidence + trust in our partners and team, drives on-time implementations with high NPS, and ensures our pilots convert to full enterprise partnerships
• Own the creation, coordination, and execution of project plans, in collaboration with internal and external cross-functional teams
• Accountable for leading through each of the project phases, including kickoffs, technical configuration, testing, clinician training, go-live, and post-live stabilization
• Identify and manage project risks and issues, and develop contingency plans as needed
• Set the standard for what incredible communication looks like. Communicate project progress and issues to internal and external stakeholders in a timely and transparent manner
• Develop and execute against comprehensive testing plans with our most strategic partners, including tracking all issues, triaging, and driving towards daily testing goals
• Collaborate with support and operational management to identify and implement areas for process and tool improvements in a dynamic and growing environment
• Participate in the creation of repeatable processes that will scale with the growing number of concurrent implementations our team will need to support

Preferred Qualifications

• Familiarity with systems requiring strict adherence to privacy and security protocols
• Knowledge of tiered support organizations and escalation protocols
• Must be willing to travel up to 20%

Benefits

• Flexible/Unlimited PTO — Salaried team members can take off as much approved time off as they need, plus 13 paid holidays
• Equity — For all salaried team members
• Medical insurance — We pay 100% of the premium for you + 75% for dependents. 3 Aetna plans to choose from
• Dental & Vision insurance — We pay 100% of the premium for you + 75% for dependents. 2 Aetna plans to choose from
• Flexible Spending (FSA) & Health Savings (HSA) Accounts
• Learning and Development budget — $3,000 per year for coaching, courses, workshops, conferences, etc
• 401k Plan — Contribute pre-tax dollars toward retirement savings
• Paid Parental Leave — 16 weeks paid parental leave, for all full-time employees
• Flexible working hours — We care more about what you accomplish than what specific hours you’re working
• Home Office Budget — We provide up to $1,600 in a one-time reimbursement to set up your home office
• Sabbatical Leave — 30 days of paid Sabbatical Leave after 5 years of employment