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Implementation Manager

IntegraMed is a privately held, PE backed company in the midst of an exciting, high-growth transformation. Our company is currently the leading managed services provider and equity partner in the Fertility and Assisted Reproduction market. Though we established ourselves in this market several decades ago, the last four years have seen a massive re-focus and revitalization, fueled by large investments in network growth and new technologies. We continue to drive success by building a team of outstandingly skilled individuals who are not afraid to work across many different areas in order to deliver results (and be recognized and rewarded for doing so). The company is seeking people who want to join a group of high-performers in a fast-paced, high-energy, constantly evolving, and extremely fun environment where talent is appreciated and supported. Together, we regularly identify high value opportunities and repeatedly drive execution to increase bottom-line results again and again. We welcome you to be a part of this exciting endeavor!
We are seeking a Implementation Manager to be based out of our Purchase, NY office.
The Implementation Manager will work collaboratively across the enterprise to partner with fertility practices and lead the integration of IntegraMed's core products. This makes the Implementation Manager a critical part of IntegraMed's business development strategy, supporting M&A, new clinic establishment, and organic growth across the business. As a member of the team, you will be also be responsible for producing content and helping the team to overcome issues in support of our core products. You will be responsible for implementing these products and training personnel on their use. This position requires that you become a "subject matter expert" for assigned products and cross-training peers and ensure collective expertise. Most importantly, this role requires strong leadership and independent ability to overcome obstacles with a customer service mentality. You will be part of an elite team that is committed to delivering top-quality service to our network of clinics. You will also have the opportunity to build strong interpersonal relationships and have a meaningful impact on business performance.
Responsibilities include but are not limited to:
Teamwork
Liaise with practice leadership and operational teams to implement new systems, train users, and incorporate functions into the broader IntegraMed network
Utilize a process assessment to understand current workflow process in preparation for remote and onsite training with the practice
Deliver the highest quality of services to our customers through excellence in implementation, issue resolution, and training on core products
Implement and perform ongoing tracking of customer product utilization for reporting to management, highlighting areas for improvement and user non-compliance
Ensure consistent approach in all aspects of core product use to ultimately enhance the patient experience and practice performance
Foster a trusting and transparent environment in which colleagues can engage honestly and openly to ensure that the training has met the needs of the end user
Work collaboratively with the Change Management team to ensure that the needs of the end users are met for remote training, onsite training, and "Go Live" support
Create review utilization reports to understand adoption and compliance of core products
Work collaboratively with the team and develop a reporting process to assess if change is required in the training approach in order to optimize internal processes
Collaboration
Foster strong relationships between functional leads identified by the customer and functional leads on the implementation team
Drive continual process improvement as it relates to future core product implementations
Build relationships in the field by collaborating with our colleagues and aligning with key stakeholders.
Communication
Develop and maintain a positive working relationship with the customer
Demonstrate effective interpersonal problem solving, as well as written/verbal communication skills
Manage in a complex working environment involving several parties with each one's accompanying policy and regulatory requirements
Utilize Work front software application as a mechanism to communicate globally to the team(s) at the home office
Skills/Requirements Education and Experience:
Bachelor's Degree €“ scientific or technical majors preferred
Experience in product implementation and project management required
Experience in a technical/scientific field; medical/laboratory equipment experience preferred
Position Requirements:
Ability to work independently, effectively, both remotely and on-site is critical
Time management is a requirement in meeting project deadlines
Understand the principles of continuous Quality Improvement as it relates to integrity of the data
Skills to promote a harmonious working environment
Ability to work collaboratively with cross-functional teams to achieve a successful implementation of core products
Key Attributes:
Work in a fast paced environment to with the ability to multi-task with a cross-functional team
Establish a rapport across the enterprise, including but not limited to, internal and regional resources
Know the audience that you will be training in order to deliver the material in a powerful way they will understand and can relate to easily
Work with Change Management to ensure material needs to be delivered in an orderly fashion
Ability to anticipate questions and think outside the box as these important attributes of a successful trainer
Be observant of the policy for travel, and make airplane reservations two weeks ahead of a scheduled trip, understanding that at times there will be exceptions. Choice hotels identified by practices, are the hotels the team will stay at when traveling to the practices, understanding that at times there will be exceptions.
Answer all questions honestly, and if you do not know the answer to a question, admit it.
When training you must, keep topics on track deviating very little from the scope of what you are presenting.
Passionate concern for our Purpose, Vision and Values
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