Implementation Manager

1 week ago

Portland, Oregon, United States Cerbo Full time

The Company
Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day. Cerbo originally started as a developer's nights-and-weekends project. And has grown into one of the leading EHR systems for functional or "root cause" medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It is more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we are looking for an Implementation Manager to join our growing team.

What You'll Do
Our software platform does many different things: accounting and billing; capturing, storing, and tracking medical information; integrating with laboratories; allowing co-management of records with patients via the Patient Portal; appointment scheduling and task management.

We are looking for an Implementation Manager to manage the initial onboarding process for new clients, serving as the primary point of contact and onboarding subject matter expert addressing concerns and issues both internally and externally. The primary responsibility will be working with clients to get them onboarded to our software quickly and efficiently. With the guidance of our Implementation Lead, you will manage multiple projects by following implementation protocols to track status and outstanding to-do items and requests, answer questions, and provide training, materials or information needed to help the customer be successful.

The position requires excellent interpersonal and communication skills, a high degree of comfort/aptitude with technology, and the ability to quickly gain proficiency on a complicated system. Those with prior work experience in a healthcare setting/software or an EHR are highly encouraged to apply.


Primary Responsibilities

  • Actively contribute to all onboarding and training projects to support the customer journey, and product adoption
  • Work closely cross-functionally to resolve technical or process-related questions
  • Proactively identify customer needs, challenges and manage expectations
  • Complete assigned project responsibilities which include but are not limited to: account activations, setting up eFax/ePrescribing, setting up all technical integrations requested by the customer and account deactivations
  • Document progress and updates; communicate whether your activities are on track/off track with the relevant stakeholders
  • Develop and maintain technical expertise in assigned areas of the product functionality and utilize that expertise effectively and efficiently to help customers
  • Collaborating with Technical Support when indicated to problem solve for customers
  • Work closely with the Customer Success Team for turnovers (when applicable) and collaborate on ways to improve the implementation process by identifying persistent issues or gaps

What You'll Bring

  • Solution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces with minimal guidance
  • Proven ability to thrive in a constantly changing environment with new challenges
  • Be comfortable with ambiguity; startup/growth environment experience preferred
  • Ability to understand, synthesize, and translate between complex business problems and technical concepts
  • Project management skills
  • Exceptional written and oral communication skills that display professionalism and build strong relationships with our customers
  • Detail-oriented and adopt a process-oriented mindset
  • Bachelor's degree preferred
  • At least 2 years of experience in project management or onboarding, preferably in a healthcare setting/EHR or technical software setting

Compensation & Benefits

  • Competitive compensation based on experience
  • Health, dental and vision benefits
  • 401(k) with matching company contribution
  • Short-term disability & long-term disability insurance
  • Paid Time Off policy
  • Full suite of remote working tools and processes

Location: 100% Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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