Implementation Associate

Medically Home (“MH”) is a fast-growing, technology-enabled company that was founded to make a major, positive difference in the way medical care is delivered. MH is leading this shift by providing the clinical intellectual property, technology platform, and coordination of acute rapid-response services that allow medical providers to safely shift advanced medical care from hospitals to patients’ homes. Through enabling its customer partners to create superior experiences and outcomes for patients, their families, and healthcare stakeholders, Medically Home is leading the charge in the innovation of healthcare delivery.

Job Description:
 

Medically Home is growing its customer teams focused on deploying the Virtual Hospital model through large-scale implementations followed by multi-year software and service contracts at health systems across the US.  As the company establishes partnerships with providers on a national scale, Medically Home is seeking an Implementation Associate to provide go-live support for multiple implementations of the operational components of the Medically Home Virtual Hospital Model. Implementation projects involve partnering with customers from design and planning through go-live and stabilization of the Medically Home model and software platform.  Implementation focus includes standing up virtual command center operations, establishing rapid response in-home service capabilities, configuring MH workflows, policies, and procedures to the customer setting, supporting MH software set-up, and facilitating training plans. The implementation associate will be eager, flexible, committed and customer focused. Must be willing to do some traveling to client’s sites. They will ensure that new processes and software are implemented effectively, test the workflows and systems to ensure they meet customer needs, and support training.

Reports to: Implementation Manager

Location: Bay Area, CA
Travel: 25%

Key Duties and Responsibilities:

The successful candidate will be a flexible team player, who can provide structure and organization while allowing for the unique needs of each implementation.  This includes:

• Lead 1-2 workstreams per customer implementation.
• Create and maintain a project timeline and plan.
• Execute project plan segments, including design of workflows, sourcing of rapid response partners, training of clients and partners, and go-live support.
• With a firm understanding of the MH model, be able to present analysis and recommendations to internal teams and client.
• Proactively identify issues; troubleshoot and facilitate issue resolution.
• Manage upward by communicating progress and challenges, requesting guidance when needed, presenting potential solutions, and identifying next steps.
• Communicate effectively with different levels of internal and customer stakeholders regarding information needs.  The associate will be responsible for leading broad work groups of customer stakeholders (clinical, operational, and technology) to inform the overall project key milestones.
• Lead trainings and workgroups for customer stakeholders and rapid response partners. Discuss and provide workflow solutions and ensure understanding of the virtual hospital workstreams through hands-on training.

Required Experience and Qualifications:

• Bachelor’s Degree
• 25% Travel (generally Monday – Thursday with the ability to fluctuate based on customer need and implementation cycle)
• 2 years' experience with integrating and interfacing major healthcare systems and services, including analysis, and gathering of customer requirements, product and training
• Must be comfortable working in a fast-paced environment with multiple competing priorities
• Strong written and verbal communication skills
• Good organization skills and ability to multitask
• Good problem solving and analytical skills
• Exceptional Customer Service skills
• Outstanding communication skills: meaning you understand the significance and appropriate use of tone and mediums based on circumstance and audience
• Advanced Excel (VLOOKUP, pivot tables, formulas), Visio (or other workflow tool) and PowerPoint skills required