Senior Implementation Program Manager

Senior Implementation Program Manager

 
Overview

The Senior Implementation Program Manager will be responsible for managing and coordinating multiple implementation projects across various product lines within Edifecs. This role will serve as the primary liaison between the Customer teams and the Edifecs teams including implementation/delivery, Product and other relevant teams as necessary, ensuring that products/solutions delivered align with agreed upon Customer requirements and the intended business outcomes. The successful candidate will also be responsible for capturing Customer feedback, understanding the reasons behind any gaps, and managing the process to triage and resolve these gaps. The candidate will also support the internal delivery teams from program coordination, communication and management standpoint. 

What you will do:
 

• Oversee and manage multiple implementation projects across different product lines for customer by partnering with the respective project leads/managers and assist/oversee as needed.
• Coordinate with cross-functional teams, including delivery team, product development, customer support, and other teams, to ensure smooth implementation, integration and delivery of intended business outcomes.
• Implement practices to bring a standardized and optimized approach of implementations across the program, enabling a cohesive solution delivery for customers, helping them realize the best value across all Edifecs solution components.
• Develop program-level project plans by partnering with respective project leads/managers and monitor progress against these plans across all projects.
• Act as the primary point of contact for customers during the implementation and post implementation/operations phases, curate a customer journey map aligning with their business needs and outcomes, ensure consistently excellent delivery and effective communication.
• Build strong relationships with key customer stakeholders to understand their business needs, objectives, and expectations.
• Partner with Account Management teams to help grow the customer accounts leveraging consistent successful deliveries, existing relationships, identified customer needs, and curating customer solutions to meet business needs.
• Ensure that the implementation teams are aligned with customer requirements and that any deviations are promptly communicated and addressed.
• Capture and analyze customer feedback related to the implementation/delivery and the success of the delivered products/solutions in meeting their business objectives.
• Conduct regular check-ins and satisfaction surveys with customers to assess their level of satisfaction and identify any areas for improvement.
• Provide actionable insights and recommendations to internal teams based on customer feedback.
• Partner with project teams to understand and assess the underlying reasons for any gaps between customer expectations and the delivered solutions.
• Manage the process of categorizing gaps into appropriate areas, such as product functionality, new requirements, user experience, or support, for triage and resolution.
• Reconcile customer expectations with the reality of the delivered solutions, providing clear communication and setting realistic expectations where necessary.
• Facilitate discussions and documentation between customers and internal teams to resolve discrepancies and ensure alignment on outcomes

What you will bring:

• Bachelor’s degree in Business Administration, Healthcare Management, Information Technology, or a related field; Master’s degree preferred.
• 8+ years of experience in project and program management, preferably within the healthcare software industry.
• Proven experience managing concurrent complex enterprise application implementation projects with multiple stakeholders.
• Strong understanding of healthcare industry standards, regulations, and practices.
• Excellent communication, negotiation, and interpersonal skills, with the ability to build and maintain strong customer relationships.
• Analytical mindset with the ability to identify, assess, and resolve issues effectively.
• Proficiency in project management tools and methodologies (e.g., Agile, Scrum, Waterfall).
• PMP, Six Sigma, or similar certification is a plus.

Note: The expected base pay range for this position is $114,898 - $153,198 per year. Base pay offered may vary depending on location, job-related knowledge, education, and experience. We are pleased to offer our associates a comprehensive well-being plan.  Our offerings include medical, dental, vision, life, and disability insurance, a 401(k) retirement savings plan including an Edifecs matching contribution, and up to 25 days of PTO and 10 holidays per year.  More information on these and additional well-being offerings can be found here.
 

About Edifecs

Edifecs is a premier technology company in the U.S. Healthcare market with solutions focused on interoperability, workflows, risk adjustment, value-based care payments, and analytics. Edifecs solutions are used by leading healthcare entities including, payers, providers, employers, third-party administrators, and government agencies. With innovative technology and solutions, Edifecs helps its customers by optimizing the secure exchange and processing of administrative and clinical data, reducing the cost of complying with regulations, and automating workflows involved in multiple core processes within the healthcare ecosystem. Edifecs is a frontrunner in providing solutions for B2B data exchange, streamlining key workflows in areas such as enrollment, risk adjustment, and alternative payment models. With the advent of FHIR and new regulatory guidance from HHS, Edifecs has emerged as a leader in easing the effort associated with achieving compliance with new federal rules and in making the healthcare consumer the primary stakeholder. Edifecs solutions are offered in both On-Premise and SaaS models. The company is headquartered in Bellevue, Washington, with additional offices in Atlanta, Georgia, and Mohali, India, an engineering center in Moldova, and has more than 700 employees.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or another legally protected status.

Edifecs will provide reasonable accommodation to individuals with disabilities who need assistance applying for a job.  Please contact [email protected] for more information. 

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