OverviewThe
Implementation Lead is responsible for leading the successful execution of new client and product implementations, ensuring solutions are delivered on time, within scope, and with full operational readiness.
This role serves as the primary implementation lead across internal teams and external clients, driving execution from initiation through go-live and post-launch support. The Implementation Specialist operationalizes defined requirements into execution plans and ensures alignment across all stakeholders.
This role partners closely with Technical Business Analysts, IT, Operations, Product, and Client Success to ensure seamless delivery in a regulated healthcare environment.
The successful candidate will report directly to the SVP, Enterprise Implementation. While the position offers location flexibility, occasional travel will be required as needed.
Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming , Illinois; residents are not eligible.ResponsibilitiesImplementation Planning & Delivery- Develop and manage end-to-end implementation plans aligned with contractual agreements and operational capabilities
- Define scope, milestones, timelines, dependencies, and success criteria
- Operationalize defined requirements into execution plans
- Prepare Statements of Work (SOWs) and detailed delivery timelines
Cross-Functional & Client Coordination - Serve as the primary point of contact throughout the implementation lifecycle
- Lead client and internal kickoff meetings to establish expectations and milestones
- Coordinate execution across clients, technical teams, and internal stakeholders, including facilitating regular project meetings to track progress, deliverables, and risks
Risk, Dependency & Issue Management - Identify, track, and proactively mitigate implementation risks and dependencies
- Monitor project progress and surface issues early with recommended solutions
- Escalate risks and concerns appropriately to leadership
Readiness, Go-Live & Post-Launch Support - Establish and validate readiness across product, technical, operational, and client dimensions
- Lead go-live planning, execution, and decision-making
- Coordinate post-implementation hypercare support and issue resolution
Client Enablement & Communication - Conduct product demonstrations and implementation-related training
- Recommend best practices aligned with CCS services and industry standards
- Maintain proactive, clear, and solutions-focused client communication
- Gather and document client feedback for continuous improvement
Compliance & Quality - Ensure adherence to Medicare, Medicaid, HIPAA, and private insurance requirements
- Maintains a high degree of confidentiality at all times due to access to sensitive information.
- Participate in Continuous Quality Improvement (CQI) initiatives
- Document implementation outcomes and improvement opportunities
- Abides by all regulations, policies, procedures, and standards
Desired Outcomes- On-Time, On-Scope Delivery: Implementations consistently delivered according to agreed timelines, scope, and success criteria
- Operational Readiness at Go-Live: Solutions launch with minimal disruption and are fully executable by operations teams
- Reduced Post-Launch Issues: Decrease in defects, escalations, and rework during hypercare and post-go-live phases
- Stakeholder Alignment: Strong alignment across internal teams and clients, with minimal confusion on roles, scope, or deliverables
- Effective Risk Management: Risks and dependencies are proactively identified, communicated, and mitigated
- Client Satisfaction & Experience: Positive client feedback on implementation process, communication, and overall experience
- Scalability & Process Improvement: Contributions to improving implementation frameworks, tools, and standardization for future growth
Performance Expectations - Accountable for end-to-end implementation delivery, including timelines, stakeholder coordination, and successful go-live execution
- Owns execution and client experience throughout the implementation lifecycle
- Ensures alignment between defined requirements and operational execution
- Proactively identifies and escalates risks, issues, and dependencies
QualificationsEducation & Experience - High school diploma or general education degree (GED) required; bachelor's degree preferred
- 3-5 years of experience in implementation, project/program management, or delivery roles
- Experience working in healthcare or regulated environments preferred
- PM Certification is required
Skills & Abilities - Strong organizational, analytical, and problem-solving skills
- Excellent verbal and written communication abilities
- Ability to manage multiple implementations and competing priorities independently
- High attention to detail with strong documentation skills
- Advanced Microsoft 365 skills, particularly Excel and Planner
- Highly proficient in designing data-driven, executive-ready presentations
- Technical aptitude with system configuration, data uploads, or integrations.
- Experience supporting client training or change management.
ValuesOur ValuesCertainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day. - Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.
Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. - Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat others the way you want to be treated.
Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do.- Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.
What We Offer- Competitive Salary
- Bonus/Incentive Opportunities/commission: (if applicable)
- Comprehensive Benefits:
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off (vacation and holidays)
- Growth & Development:
- Ongoing training and professional development
- Work-Life Balance:
- Remote or hybrid work options (if applicable)
- Wellness programs and mental health support
