Implementation Manager

Company Description

Amwell digitally empowers payers, providers and innovators, enabling an ecosystem of care that spans across in-person, virtual and automated care.

Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care.

Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.

With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nation’s largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.

For more information, please visit Amwell.com.

Brief Overview

As an Implementation Manager, you will play a pivotal role in helping us to deliver a first-class onboarding experience for new customers across sectors including the NHS and private in the UK and internationally. You will be responsible for enabling our customers to adopt and deliver a digital service that helps widen access to mental health treatment.

Core Responsibilities

• Manage the implementation process of new customer accounts after handover from the sales team; working with external clinical teams to capture requirements and tailoring the setup for optimal service delivery.
• Deliver a digital care pathway for SilverCloud products including customer desired configuration, training and go live.
• Deliver an exceptional service to customers to get them live in the most efficient timeframe with an optimum setup.
• Assist the sales team and colleagues with pre-implementation support during sales cycle as required.
• Manage change requests and upsells including data migration and technical integration projects for existing customers.
• Ensure tracking and rolling up of project milestones and metrics for status reports.
• Ensure compliance with all design, technical & security governance processes.
• Ensure all risks and issues are captured, tracked and appropriate actions taken.
• Become a product & implementation expert and internal champion for our customers to drive product improvement/enhancement.
• Help with internal projects as and when required to support process improvement in line with company OKR’s.
  
  

Qualifications

• 4 years’ experience of healthcare and project management in the NHS or private sector.
• PM qualification (desired)
• Knowledge of NHS guidelines and policy relating to mental health.
• Knowledge of healthcare service delivery, pathways and commissioning in the UK.
• Experience in ensuring and increasing customer adoption, satisfaction.
• An understanding of SAAS implementation processes.
• Experience of working with SSO and API’s an advantage.
• The ability to manage multiple projects simultaneously.
• A strong interpersonal aptitude with the ability to build trust quickly with a client-first mentality.
• Exceptional project management skills, with the ability to coordinate cross-functionally and hit hard deadlines in a fast-paced environment.
• Clear, empathetic communication skills.
• Strong attention to detail.
• An interest in digital healthcare, wellness, and a passion for directly improving people’s lives.
• Strong MS Office and CRM skills. Gainsight and Monday.com experience an advantage.
• Knowledge of DPA and GDPR.
  
  

Additional Information

Job Level: P3

Working At Amwell

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!

Additional Benefits

• 24 days annual leave + 1 birthday day + 4 Mental Health days\l Health days
• Private Health Care – Vitality
• Pension Plan – Scottish Widows
• Life Insurance
• Income Protection
• Employee Share Purchase Plan (ESPP)
• Access to SilverCloud, Calm and a suite of supports for you and your family