Senior Implementation Specialist

1 week ago

Old Toronto, Ontario, Canada PocketHealth Full time

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over a million patients — to discover a better healthcare experience.

PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we've grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 600 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we're looking for passionate individuals to help make this vision a reality for millions more patients across North America.

We are looking for an empathetic, organized and detail oriented project manager to join our passionate Customer Success team. Our dream Senior Implementation Specialist loves a dynamic mix of project management, enabling and activating champions through training and onboarding activities and driving change across established health care providers setting them up for a successful launch and beyond

Implementation Specialists are key members of our Customer Success team and are responsible for ensuring our providers receive a best-in-class onboarding experience. The Implementation Specialist is the primary point of contact, project manager and trainer during the launch and implementation of our PocketHealth products. You'll be supported by an experienced Deployments team, dedicated Customer Success Managers and Marketing function who will work closely with you to ensure a seamless launch and continued long term success

About the role:
  • This is a full-time, work-from-home position with occasional local travel to customer sites (0–4 days a month on average). Travel is primarily centered around the Southern Ontario region, but travel throughout Canada and the US may be required.
  • Partner with and launch healthcare providers with PocketHealth products. This includes providing project management, training, marketing collateral and support through the implementation and soft-launch.
  • Working primarily with our biggest and most complex sites, setup providers for long term success by facilitating a seamless transition to new operational workflows through in depth training and custom change management practices.
  • Lead and coordinate activity between the provider and PocketHealth Teams during implementation, including Sales, Technical Services, Marketing, Product and Patient Experience.
  • Train physicians, providers and clerical staff on PocketHealth's processes and technologies, both in person and virtually.
  • Work with various stakeholders at the provider site from implementation planning to go-live, ensuring expectations are set appropriately and that providers have a great experience.
  • Create and receive customer buy-in for implementation schedules with clear, key milestones, execute on these deliverables and maintain transparent communication of the implementation's progress internally and externally.
  • Own and manage multiple implementations at once, averaging 5-7 ongoing projects at a time.
  • Establish aggressive timelines and develop creative solutions when confronted with critical project risks and deadlines.
  • Willingness and ability for overnight travel to customers in new markets as PocketHealth expands.
We are seeking a candidate with a demonstrated passion for helping others and who is excited by the potential for technology to create change in our healthcare system. We have high expectations of the successful candidate, and expect them to demonstrate the following key requirements:
  • 3-5 years of relevant experience with project management and/or Customer Success experience, preferably in SaaS.
  • 3-5 years of managing enterprise level projects, coordinating complex timelines across multiple internal and external stakeholders.
  • You can effectively manage complex projects, cultivating relationships with a variety of stakeholders based on trust.
  • You can get around: The best way to onboard our customers is often in-person. So, ideally you have a driver's license, access to a vehicle, a passport and a passion for in-person interaction.
  • You have exceptional communication skills whether it's written, in person or over the phone.
  • You have superior organizational skills; integrity and great follow-through on tasks, even when multitasking. You don't get overwhelmed easily.
  • You thrive in ambiguous environments and love to iterate. You can be flexible when needed while still hitting all major deadlines and milestones.
  • You learn from your mistakes and have an "always better" attitude: always looking for opportunities to improve and adapt to our evolving customer base.
  • You have a high emotional quotient. You set expectations with a high level of empathy and caring.
  • You have experience working cross-functionally with Sales, Marketing, Technical and Product teams.
  • You know what needs to get done, and you know how to break it down and deliver. From start to finish, you pride yourself on seeing it through and executing with excellence.
Nice to haves:
  • PMP or other Project Management coursework.
  • Understanding of healthcare interoperability standards, PACS systems, and network components.
  • Experience using Looker to analyze and present performance metrics/data to key stakeholders.
You can do amazing things at PocketHealth. You can positively impact the healthcare journey for millions of people, while building your career and developing your skills. It doesn't have to be one or the other. It has been a part of our mission since our founding to empower patients & make healthcare accessible to all, and we know this can only be achieved with a team of diverse perspectives that is representative of the Patient & Provider communities we serve.

PocketPHolk love working here for these reasons and more; working remotely, our competitive salaries and benefits (stock options too), four weeks of paid time off, unlimited wellness days, extended mental health coverage and beyond - it's important to us that our PocketPHolk are taken care of in the same way we take care of our Patients & Providers.

If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to . Applications are accepted via posting only.

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