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Director, Implementation

3 months ago

Phoenix, United States RareMed Solutions Full time
Job DescriptionJob Description

Purpose: 

The Director, Implementation is both an internal facing and client facing role that is responsible for leading the development, implementation, and launch of new client service programs as well as enhancements to existing programs. In this role, the Director works with clients and Patient Service Center leadership to define processes and collaborates with internal operational leads to coordinate all aspects of the implementation of programs. The Director, Implementation oversees and participates in efforts to define project requirements, lead program design and build efforts, perform feasibility and impact assessments, develop project plans and own implementation processes. The ideal candidate should have a strategic mindset, strong leadership skills, analytic acumen, extensive experience in the design of patient services programs, working with cross-functional teams, developing project plans, and implementing project initiatives. 

Responsibilities: 

  • Work with clients to define project scope and develop project plans to ensure product development and implementation in a timely manner, while meeting client expectations 
  • Build, foster and manage positive and productive client relationships as one of the primary points of contact for all communications 
  • Collaborate with internal and external clients to define project workstreams, identify workstream leads and participants, and document workstream objectives at the onset of the project   
  • Hire, train, and review staff necessary to support implementation efforts 
  • Serve as the primary point of contact for program implementations with external clients 
  • Oversee system improvements and implementations to ensure CRM meets requests of internal and external requests 
  • Work with PSC Leadership and clients to define processes and develop process flows based on Statements of Work (SOW) and business rules 
  • Review clients’ demands, develop project plans and ensure product development and implementation in a timely manner, within budget, while meeting client expectations 
  • Establish and define project scope for translation into tasks and schedules 
  • Own implementation processes including progress tracking, problem resolution, system implementation, testing, documentation, and training 
  • Work with internal teams to develop system enhancements to better service all programs and improve internal processes 
  • Work with external clients to solution for their reporting needs and translate those requests for development  
  • Facilitate conversation with existing programs to determines their needs, timeline of an ask, and solution for roadblocks with other internal departments 
  • Oversee change control process and assist teams with analyzing and executing client requests 
  • Modify Standard Operating Procedures (SOP) and create Working Instructions documents 
  • Manage the performance of team members, providing coaching and support to enable them to achieve their full potential  
  • Host team and personal meetings with a focus of reaching established department and personal goals  
  • Use problem solving skills and professional judgement to independently make decisions  
  • Concept, prototype, test, and implement new services to support the future growth of the company 
  • Identify problems, explore potential solutions and design and implement such solutions 
  • Demonstrate leadership by taking responsibility for creating and achieving shared goals 
  • Communicate effectively, orally and in writing, with clients and internal team members 
  • Lead post-implementation review, identify lessons learned and successes, develop a process improvement plan, and communicate to management 
  • Other duties assigned based on staffing, coverage, and program implementation needs 

  Required Qualifications: 

  • Bachelor's degree in a relevant field, such as Business Administration or Project Management 
  • Previous 4+ years of experience in specialty pharmacy, healthcare setting, and/or HUB services 
  • Proven experience in managing cross-functional teams and developing project plans and methodologies 
  • Strong interpersonal and communication skills, with the ability to engage with stakeholders at all levels 
  • Excellent analytical and problem-solving skills, with the ability to identify and mitigate risks and issues 
  • Strong leadership skills, with the ability to motivate and manage teams to achieve their full potential 
  • Ability to work in a fast-paced environment and manage multiple priorities simultaneously 
  • Demonstrated ability to multi-task and work in a self-directed environment to meet critical deliverable dates

  Preferred Qualifications: 

  • Doctor of Pharmacy Degree (PharmD) from an accredited School of Pharmacy 
  • Ability to build productive internal/external working relationships 
  • Strong analytical and organizational skills with attention to detail. 
  • Ability to proficiently use Microsoft Excel, Outlook and Word 

Work Environment 

This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. RareMed expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of RareMed and will vary based on those needs/priorities. 

  Physical Demands 
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.