Implementation Manager

Job Description

Company Description

Amwell digitally empowers payers, providers and innovators, enabling an ecosystem of care that spans across in-person, virtual and automated care.

Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care.

Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.

With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nation’s largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.

For more information, please visit Amwell.com.

Brief Overview:

We are looking for highly motivated, intellectually curious and collaborative self-starters who are comfortable with ambiguity and adaptable to change.

The Implementation Manager will play a critical role on the Professional Services team responsible for project oversight and the execution of telehealth SaaS implementation projects, guiding the successful execution of enterprise deployments. In a client facing role, this individual will lead Amwell customers through the technical, organizational, and workflow elements required for the successful deployment of their hybrid care programs.

People are our most important asset and the number one reason we all love working on the Professional Services Team at Amwell. This is a group of creative problem solvers who embody our culture and values on a daily basis: Customer First, One Team and Deliver Awesome. Professional Services is a nimble team responsible for delivering quality implementations to our customers across Amwell’s portfolio of products and services. We serve as product experts, consultants, and strategic thought partners to provide guidance on workflow design for our customers to successfully launch programs and services.

Telehealth is an exciting and evolving technology that is positively disrupting the healthcare ecosystem. If you are passionate about healthcare, and would thrive in a collaborative, self-starter environment, and possess a curious and client-focused mindset, look no further, Amwell is the place for you.

Core Responsibilities:

• Independently manage implementations of varying levels of complexity from kickoff through launch, with limited management oversight.
• Collaborate effectively with cross functional teams.
• Conduct detailed client workflow discussions, with an accurate understanding of product capabilities and constraints
• Accurately communicate project milestones and associated requirements
• Identify and escalate potential implementation risks, as well as manage both client and internal communication and exception processes associated with mitigating those risks properly and proactively
• Partners with the Customer Success and Sales teams to support client account growth and drive ongoing project activities in support of the client’s strategic objectives

Qualifications:

• Bachelor’s degree in related field
• 5+ years of overall experience in technology or healthcare-related implementation or consulting
• Extensive program, project and process management experience
• Track record of strong customer focus and uncompromising integrity
• Proven ability to think outside the box, optimize processes and lead change
• High energy level, enthusiastic, and eager to do what is necessary to be successful
• Ability to formulate and express ideas clearly and effectively in verbal and written presentations
• Experience leading multiple cross-functional operational and technical projects of different sizes and complexities
• Comfort responding to changes in project scope & schedule, re-prioritizing work to accommodate multiple competing priorities, and mitigating project risk
• Fluency with Microsoft Office, including Excel, Word, PowerPoint
• Visio, Miro, Monday.com and/or project experience preferred
• Ability to travel approximately 15% annually

Other successful team members have background in one or more of the following areas:

• SaaS software implementation experience
• Healthcare technology, healthcare operations, health benefits, health and wellness, health plans or health systems
• Deploying telemedicine programs, EMR, EHR, HIE, or other health technology systems
• JIRA proficiency or experience with similar project management or CRM software

Additional information

Job Level: P3

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars – our Workplace, our Workforce and our Community.

Amwell is a “virtual first” workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!

The typical base salary range for this position is $77000- $106000. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

Additional Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Birthing parents at Amwell enjoy up to 18 weeks of paid maternity leave
• Non-birthing parents enjoy 10 weeks of paid leave
• US employees experiencing reproductive loss are eligible for up to 7 days of paid leave
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance