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Implementation Program Manager

Customer Success | Minneapolis, MN | Full Time

Job Description

We are seeking a skilled, motivated and energetic person to be the Implementation Program Manager who will be responsible for the implementation success of our client’s programs. Implementation Program Manager will be responsible for creating operational efficiency and driving customer value throughout all phases of the implementation process.

 

Responsibilities:

  • Manage all day-to-day operational aspects of multiple implementation projects

  • Collaborate with Account Management, Engineering, and Sales to understand customer requirements and expectations

  • Create / manage program project plans

  • Resource allocation and planning

  • Work with the implementation team and across Doctor On Demand to ensure customers achieve or exceed desired program results

  • Attend client implementation kickoff meetings and internal and external implementation status meetings

  • Accountable for the accuracy, timeliness, and completeness of the implementation process

  • Ensure quality and service standards are met throughout the implementation process

  • Acts as primary contact/liaison between customers to resolve issues related to implementation plan design and customer deliverables

  • Provide clear direction, communication and guidance to Operations, Engineering and Client to mitigate project risks to all parties

  • Effectively communicate plans, progress, and status to both internal teams and customer representatives

  • Collaborate with Account Management and Sales teams to create seamless communication experience for customers

  • Conduct post-implementation analysis and create recommendations based on lessons learned

  • Work with cross functional teams to incorporate feedback from end users back into our solution roadmap, make the necessary configuration changes within the system and work with the engineering team in defining the spec for required changes

 

Success Factors:

  • Must be able to interact and communicate with individuals at all levels of Doctor On Demand and customer organizations

  • Understanding of healthcare systems and their application to customer needs

  • Ability to prioritize work assignments and shift work efforts based on the needs of the department or business goals

  • Ability to manage multiple concurrent implementation projects

  • Knowledge of Software as a Service, Software Product Operations, and Project Management

 

Experience:

  • Bachelor's or Master’s degree

  • 5+ years experience program management, project management and / or software product implementation

  • Strong communication, leadership and mentorship skills

  • Ability to manage and maintain system configuration based on multiple, complex account types

  • High level understanding of business intelligence tools and other technologies

  • Experience in health plan systems and understanding of member needs, including base knowledge of eligibility and claims

  • Experience with Medicaid / Medicare programs preferred

 

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.