Overview: 

The Implementation Specialist is a client facing position responsible for ensuring successful implementation and optimization of the Deacon Health care coordination model and related technology solutions.  This role assumes a leadership role in optimizing practice performance by identifying and resolving gaps in compliance or execution of the Deacon Health model.   The Implementation Specialist also supports implementation and any modification of operational workflows or resource deployment to ensure full adoption of the Deacon Health model.  The Implementation Specialist serves as an operational, optimization and workflow expert able to articulate all aspects of the Deacon Health model and technology to internal and external stakeholders.   

Primary Responsibilities and Essential Duties: 

· Conduct new/existing client full implementation project life cycle, including requirements, gathering operations workflow assessments and mapping, creation or project plans, managing resources, facilitating project execution, and closure.

· Develop, implement, and facilitate client onboarding and training sessions. Both virtual and in-person training cadences required.

· Create plans to drive, sustain, and increase the level of referrals to Deacon Health

· Provide optimization and/or operational support to existing customers in concert with the Clinical Operations, Revenue and Client Success teams addressing financial performance and compliance with the clinical model.

· Create/update client related process improvement documentation to be utilized across Deacon Health.

· Maintain and update a comprehensive client relation management list and key implementation events within the companies preferred CRM or equivalent tool. 

· Maintain project documentation including project plans, meeting minutes, action items, issues lists, and status reports

· Establish strong relations and clear lines of communication with external customers and internal teams to provide excellent customer services and deliver successful project results.

· Demonstrate deep understanding and expertise on all Deacon Health services and model in speaking and presenting to potential and existing customers,

· Partner with the Product, Operations, IT, Client Success and other Deacon Health teams to ensure service levels and excellence are achieved and maintained for clients.

· Assist leadership with establishment and maintenance or corporate project management methodology, metrics, and other department procedures.

· Other duties as assigned.

Qualifications 

· Bachelor’s degree in Business Administration, Healthcare Administration, or related field.

· Minimum five (5) years’ experience in project management or implementation, or other relevant account management experience. 

· At least three (3) years’ experience with value-cased care

Skills and Abilities: 

· Exceptional customer service attitude and focus

· Strong ability to influence and drive change

· Creative mindset 

· Ability to multi-task, prioritize tasks and quickly adjust in a rapidly changing environment

· Strong project management skills

· Strong communication skills (both verbal and written) and an ability to lead effective meetings 

· Excellent presentation skills

· Strong organizational and documentation skills

· Commitment to accuracy, reliability, attention to detail, and customer service

· Ability to work independently, organize and prioritize, work effectively, and take ownership of problem solving.

· High level of proficiency utilizing PC/Web applications, Microsoft Office tools, including Work, Excel, Project, Visio

· Professional demeanor and presence, capable of exercising sound judgement under pressure

Work Environment: 

This position operates in a professional office environment.  The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

Travel: 50% travel may be required. 

Other duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.