Implementation Specialist

Summary

Join PocketHealth's dynamic Technical Services team as an Implementation Specialist! This full-time, work-from-home position (with occasional travel) focuses on onboarding healthcare providers onto the PocketHealth platform. You will be the primary point of contact, managing projects, providing training, and ensuring a seamless launch. Success in this role requires strong project management, communication, and organizational skills, along with experience in a customer-facing role within SaaS. PocketHealth offers a competitive salary and benefits package, including remote work, paid time off, and wellness days, making it a rewarding opportunity to impact healthcare.

Requirements

• 1-3 years of relevant experience with project management and/or customer-facing experience, preferably in SaaS
• Have a driver’s license, access to a vehicle, a passport and a passion for in-person interaction
• Have exceptional communication skills whether it’s written, in person or over the phone
• Have superior organizational skills; integrity and great follow-through on tasks, even when multitasking. You don’t get overwhelmed easily
• Have a high emotional quotient. You set expectations with a high level of empathy and caring
• Have experience working cross-functionally with Sales, Marketing, Technical and Product teams
• Know what needs to get done, and know how to break it down and deliver. From start to finish, you pride yourself on seeing it through and executing with excellence

Responsibilities

• Partner with and launch healthcare providers with PocketHealth products. This includes providing project management, training, marketing collateral and support through the implementation and go-live
• Set up providers for long term success by facilitating a seamless transition to new operational workflows through in depth training and custom change management practices
• Lead and coordinate activity between the provider and PocketHealth Teams during implementation, including Sales, Deployments, Marketing, Product and Patient Experience
• Train physicians, providers and clerical staff on PocketHealth’s processes and technologies, both in person and virtually
• Work with various stakeholders at the provider site from implementation planning to go-live, ensuring expectations are set appropriately and that providers have a great experience
• Create and receive customer buy-in for implementation schedules with clear, key milestones, execute on these deliverables and maintain transparent communication of the implementation’s progress internally and externally
• Own and manage multiple implementations at once, averaging 5-7 launches on a monthly basis
• Establish aggressive timelines and develop creative solutions when confronted with critical project risks and deadlines
• Willingness and ability for overnight travel to customers in new markets as PocketHealth expands

Preferred Qualifications

• PMP or other Project Management coursework
• Have experience in managing complex implementation projects with a variety of stakeholders
• Have experience driving change and can manage customer expectations effectively
• Thrive in ambiguous environments and love to iterate. You have an “always better” attitude

Benefits

• Working remotely
• Competitive salaries and benefits (stock options too!)
• Four weeks of paid time off
• Unlimited wellness days
• Extended mental health coverage