PatientPing: Implementation Lead

Implementation Lead

Boston, MA


PatientPing is a venture-backed health technology company based in Boston, MA that is transforming healthcare delivery. We are building a national network that connects providers with real-time notifications when their patients receive care anywhere, so that providers can better coordinate patient care. Our customers include hundreds of health systems, physician organizations, and post-acute care providers across the country. Our vision is bold to build a national care coordination network that allows providers to put patients at the center of their care.


Job Description

We are actively recruiting a full-time Implementation Lead based in Boston, reporting to our Operations Director. Youll lead end-to-end Launch engagements for customers across the country, paired with experienced Market Operations Managers. You will be the face of PatientPing for the duration of Launch: leading efforts post-sales, through go-live, and until adoption is hardwired and engagement goals are met.


Successfully launching customers and their users has several benefits:

Accelerates time to ROI / value realization by deploying a proven playbook

Sets up for first year engagement with the PatientPing network

Enables sustainable ongoing support

Enhances overall customer lifetime value with strong and appropriate use of our product


As the primary point of contact, the Implementation Lead will partner and communicate effectively with both PatientPings end-users (front-line healthcare staff), their team leads and our senior leadership (buyers). Applying program and change management strategies, you will track progress towards milestones, develop executive deliverables, measure impact, execute action plans for risks or issues, and facilitate a seamless post-launch handoff to the Market Operations Manager or National Accounts Manager. Your feedback will provide direct input into our Market Operations teams and Product priorities. You will be supported by the Growth, Integrations, Customer and User Success Teams. While this role is based out of the companys Boston headquarters, you will travel to deliver aspects of implementation in-person.


What Success Looks Like:

In 3 months

Execution:

Developed in-depth understanding of our platform and internal processes

Formed working relationships with internal stakeholders

Oriented to PatientPings product technology, features, and functionality

Refined our Launch playbook based on active Implementations

Understood why customers buy and how we create value

Learned your users: what roles they fill, why they engage with our product, how they learn the application, and how they use our technology.


Collaboration:

Established strong relationships with current Regional Market Management, National Accounts Management, Integrations, Customer Success, User Success, and Growth teams to ensure effective and efficient execution of implementation and hand off.

Surfaced opportunities to drive even greater efficiency for successful onboarding


In 6 months

Execution:

Developed insights for how to iterate Launch Services

Kicked off and project managed end-to-end Launch service across customer segments

Trusted as the primary relationship owner for end-users through Go-Live and adoption

Delivered key initiatives to increase engagement and mitigate risks during Launch

Identified tactics to accelerate time to adoption


Collaboration:

Partnered with Growth and regional Market Operations teams to facilitate smooth handoffs and collaboration for ongoing customer strategic priorities

Established collaborative relationships with Product team to advocate for opportunities and customer requests


In 12 months

Execution:

Optimized Launch packaging, including new offerings to address opportunities identified

Demonstrated success in engaging customers (high implementation NPS, identified upsells) and users (adoption at or above goal, provide product feedback)

Continued ownership of Launch onboarding for growing customer base and identified opportunities to support packaging for new segments


Collaboration:

Partnered with Growth and regional Market Operations teams to facilitate smooth handoffs and collaboration for ongoing customer strategic priorities

Grow and train colleagues as the Launch team grows


What You Need:

Mission-driven focus with a passion for spearheading change in complex healthcare environments, awareness of payer/provider reimbursement models, interoperability/healthcare tech trends:

Experience with relevant business models: customer-facing roles in enterprise SaaS businesses, strategic and/or organizational change management consulting experience preferred

Relevant functional experience: Complex implementation/project management; in healthcare technology or electronic health records, in the provider, plan, and/or population health space, or growth healthcare company preferred. Project Management certification a plus.

Ownership mindset: highly accountable self-starter and comfortable with rolling up your sleeves; senior executive relationship management

Excellent written and verbal communication, organization, and project management skills in a team-oriented, collaborative environment

Entrepreneurial, motivated, curious, and insightful; analyzes data to create focus and action plans and presents for a variety of audiences including executive leadership


What You Get:

Join one of the fastest growing health tech companies in the country

Have the autonomy to build something with a brilliant and enthusiastically supportive team

Learn best practices from world class investors and advisors

Become an expert on healthcare delivery system transformation

Receive cash and equity compensation with health, dental, and other benefits


PatientPing is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.

Full-time

Why We Work Here

Mandi
Office Manager

Q: How does PatientPing recognize an individual's successes?

A: At PatientPing, we encourage public praise through channels like Slack and Lattice. We also set aside time for shout-outs at our weekly all-hands meeting. At our quarterly company meetings, each department recognizes one or two employees as "Star Pingers” -- we call out the company values they embody and present them with customized pins.

Catherine
Senior People Operations Lead

Q: How have you experienced career growth?

A: I started working at PatientPing as an Office Manager/EA. Being the 6th hire at a startup means that your role knows no bounds, and I am so grateful to have had the opportunity to explore all aspects of our business from customer support to accounting. I currently support a team of over 100 employees as a Sr. People Operations Lead.

Jay
CEO

Q: How do you go about fostering creativity amongst your team?

A: Giving them freedom to fail. Creativity inherently means trying something new, which implies risk. We want people to feel free to take risks without feeling the fear of failure! That, and very powerful cold-brew coffee.

Brian
VP of Growth

Q: What does success look like on your team?

A: The people that have been successful have these attributes. 1. Grit–they never give up. 2. Adaptability–startups change at a hyper-fast pace, people that embrace change really thrive. 3. Curiosity–they’re constantly learning and improving their skills. 4. Humility–they look at how they can improve themselves and regularly talk about their mistakes.

Brenda
Lead Software Engineer

What is a day in the life of an engineer at PatientPing?

Every day can be different. You can be heads down implementing a feature, solving problems with the CI infrastructure, hashing out technical designs with fellow engineers, collaborating with product managers and UX designers on solutions for our customers, or sitting in on user research calls to learn first hand about pain points that different people in the healthcare industry face. This, sprinkled with a couple of ping pong matches if you are so inclined, makes life fun and challenging in all the best ways at PatientPing.