[Hiring] Implementation Lead @Stellar Health

About the position:

As Implementation Lead, you will be responsible for training on and implementing our Stellar platform at our company’s largest and most complex medical groups and health systems. You will ensure a smooth and successful onboarding process from the day a medical group signs up with Stellar throughout the entire implementation process. This role is responsible for driving executive level sponsorship and engagement of the Stellar program as the first step of implementation. Training Medical Groups on Stellar is centered around ensuring the practice has a clear workflow and plan for how they will use Stellar. You will focus on working with practice staff on workflow development and integration, where you will adjust your implementation plan to meet the needs of a specific practice, ensuring there is a “Stellar Workflow” and integration plan in place. From there, you will oversee a health system level implementation plan with key stakeholders across various medical offices. You will be instrumental in maximizing the value our providers and users derive from the Stellar App throughout their journey on our platform. 

This role sits on our Provider Operations team and reports into the Director of Provider Operations.  Internally, you will work closely with our Network Sales, Customer Success, Product, and Provider Success teams to deliver an exceptional training program, ensuring the successful integration and adoption of the Stellar solution.  You will have the opportunity to actively contribute to new initiatives as we pilot processes and expand the implementation function within our company. You will spend the majority of your days working directly with providers and users over training calls and coordinating all stages of implementation. If you are passionate about healthcare technology, enjoy creative problem-solving, and possess a talent for delivering exceptional client service, we encourage you to apply.  This role will give you the opportunity to work strategically and operationally with value-based care practices across the US! 

What you’ll do:

• Lead and Manage Implementations for large medical offices: Own the entire implementation process from signing to successful training and handoff, ensuring timely and effective onboarding of our product.
• Training and Education: Expand on existing curriculum to deliver comprehensive training curriculums tailored to the needs of different user groups within medical practices, including leaders, front office staff, and other key stakeholders.
• Project Management: Oversee multiple implementations concurrently, ensuring that all projects are delivered on time and meet the quality standards. 
• User (Client) Communication & Relationship Management: Serve as the primary point of contact for clients during the implementation phase, providing exceptional support and addressing any concerns or issues that arise.
• Program Development & Process Improvement: Design, build, and iterate on the implementation program for large health systems, establishing scalable processes and best practices that drive measurable improvements in implementation efficiency and medical group satisfaction. Continuously evaluate and improve existing implementation processes to enhance efficiency and client satisfaction.
• Cross-functional Collaboration: Work closely with internal teams, including Provider Success, Product, and Sales, to ensure a cohesive and aligned approach to client onboarding and success.
• Technical Support and Troubleshooting: Support medical groups with technical implementation set-up, including account creation, organizing provider rosters, setting up office-level access, and more. Assist users in troubleshooting and resolving technical issues during the implementation phase.
• Facilitate smooth hand-offs: Partner with internal teams including Network Sales and Provider Success to ensure a cohesive and aligned approach to medical group onboarding and success.

As Implementation Lead you should have:

• 4+ years of professional experience in a client-facing role, with a focus on software implementation, training, or account management within the healthcare industry, preferably working with large health systems. 
• Experience in value-based care is strongly preferred. 
• Training Expertise: Proven experience in building and delivering training programs, with the ability to iterate and improve training materials based on feedback and changing needs.
• Technical Proficiency: Strong understanding of software implementation processes and experience using technical tools to troubleshoot user issues.
• Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users and tailor communication to different audiences
• Project Management: Strong organizational and project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.
• Initiative and Problem-solving: Proactive and independent problem-solver with a track record of improving processes and driving results.
• Solutions-oriented: Focused on achieving tangible results and delivering on implementation objectives. Skilled at setting clear goals, measuring progress, and adapting strategies to ensure successful outcomes
• Outcomes Driven: A results-oriented and goal-focused mindset with a proven track record of achieving and exceeding measurable outcomes and consistently hitting key performance indicators. Driven by a passion for high-quality outcomes and motivated by achieving set targets. Takes satisfaction in meeting and exceeding goals, and is committed to continuous improvement when objectives aren't met. Focused on accomplishing company-defined business goals, as well as milestones and deadlines established with clients.
• Relationship Management:  Proven ability to build and maintain strong, productive relationships with clients and internal stakeholders at all levels. Demonstrated ability to influence and collaborate effectively with diverse stakeholders to achieve shared goals.  Experience navigating complex organizational structures and building relationships with stakeholders across multiple departments and levels of seniority.
• Customer-focused: Commitment to providing exceptional client service and a passion for improving healthcare through technology.Adaptability: Ability to thrive in a fast-paced, dynamic startup environment and handle rapid changes and ambiguity with ease
• Data Literacy: Comfort working with data sets and ability to understand, interpret, and glean insights from data.

Who will love this job:

• You excel at managing multiple tasks and meeting deadlines with strong organizational and prioritization skills.
• You are motivated by achieving set targets and delivering strong results.  
• Taking initiative comes naturally to you, driving proactive efforts that consistently achieve results. 
• Your adept communication skills allow you to effectively convey technical concepts to non-technical audiences through various mediums, from live calls to written materials. 
• You are driven by results and enjoy contributing to the achievement of team and company goals, and you are motivated by seeing the direct impact of your work on key performance metrics.
• You feel comfortable educating and training others, approaching client interactions with empathy and patience to swiftly resolve issues using critical thinking and problem-solving abilities. 
• As a recognized subject matter expert, you foster strong, cross-functional relationships. 
• Operating in a dynamic startup environment fuels your commitment to delivering exceptional customer service, particularly in healthcare technology. 
• You thrive in uncertain situations, demonstrating adaptability and finding solutions amidst ambiguity.

Pay:

The salary range for this role is $120,000 - $140,000 and will be eligible for a quarterly performance based bonus. Where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar's bands are designed to allow for individual compensation growth within the role.  As such, new hires typically start at the lower end of the range.  Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

Stellar reserves the right to change our compensation bands at any time.