Client Implementation Manager
Customer Support | Remote or at Minnesota Office | Full Time
About Doctor On Demand
Doctor On Demand’s mission is to improve the world’s health through compassionate care and innovation. We believe that health is personal, and means so much more than treating illness. We're proud of the care we've provided over the years and the relationships we’ve developed with our patients, as evidenced by the 5-star reviews we continually receive. People use our service to gain access to some of the best physicians and licensed therapists in the country, all whenever and wherever is most convenient. It’s as simple as opening the Doctor On Demand app on a smartphone or computer.
Through live video visits, our hand-picked, US-trained doctors take patient history, perform an exam, and recommend a treatment plan. Prescriptions, if needed, go directly to the pharmacy of choice. While insurance isn’t required, tens of millions of Americans enjoy covered medical and mental health visits through employer and health plan partnerships. To learn more about the hundreds of medical issues we treat, visit us at DoctorOnDemand.com.
The Client Launch Manager is a highly motivated professional with at least 4-6 years of successful project management experience. This role will interact with key internal stakeholders, health plans, and strategic employer clients, and possibly a government programs component, to manage projects including implementing new clients, new services/programs, facilitating a change in vendor relations, i.e. TPA, disease management programs, etc. and more. The position is responsible for building relationships with clients and internal teams that promote trust and confidence to ensure implementation needs will be successfully met as seamlessly as possible. The Client Launch Manager must have strong relationship skills to be able to work with not only the client team members but also with the subject matter experts and key stakeholders within Doctor On Demand, which will be key to a successful launch. Excellent communication skills are necessary to ensure that all team members are kept well informed of the requirements, any changes, progress status and any potential issues. The Client Launch Manager will additionally be responsible for supporting other internal projects as well as lead and contribute towards team goals.
Prepare for and participate in readiness assessments and potential sales initiatives
Responsible for being the key driver of all facets of implementations and significant changes to existing client set ups
Prepare for and facilitate a new client kick-off meeting for the purposes of requirements gathering and discovery
Assist clients by facilitating any impact analysis to best determine the appropriate requirements to ensure a smooth and successful implementation
Ensure all requirements are documented in the standard project templates and tools and obtain approval from clients before product development begins
Ensure all internal functional areas impacted by launches or changes are aware of the initiative, assist in scoping of needs, and facilitate project sign off
Create and maintain a detailed project plan and open items log for monitoring purposes
Record and distribute project meeting minutes and track action items
Continuously monitor progress in terms of the status of the project and report back to internal management and subject matter team members and clients using weekly status reporting formats
Assist with escalated client issues, member issues, project issues, etc. as identified or requested by clients through direct support or through the support of the Doctor On Demand subject matter experts assigned to the project
Provide go-live support: This requires working on January 1 of each year and other non-business days, as needed
Facilitate post-implementation review meetings with clients
Support other client related projects that require project management services
Support internal department projects
Provide mentoring and support to other team members
Knowledge of healthcare delivery operations required
Knowledge of Medicare, Medicaid and/or ACA products preferred
Ability to work independently and prioritize work in order to meet client and internal needs
Strong team orientation, commitment to sales and client service and desire to succeed
Willingness to travel as needed to meet client requirements
Excellent verbal and written communication, presentation and negotiation skills required
PC skills: Microsoft Office, email, instant messaging, and internet
Education and Experience:
Bachelor’s degree or equivalent experience
5+ years of related experience
Minimum of 4 years project management experience, working with external clients and executive sponsors
PMP certification is strongly preferred
Prior experience in the delivery of healthcare and/ or the health insurance industry is highly preferred.
Experience in services and solution delivery processes with a focus on customer facing consultative roles and project management
Must be able to communicate effectively
Requires overall light physical effort (up to 25 lbs.)
Manual dexterity and sitting is required in carrying out position, own responsibilities (e.g. use of personal computer)
Works primarily in either a private or shared office environment.
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, Doctor On Demand reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.