Implementation Advocate

Inovalon•Tampa, FL

10d

About The Position

Overview: The Implementation Advocate configures and onboards new orders for Inovalon products and services and assist others as they learn new products. Plans, executes, and finalizes projects according to agreed timelines. Responsible for coordinating the efforts of the project in order to onboard according the plan. Defines the objectives and manage them throughout the duration of the implementation project. Duties and Responsibilities: Define project scope, goals and deliverables; plan, schedule and adhere to project timelines and milestones to ensure that each implementation project is successfully executed; Manage customer on-boarding experience from initial in-take call to go-live, including customization, configurations, training etc. Document customer requirements and configure applications to meet customer business processes; Be attentive of customer requirements and business processes for configuring applications; make recommendations for configuration with customers Perform complex implementations with minimal supervision (Multiple Product Projects); Ensure adherence to best practices for an implementation by following established guidelines; Document all implementation project activity per defined process and procedures; Resolve open orders within specified guidelines; Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process; Lead functional testing of product releases; Troubleshoot more complex issues using an analytical approach and elevate issues following defined escalation procedures in a timely manner ensuring that all communications to customer and internal departments are completed; Set and continually manage project expectations with customer and effectively communicate project expectations with customer and all involved participants; Proactively manage changes in the project scope and devise contingency plans for these changes; Provide assistance to team members as needed; Communicate valuable product and process feedback to manager, SME or point of escalation; Other duties as assigned; Maintain compliance with Inovalon’s policies, procedures and mission statement; Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Requirements

Minimum of 2 years’ experience implementing or supporting software, with high volume of transactions
Healthcare IT industry experience
HIPAA transaction code set knowledge
Knowledge of data security and follow processes and regulations
Healthcare EDI Knowledge (ANSI X12, 835, 837, 270/271), read EDI files and identify breakage points
Proficient in use of Microsoft Office suite (MS Word, MS Excel, MS Outlook)
Proficient in working with CRM systems, Salesforce.com a plus
Demonstrated experience with using and supporting Software as a Service (SaaS)
Demonstrated experience in working with Operating Systems such as Linux and Windows
Strong verbal and written customer service skillset
Strong organizational skills with close attention to detail
Ability to work efficiently, effectively and independently in a fast–paced environment with a large workload
A strong team player with the ability to interact effectively with all parts of the organization
Project Management fundamentals experience
Knowledge of healthcare or clinical environments such as Ambulatory, Post-Acute and Acute settings
Knowledge of Patient Revenue Cycle Management, patient payment (merchant accounts), or scheduling/time and attendance software
Knowledge of Billing (claims and remittance) and Revenue Cycle Management from both Provider and Payer side of the network

Nice To Haves

Proficient in working with CRM systems, Salesforce.com a plus
Bi-lingual (Spanish) is a plus

Responsibilities

Define project scope, goals and deliverables
Plan, schedule and adhere to project timelines and milestones to ensure that each implementation project is successfully executed
Manage customer on-boarding experience from initial in-take call to go-live, including customization, configurations, training etc
Document customer requirements and configure applications to meet customer business processes
Be attentive of customer requirements and business processes for configuring applications; make recommendations for configuration with customers
Perform complex implementations with minimal supervision (Multiple Product Projects)
Ensure adherence to best practices for an implementation by following established guidelines
Document all implementation project activity per defined process and procedures
Resolve open orders within specified guidelines
Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process
Lead functional testing of product releases
Troubleshoot more complex issues using an analytical approach and elevate issues following defined escalation procedures in a timely manner ensuring that all communications to customer and internal departments are completed
Set and continually manage project expectations with customer and effectively communicate project expectations with customer and all involved participants
Proactively manage changes in the project scope and devise contingency plans for these changes
Provide assistance to team members as needed
Communicate valuable product and process feedback to manager, SME or point of escalation
Other duties as assigned
Maintain compliance with Inovalon’s policies, procedures and mission statement
Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer