1.095_Implementations_Director, Patient Intake Automation Solutions

Med Metrix•Parsippany-Troy Hills, NJ

1d•Onsite

About The Position

The Director, Patient Intake Automation Solutions is responsible for the oversight and growth of the Patient Intake Automation client portfolio. This role is accountable for customer satisfaction, implementations, support, and optimization of patient engagement and intake technologies. The Director will lead customer-facing meetings with varying audiences, from operational management to C-suite executives. The ideal candidate will be process-oriented, passionate about quality and consistency, and possess the ability to work with diverse personalities to align key decisions regarding release scope, deployment timelines, resource management, design, testing/training plans, and change management. This role will lead a high-performing team, fostering a culture of innovation, accountability, and continuous improvement, while also defining and advocating for the product vision and strategy.

Requirements

Bachelor’s degree in healthcare administration, Business, Implementation or a related field
Minimum of 5 years of experience in healthcare
4+ years in a leadership role with a focus in technology, patient access or patient experience
Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills, demonstrate situational agility, and ability manage parallel efforts with a focus on diagnosing, diffusing, and resolving customer escalations
Exceptional verbal, written, and interpersonal communication skills; open to feedback and ask questions when expectations seem uncertain
Ability to work in a rapidly changing environment with the ability to own areas of support with minimal supervision
Proficiency in Microsoft Office Suite
Strong interpersonal skills, ability to communicate well at all levels of the organization
Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
High level of integrity and dependability with a strong sense of urgency and results oriented
Gracious and welcoming personality for customer service interaction

Responsibilities

Lead cross-functional governance across onboarding, implementation, revenue analytics and patient journey management to ensure seamless delivery and accountability
Collaborate with Sales to support pre-sale strategy, conduct product demos, and maintain visibility into pipeline and expansion opportunities.
Allocate resources, SME's, and software development requests to support the effective execution of implementation projects
Engage and build strong relationships with clients to facilitate transparent communication and address concerns
Identify and proactively manage risks associated with software implementation projects, implementing strategies to mitigate potential obstacles
Provide leadership and mentorship to the implementation team, fostering a collaborative and innovative work environment
Collaborate with senior leadership to define project priorities based on strategic significance and available resources
Oversee project progress, ensuring that tasks, milestones, and deadlines are met according to project plans
Review project outcomes to ensure alignment with quality standards and client expectations
Manage escalated customer concerns and issues, demonstrating a commitment to excellent customer service
Make informed decisions and recommendations to address challenges and maintain project momentum
Other duties as assigned
Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
Understand and comply with Information Security and HIPAA policies and procedures at all times
Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties