Director of Implementation

Description At Relatient we’re on a mission to make access to healthcare simpler.

We partner with leading health systems and medical practices - comprising more than 40,000 providers across the US - to optimize every step of a patient journey, from alerting patients to needed care, helping them find the right provider, scheduling appointments across multiple channels, and engaging with patients throughout their care journey via text, email, and chat. Our solutions reduce delays in care, improve communication, and enhance both the provider and consumer experience. We’ve been recognized as a Forbes Top Startup, Deloitte Fast 500, and Inc 5000, among other honors, for our rapid growth, innovative technology solutions, and energetic workplace culture.

We are currently looking for a Director of Implementation to join our team. This position can be based in the Atlanta Metro or be fully remote for the right person.

Essential Functions:

• Team Leadership and Development:
• Build and inspire a high-performing team of project managers, technical specialists, and product experts. 
• Lead the development and execution of process improvement initiatives to enhance team efficiency. 
• Provide coaching, training, and motivation to foster a collaborative and positive work environment. 
• Utilize performance metrics to manage and enhance team effectiveness. 
  
  

• Cross-Functional Collaboration: 
• Partner closely with the sales team during the pre-sales phase to gain client confidence and ensure a smooth transition from sales to implementation. 
• Work with interoperability experts, product managers, and other stakeholders to ensure successful go-lives and resolve challenges with innovative solutions; build operating cadences on a standardized and per project basis that align with project needs.
  
  

• Client Consultation and Advisory: 
• Demonstrate deep knowledge of our product suite and serve as a trusted advisor to clients, identifying opportunities to enhance patient access and overall success. 
• Deliver expert guidance to our teams and our clients on maximizing the impact of our solutions within client organizations. 
  
  

• Complex Implementation Oversight: 
• Oversee high-visibility, complex client implementations, acting as the executive escalation point for ongoing initiatives. 
• Develop and document standard operating procedures focused on quality, reliability, speed, and scalability. 
• Ensure optimal resource allocation and provide clear visibility into the implementation portfolio as defined. 
  
  

• Issue Resolution and Innovation: 
• Develop and implement creative solutions to address critical customer issues proactively. 
• Manage escalated customer experience concerns, document issues, and train team members on best practices. 
• Collaborate with development teams to resolve technical issues, identify trends, and advocate for long-term solutions and value enhancements.  
  

Education & Experience Requirements:

• Bachelor’s degree or equivalent experience in lieu of degree is required
• 10 + years of experience in management consulting, HIT implementation, or operations experience required with a proven record of success.
• 3+ years of experience managing a team is required .
• Strong technical proficiency in project management, people management, and client management, with a proven interest and ability to build a robust understanding of complex configurations and data mappings.  
  
  

Travel:

• This position may require travel up to 25% of the time.
  
  

Relatient is an equal opportunity employer.

To learn more about our organization, please visit www.relatient.com