Client Engagement Project Manager
Implementation Manager
OTTO Health is looking for an Implementation Manager to join our team in Boulder, CO. Reporting to the VP of Commercial Delivery, this is an exciting opportunity for qualified candidates to gain experience with various different areas of our organization, interact with provider clients throughout the country, and work across organizational functions to drive successful customer implementations. This position requires the skills necessary to drive successful projects for both traditional provider clients as well vendor/partner clients. This includes use case development, new provider onboarding and training, integration testing and support, traditional customer support, and ongoing client relationship management. This position is a great opportunity for highly motivated individuals seeking ownership over the implementation process and who can demonstrate implementation leadership according to the OTTO Health project methodology and best practices.
Primary Responsibilities
Responsibilities and essential job functions include, but are not limited to:
• Partner with internal business units, account management, engineers, and management to develop and execute on the implementation project plan and strategy
• Manage all aspects of the customer implementation project including scope, time, cost and quality, throughout the project lifecycle
• Manage and deliver provider, admin, staff, biller, and scheduler training
• Update onboarding and training documentation as needed, as well as work with cross-functional teams to refine the implementation process
• Participate directly in project activities including EMR integration design and testing, designing customer workflows and documentation, documenting customer support and escalation processes, etc.
• Risk and issue management, including tracking of risks and issues with the client, and interfacing with internal stakeholders to mitigate risks and resolve issues
• Facilitate training sessions for client operational teams and end users of the OTTO platform, including schedulers, MAs, providers, etc.
• Post-launch account management including:
• Ongoing management and reporting of client performance, risks, and issues
• Assistance with customer support issues identified by clients, including collaborating with Software Engineers to recreate and analyze system issues
Requirements
• Minimum 3-5 years Client Services experience
• Background in business, healthcare, computer science, or related
• High energy level, self-starter, and eager to do what is necessary to be successful
• Detail oriented, analytical, and dynamic; able to take on multiple tasks at once
• Excellent interpersonal, public presentation, written and communication skills
• Ability to utilize effective communication or negotiation skills, employing diplomacy and sensitivity to resolve critical or escalated issues affecting the customer, staff, or senior management
• Proven ability to influence cross-functional teams without formal authority
• Proficient in Microsoft Office: Word, PowerPoint, Excel
• Experience working with EMRs preferable
• Willing to work against deadlines
Interested candidates should email ashley.amaral@ottohealthcare.com
with a resume and cover letter.
