Manager, Professional Services (Clinical Implementation & Regulatory/MIPS)Location: Remote (designated states)
Department: Professional Services
Role Model: Operational Player-Coach (50/50 Split between Clinical Implementation Management and Regulatory/MIPS Expertise)
The
Manager, Professional Services (Clinical Implementation & Regulatory/MIPS) operates as an operational player-coach. This role provides day-to-day managerial leadership to an aligned clinical implementation team while acting as the centralized subject matter expert for clinical regulatory compliance (MIPS) and quality reporting. The Manager balances team capacity, coaching, and product launch readiness (Beta to General Availability) with driving client governance strategies and overseeing complex compliance implementations.
Duties and ResponsibilitiesPeople Management & Clinical Team Leadership (50%)- Team Leadership & Mentorship: Provide day-to-day managerial leadership for direct reports, including 1:1 meetings, career pathing, development opportunities, and performance management
- Consultative Coaching & Upskilling: Actively teach, coach, and upskill consultants on advanced consultative techniques, empowering them to navigate difficult client conversations regarding software updates, clinical workflows, and industry mandates
- Capacity & Operational Planning: Oversee project assignments, monitor active backlogs, track team capacity, and maintain target utilization rates to ensure balanced workloads
- Product Launch & Readiness: Partner closely with Product Management during Closed and Open Beta phases to evaluate feature readiness, align deployment timelines, and author internal consulting playbooks from Beta to GA
- Continuous Improvement & AI Optimization: Establish post-implementation reviews to systematically eliminate delivery friction points, reduce Time-to-Value (TTV), and integrate modern AI tools to automate administrative tasks and scale consultancy output
- Personal Portfolio: Maintain player-coach capacity by directly managing a selective personal portfolio of 1-2 strategic or early-adopter implementations
Regulatory & MIPS Strategy Leadership (50%)- Regulatory Authority & Governance: Act as the team-wide authority on healthcare quality reporting programs (MIPS, Meaningful Use, private payer initiatives), driving client governance strategies and compliance attestation natively within software workflows
- Enablement & Framework Development: Develop comprehensive internal training frameworks, documentation, and playbooks so the entire implementation team can independently consult on and deploy regulatory workflows
- Cross-Functional Collaboration: Serve as the main bridge between Professional Services and Product Management to continually evaluate regulatory enhancements and ensure software compliance standards
- Client & Escalation Lead: Serve as the primary escalation point for complex client regulatory issues, compliance audits, and high-stakes implementation commitments
- Quality Assurance: Oversee testing, training, and QA activities across implementations to guarantee alignment with clinical/regulatory benchmarks while maintaining an onboarding CSAT score of 95%+
Position Proficiencies and Requirements- Education: Bachelor's degree in Healthcare Administration, Business Administration, Information Systems, or equivalent experience. An active or past clinical degree (PT/OT/SLT) is a strong plus
- Leadership Experience: Minimum of 2 years of formal people management or team lead experience with a proven track record of developing team culture, managing utilization, and coaching direct reports
- Implementation & Project Experience: 3 to 5 years of experience managing complex projects or implementation teams, ideally within an ambulatory EMR/EHR space
- Regulatory Expertise: Minimum of 2 years of hands-on operational or consultative experience managing healthcare quality reporting programs (including MIPS) and translating regulatory mandates into software workflows
- Operational Skills: Demonstrated understanding of capacity management, resource allocation, and tracking Professional Services KPIs (utilization, TTV, CSAT). Proven experience building playbooks for software release lifecycles (Beta to GA)
- Technology & AI Agility: Strong knowledge of medical billing, scheduling, and clinical documentation software Demonstrated capability in adopting AI tools and digital workflow software to streamline daily consulting routines
Competencies to Drive Success- Continuous Improvement Mindset: Relentlessly evaluates broken delivery models, conducts post-mortems, and iterates on deployment playbooks
- Regulatory Consultation Command: Instills team-wide mastery of compliance benchmarks and leads clients through technical/regulatory processes with authority
- Operational Readiness & Launch Management: Accurately forecasts capacity, coordinates cross-functional readiness, and prepares teams for major product launches
- Consultative Teaching & Mentorship: Inspires team members through hands-on coaching and effective dissemination of specialized compliance skills
- Context-Switching Agility: Seamlessly transitions between direct-report coaching, product meetings, regulatory strategy, and client escalations
