Client Delivery Manager

Client Delivery Manager Job Description

The Delivery Manager is responsible for driving the implementation and deployment of SimpliFed products and offerings with their health system, health plan, and designated partner clients. Working closely cross-functionally, this role reports to VP of Client Success and serves as the primary point of contact for assigned clients on day-to-day management and operations of integrations, data and reporting, troubleshootings, and project management.  The Client Delivery Manager is responsible for achieving the highest level of satisfaction through excellent service to clients. 

Key Responsibilities

• Serve as the primary project manager to customers including payers, providers, and partners driving toward operational success.
• Provide technical consultation including troubleshooting and testing for the seamless integration of client EHR or CRM solutions with SimpliFed’s patient record system. 
• Define, plan, and implement the deliverables and tasks required for successful client partnerships using a standard project management methodology to guide projects in a consistent and organized manner.
• Partner with Operations team to ensure client referrals and onboarding aligned with internal clinical operations processes and practices at scale.
• Effectively communicate project expectations and deliverables to internal and external project team members in a timely and clear fashion.
• Understand existing processes and recognize and propose changes to improve quality, reduce costs, and accelerate timelines as well as share best practices and product knowledge with peers and team members.
• Provide user training via the Web or on-site for onboarding that aligns with company clinical pathways and technical data exchange standards when possible while meeting clients where they are at
• Work cross functionally with internal teams to resolve and report client technical product issues, test new features, and collect client feedback for continuous improvement.
• Provide required reporting and data for clients (such as HEDIS reports, client QBRs, and data analyses for ad hoc projects)
• Conduct all business in accordance with SimplIFed policies and procedures.
• All other duties as assigned

Qualifications

• 5+ years of clinical practice EHR or care coordination system implementation services experience including clinical workflows, EHR configurations, end user training, and quality assurance reporting.
• 2-5+ years of project management and client delivery, including multiple, simultaneous projects, creating and managing client deliverables, technical systems implementation, and troubleshooting (client management, client success, consulting, project management)
• Demonstrated experience implementing healthcare data solutions based on interoperability standards including FHIR, HL7, and APIs. Experience with Athena and Epic highly encouraged 
• Excellent communication skills, both verbal and written. 
• Familiarity with CRMs, ticketing systems, and customer support a plus
• Experience in healthcare quality measures and health plan compliance data to drive client reporting deliverables with little supervision
• Accepts responsibility, is self-motivated and accountable for achieving client implementations including adoption, configuration and deployment 
• Results-oriented, excellent ability to utilize and manage customer and internal resources to achieve goals.
• Strong interpersonal abilities to facilitate extensive interactions across the organization and with multiple stakeholders.
• Strong organization skills to drive multiple, simultaneous implementations with a high-level of attention to detail.
• Ability to work independently and unsupervised with sharp critical thinking and problem-solving skills.

About you

• Aligned with SimpliFed’s mission.
• A systems thinker - we live in a connected healthcare ecosystem connected to technology, policies, organizations and so much more
• A posture towards execution - a true operator willing to both develop the strategy and execute it.
• A professional who also prioritizes their own personal needs to excel and thrive.
• Ability to work remotely and communicate asynchronously via slack and email, along with thriving in virtual meetings. 
• Does not suffer in silence: willingness to give it a shot but then reach out for help as needed and not waiting too long.
• Leans into items they are uncomfortable with, not avoid it. 
• Defers to safe and secure security protocols always to protect SimpliFed’s customers.
• High personal integrity to always do the right thing for the families that we are honored to serve.
• Respect and high tolerance for bureaucracy, along with an optimistic perspective on how to operate within the bureaucratic “rules” and the healthcare regulatory environment 
• Ability to work in a fast paced, team environment.