[Hiring] Associate Director Implementations - Product SME – Patient Engagement & Scheduling Optimization @IKS Health Career

Role Description

The Product SME is a senior techno-functional leader responsible for bringing deep healthcare operational expertise and product knowledge into the implementation lifecycle. This role ensures that product deployment decisions are grounded in sound workflow design, domain best practices, and a clear understanding of stakeholder business objectives, enabling successful adoption and measurable performance improvement across the revenue cycle.

In partnership with the US-based Implementation Lead, the Product SME will provide functional leadership across discovery, solution design, validation, and adoption activities, helping translate stakeholder needs into scalable product usage models and implementation decisions. This individual will operate as a trusted internal consultant and stakeholder-facing advisor, working cross-functionally with implementation, product, operations, and technical teams to deliver high-quality outcomes in a structured pod-based model.

Core Responsibilities

• Stakeholder Process Assessment & Workflow Mapping: Lead assessment of current-state stakeholder workflows, operating models, and pain points to identify functional gaps and define how business processes should translate into the product environment.
• Solution Design & Functional Advisory: Provide senior-level advisory support on solution design, product usage strategy, and workflow optimization to ensure the implementation approach is scalable, practical, and aligned to desired outcomes.
• Requirements Translation & Design Validation: Convert stakeholder business objectives into well-defined functional requirements and validate implementation outputs to ensure consistency with approved design and product best practices.
• Product Expertise & Functional Enablement: Act as a senior product authority on capabilities, integrations, roadmap, and constraints, while enabling internal teams through training, consultation, and escalation support.
• Customer Guidance & Adoption Support: Advise stakeholders on future-state processes, operational change impacts, and adoption priorities to support effective transition and sustained value realization.
• Cross-Functional Collaboration & Alignment: Work hand in hand with the US-based Implementation Lead and partner across Product, Implementation, and stakeholder teams to drive aligned decisions, resolve ambiguity, and strengthen execution quality.
• Quality Assurance & Functional Readiness: Oversee functional validation activities, including test scenario review, UAT support, and product readiness confirmation ahead of go-live.

Key Deliverables

• Current-State Assessment: Document existing workflows, gaps, and requirements.
• Future-State Design: Define the target workflow and product usage model.
• Feasibility Analysis: Validate workflows alignment to product capabilities.
• Design Validation: Confirm configuration aligns to approved solution design.
• Product Enablement: Provide product guidance, training, and internal support.
• Stakeholder Adoption Support: Prepare stakeholders for future-state workflow adoption.
• Testing & Readiness: Validate use cases and support go-live readiness.
• Feedback & Optimization: Capture product gaps and improvement opportunities.

Success Metrics

• Product-Fit Accuracy: Accuracy of workflow and product-fit assessments during solution design and planning.
• Early Alignment Effectiveness: Reduction in rework, redesign, or configuration changes due to strong upstream functional alignment.
• Delivery Quality: Number and severity of functional defects or design-related issues identified during testing and post-go-live.
• Stakeholder Satisfaction: Stakeholder satisfaction with solution design, workflow guidance, and transition support.
• Product Adoption: Adoption rate and depth of feature utilization following go-live.
• Optimization Impact: Number of improvement, enhancement, or workflow optimization opportunities identified during implementation.

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, Engineering, or a related field required.
• Master’s degree in Business Administration, Healthcare Administration, or a related field and/or advanced program leadership certification (PMP, PgMP, Lean, Six Sigma, or similar) preferred.

Requirements

• 10+ years of experience in healthcare operations, healthcare technology, product implementation, or consulting with a focus on workflow design, solutioning, and functional delivery, such as patient access, referral management, scheduling, patient engagement, authorization, coding, claims, denials, or analytics workflows across platforms such as Epic, Oracle Health/Cerner, athenahealth, Meditech, NextGen, eClinicalWorks, Waystar, Availity, Change Healthcare, or Experian Health.
• 10+ years of techno-functional experience translating business needs into product-aligned workflows, requirements, and implementation decisions in complex healthcare settings, including experience with EHR, RCM, practice management, scheduling, CRM, patient communication, workflow automation, or analytics platforms such as Epic Cadence/MyChart, Oracle Health Scheduling, athenaOne, Salesforce Health Cloud, Phreesia, Kyruus, QGenda, Twilio, Microsoft Dynamics, Waystar, or Tableau/Power BI.
• Demonstrated experience supporting implementations or optimization initiatives across revenue cycle, access, operational, or administrative workflows.
• Strong experience with healthcare platforms or digital solutions, including solution configuration, workflow alignment, testing, and functional validation.
• Proven ability to work cross-functionally and client-facing, partnering with Implementation, Product, Operations, and US-based leadership to drive aligned, adoption-focused outcomes.

Benefits

• The base salary range for this position is $100 - $187. Pay is based on several factors, including but not limited to current market conditions, location, education, work experience, certifications, etc.
• IKS Health offers a competitive benefits package, including healthcare, 401 (k), and paid time off (all benefits are subject to eligibility requirements for full-time employees).
• IKS Health is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.