Location: Boston, Hybrid
Job Summary:
The Manager, Implementation is a people manager and technical leader responsible for overseeing and supporting CTC's team of implementation analysts across all implementing applications. Drawing on firsthand experience as an application analyst and multiple successful Epic implementations, this role provides mentorship, day-to-day guidance, and escalation support to ensure analysts are equipped to deliver high-quality builds across concurrent projects and workstreams. The Implementation Manager serves as a bridge between the analyst team and CTC project leadership, ensuring clear communication, consistent delivery, and a strong team culture. This role reports directly to the Director of Implementations and requires travel to support implementation kickoffs and go-lives.
Responsibilities:
People Management & Team Leadership
- Directly managing and supporting a team of Application Analysts across multiple simultaneous Epic implementations and applications
- Setting clear expectations for analysts at each phase of the implementation, including defining deliverables, timelines, and quality standards
- Motivating, coaching, and showing appreciation for team members to foster a high-performing and engaged team culture
- Appropriately matching team member skills and strengths to project responsibilities and workstreams
- Conducting regular one-on-ones and team check-ins to discuss deliverable status, shared issues, end-user concerns, and upcoming milestones
- Identifying and supporting analyst development needs, providing guidance on lessons learned and key success factors
Technical Guidance & Build Support
- Providing hands-on guidance to analysts on Epic application build, workflow design, and system testing based on direct prior implementation experience
- Serving as an escalation point for build issues, technical questions, and complex workflow challenges that analysts encounter during implementations
- Guiding workflow design, build, and testing activities, and helping analysts analyze and resolve technical issues
- Supporting analysts in owning integrated efforts that span multiple applications (e.g., Facility Structure, Data Conversion, Cutover, etc.)
- Leveraging deep Epic expertise to provide real-time guidance and quality oversight across workstreams
Project Support & Cross-functional Coordination
- Supporting the Director of Implementations in coordinating analyst activities across multiple projects and workstreams
- Participating in weekly project team meetings and stakeholder meetings with health center leadership as needed
- Reviewing project and issue status on an ongoing basis and escalating to CTC leadership as appropriate
- Reinforcing the importance of projects with health centers, CTC leadership, and the analyst team through consistent, clear communication
- Required to work directly with health centers to manage expectations and deliverables
- Maintaining a working understanding of health center operational needs to help analysts align build and workflow decisions with real-world use cases
- Assisting as a support contact for health centers when analyst-level escalation requires manager involvement
Travel
- Traveling as needed to support implementation kickoffs and go-lives at health center sites
- Travel as needed for C3 and CTC management required meetings
Required Skills:
- Must be able to remain in a stationary position 50-75% of the time
- Demonstrating flexibility with respect to changing end-user business needs
- The ability and willingness to see things in an open-minded way and examine an idea or concept from as many angles as possible
- The ability and willingness to take ownership of work activities and ensure that they are completed in an accurate, efficient, and timely manner
- The ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others
- The ability to communicate information clearly and concisely with project leadership and subject matter experts
- The ability and willingness to learn new software and systems
- Listening attentively to ensure that the intended message has been accurately received, holding responses until the person has finished making his/her point, and repeating information to ensure accuracy
- Seeking, logically examining, and interpreting information from different sources to determine a problem's cause and developing a course of action to resolve the problem and to prevent its recurrence
- The ability to gain trust and establish effective relationships with Epic counterparts
- The ability to persevere in difficult situations, overcome obstacles, and reach high
Desired Other Skills:
- Familiarity with the MassHealth ACO program
- Familiarity with Federally Qualified Health Centers
- Experience with anti-racism activities, and/or lived experience with racism is highly preferred
Qualifications
:- Bachelor's Degree
- 5-10 years of Epic experience overall, with a strong foundation in application analyst work
- Minimum of 2-3 full Epic implementations completed, with experience across multiple phases (build, testing, go-live, optimization)
- Prior management experience or demonstrated management qualities, including the ability to lead, develop, and motivate a team
- Epic certification(s) in one or more application modules required; multiple certifications strongly preferred
