The posting
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create an end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, caregivers, home care provider agencies, and payers.
We're seeking an experienced Director, Provider Implementation to manage the implementation team and portfolio, driving operational excellence as we scale our next-gen home care provider technology. This role is a great fit for a leader who wants to make a difference for tens of thousands of caregivers and families, working alongside a passionate and focused team. You’ll work cross functionally, spanning Product, Customer Success, and more, to develop and grow a best in class Implementation function. You value a ‘startup-like’ culture on a growing team that unlocks rapid iteration cycles through a rapid but thoughtful decision-making process.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Duties
- Direct the Provider project implementation team and oversee the product line’s portfolio of Provider implementation projects ensuring that client expectations are met by effectively allocating resources, ensuring that effective project management methodologies are utilized, driving accountability for project execution, and actively reporting on risks and go-lives.
- Build a strong and cohesive team by providing leadership to direct reports through coaching, setting strategic direction and applying working knowledge of Provider products, systems, and procedures.
- Collaborate cross functionally, “joined at the hip” with adjacent functions such as Product and Customer Success to drive excellence throughout the provider implementation journey
- Develop, implement, and maintain the Provider “playbook” for home care organizations, ensuring that the company has a consistent tactical path of execution, including outline of project phases, milestones, tasks & timelines.
- Ensure that the Implementation team represents client needs to internal stakeholder organizations including Client Success, Sales, Product, Development, and Support through accurate business requirements and ongoing advocacy.
- Serve as the escalation point for customer complaints
- Stay current with industry and client trends and maintain a strong knowledge of Provider products and services.
- Contribute to the development of the department’s strategic goals and objectives as well as the overall management of the department
- Promote a culture of high performance and continuous improvement
Other Job Duties
Travel Requirements
- Travel up to 10%, including overnight travel
Required Education, Experience, Certifications and Skills
- 10+ years of “hands on” experience with software implementations, account management, client relations, or client training in SaaS companies preferred
- Strong healthcare industry knowledge, preferably in home healthcare
- 5+ years leading an implementation, account management or client training team preferred
- Bachelor’s degree
- Exceptional project management skills managing and directing multiple implementations concurrently.
- Excellent customer service skills.
- Exceptional written and oral communications skills
- Ability to interpret workflows and apply business strategies for improvement.
- Ability to analyze and communicate reporting deliverables.
- Ability to think quickly and logically to ensure solutions identified.
- Strong attention to detail and follow-through skills.
- Strong analytical and problem-solving skills.
- Strong organization and time management skills.
- Experience with Microsoft Windows operating systems
- Experience with EHR/EMR Implementation.
The base salary range for this US-based, full-time, and exempt position is $150,000-$165,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.
HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.
