1+ years of leadership experience in customer support or related field
2-3 years of customer success or implementation experience
Familiarity with medical billing processes and workflows
Strong knowledge of third-party payer systems
Excellent verbal and written communication skills
Strong organizational and project management abilities
Analytical and creative problem-solving skills
Responsibilities
Oversee and mentor a team of Implementation Managers and Specialists
Provide guidance and support to team members for professional development
Manage high-profile accounts with a focus on personalized onboarding
Conduct regular team meetings to foster collaboration and address concerns
Ensure proper workload distribution and conduct performance reviews
Oversee account transitions post-handoff to ensure customer satisfaction
Collaborate with department leaders for successful customer onboarding
Troubleshoot inquiries and resolve complex issues
Benefits
Medical, dental, and vision benefits
401k retirement plan
Paid time off
Professional development support
Full Job Description
Location Miami, FL (On-site preferred; hybrid eligible within the tri-county area)
Position Summary
The Manager of Implementation plays a pivotal role in supporting the seamless onboarding of customers and the effective management of post-sale and post-enrollment activities. In this leadership position, you will lead a team of Implementation Managers and Specialists, driving performance excellence and ensuring a high-quality customer onboarding experience from start to finish. You will be responsible for optimizing workflows, standardizing best practices, and fostering a collaborative team environment to enhance efficiency and client satisfaction. This role will report directly to the Director of Implementation.
Essential Duties and Responsibilities
Oversee and mentor a team of Implementation Managers and Specialists
Provide guidance and support to team members, helping them overcome challenges and develop professionally
Manage high-profile and VIP accounts with a focus on personalized onboarding, leveraging knowledge of medical billing and third-party payer workflows to ensure a smooth and efficient implementation process
Conduct regular team meetings to discuss progress, share knowledge, address concerns, and foster a collaborative work environment
Ensure proper workload distribution and provide feedback on performance through regular performance reviews
Oversee the transition of accounts post-handoff to the Operations team, conducting thorough account reviews to ensure seamless onboarding and continued customer satisfaction
Collaborate with other department leaders to ensure alignment and successful onboarding of new customers, ensuring smooth handoffs and integrations
Work closely with the Director of Implementation to build and refine new and existing processes, ensuring they are effectively implemented within the team for continuous improvement
Troubleshoot inquiries and inefficiencies to resolve complex issues and ensure customers satisfaction
Other duties as assigned
Experience and Skills
Minimum 1 year of leadership experience, preferably in a customer support role
Minimum experience 2-3 years of customer success or customer implementation experience
Experience in or familiarity with medical billing processes and workflows, particularly as they relate to customer onboarding and implementation
Strong proficiency and knowledge of third-party payers
Excellent verbal and written communication skills
Excellent organizational and project management skills
Strong analytical and creative problem-solving skills
Able to work in a fast-paced, high-volume environment
Education and Qualifications
Bachelor's degree in Healthcare Administration, Business Administration, or Hospitality, or other related field preferred
