About Us:
iCareManager (iCM) is a leading provider of Electronic Health Record (EHR) solution for Human Services, specializing in support for IDD (Intellectual and Developmental Disabilities) and long-term care providers. Our mission is to transform healthcare and service delivery through innovative, user-friendly technology designed to meet the unique needs of our providers. We are dedicated to delivering high-quality solutions that empower organizations, enhance outcomes, and address the ever-evolving challenges of the healthcare and human services sectors.
Job Summary:
The Director of System Implementations leads a team of Implementation Managers, ensuring the successful onboarding and ongoing support of iCareManagers clients. This role involves oversight of the entire implementation lifecycle, process optimization, cross-departmental collaboration, and driving customer satisfaction. The Director will also be a key figure in aligning client needs with company goals, ensuring a seamless experience for clients transitioning to or expanding their use of iCareManagers solutions.
Key Responsibilities
Team Leadership and Oversight
- Manage, mentor, and develop a team of Implementation Specialists to deliver exceptional client onboarding and system implementation services.
- Foster a collaborative environment, encouraging innovation and problem-solving within the team.
- Monitor and report on team performance metrics to ensure alignment with company objectives.
- Establish and maintain a culture of client-first service, ensuring empathy and professionalism in all client interactions.
Implementation Management
- Oversee all client implementations, ensuring projects are completed on time, within budget, and meet quality standards.
- Utilize tools such as Asana and Jira to manage project plans, monitor progress, and address roadblocks.
- Troubleshoot escalated technical and implementation challenges, providing guidance to team members as needed.
- Review and approve project deliverables, including mockups, feature requirements, and configurations.
Customer Engagement and Satisfaction
- Act as the primary escalation point for client concerns during implementation, working proactively to resolve issues.
- Engage with clients to understand their needs, gather feedback, and incorporate it into system improvements.
- Promote user engagement through webinars, user community initiatives, and training programs.
Process and Product Improvement
- Identify opportunities to optimize implementation processes and improve the client experience.
- Collaborate with the Product and Development teams to recommend and test product customizations and enhancements.
- Ensure the Implementation team stays current on all DDA/IDD/ALF requirements and regulatory changes.
Cross-Departmental Collaboration
- Work closely with the Sales, Product, and Customer Success teams to align implementation activities with overall company goals.
- Support Sales during the pre-sales process, including attending demos and trade shows.
- Provide feedback to the Product team based on implementation insights to guide future product development.
Client Onboarding and Training
- Support the team in configuring software to meet client business needs and training end-users on system functionality.
- Oversee the creation of help documentation, training videos, and other resources to improve client onboarding and support.
- Ensure all client requirements are accurately documented, tracked, and delivered.
Skills and Competencies
Leadership and Team Management
- Proven experience leading high-performing teams and fostering professional growth.
- Ability to inspire confidence and build trust with clients and team members alike.
Project Management Expertise
- Strong knowledge of project management methodologies (e.g., Agile, Waterfall) and tools such as Asana and Jira.
- Track record of successfully managing complex projects with multiple stakeholders.
Technical and Analytical Skills
- Excellent problem-solving skills, with the ability to analyze and address complex technical challenges.
- Familiarity with EHR systems and a strong understanding of healthcare workflows and regulatory requirements.
Customer-Centric Approach
- Exceptional communication skills, both verbal and written, to manage client relationships and resolve issues effectively.
- Commitment to delivering a high-quality experience for clients, anticipating their needs, and exceeding expectations.
Innovation and Continuous Improvement
- Ability to identify themes, propose solutions, and execute improvements in processes and technology.
- A passion for staying informed about industry trends and regulatory updates.
Experience and Qualifications
- Industry Experience: Minimum of 4 years of experience in healthcare-related organizations, with a strong focus on project management and system implementations.
- Management and Leadership Experience: At least 4 years of management, leadership, or supervisory experience, with a proven ability to lead and develop teams.
- Education: Bachelors degree in Business, Healthcare Administration, or a related field is required. PMP certification is a plus, and a Masters degree is preferred.
- Technical Proficiency: Proven experience in software configuration, system integration, and testing.
- Remote Work Capability: Demonstrated ability to work independently while effectively managing a distributed team in a remote environment.
Additional Duties
- Represent iCareManager at trade shows and conferences through presentations and networking.
- Collaborate with Sales and Marketing to identify and pursue new business opportunities.
Benefits
- 401(k) Retirement Plan
- Medical Insurance
- Paid Vacation and PTO
- Opportunities for Professional Development and Career Growth
- Performance-Based Bonus Opportunities
Job Type: Full-time
At iCareManager, we strive to build an inclusive environment where all team members can thrive. Join us in delivering innovative solutions that transform the healthcare industry.