Senior Implementation Manager

Pivotal Health•New York, NY

5d•$120,000 - $140,000

About The Position

Pivotal Health is the leading technology platform that helps healthcare providers get paid fairly in an increasingly complex reimbursement landscape. Today, many providers face persistent underpayment from health insurance companies, despite delivering high-quality care. While processes like IDR (Independent Dispute Resolution) were designed to promote fairness, they’re often administrative-heavy, time-consuming, and difficult to navigate without the right tools. Pivotal Health combines software, data, and service into a seamlessly integrated, AI-driven platform that simplifies these complex reimbursement workflows. We help providers efficiently dispute underpaid claims, reduce administrative burden, and recover the reimbursement they’re entitled to; without adding more work to already stretched teams. Our full-service IDR solution is just the starting point. We’re building solutions that enable providers to operate with clarity, control, and confidence across the reimbursement journey. We’re looking for a Senior Implementation Manager to own client implementations end to end: from the Sales handoff through kickoff, SFTP and claims data setup, configuration, launch readiness, go-live, and a clean handoff to Client Success. You’ll be joining our implementation team within Client Success, reporting to our Implementation Lead, who owns the team’s implementation strategy, standards, and priorities. The work runs on two tracks. Physician group implementations move fast and follow a repeatable process. Health system implementations move slower, involve more stakeholders across IT, revenue cycle, and finance, and are our highest-visibility launches. For complex health system implementations, you’ll partner with the Implementation Lead to define the approach, then build the project plan and independently manage day-to-day delivery. This is a hands-on individual contributor role with ownership of client relationships, project execution, and implementation setup. You’ll proactively resolve issues, bring recommendations when you need guidance, and keep clients and internal teams aligned. You’ll also partner directly with Product and Engineering to automate the parts of implementation that are still manual today. If you’re energized by a process you get to help shape and want ownership fast, this is a great seat.

Requirements

4+ years of experience in implementation, onboarding, solutions delivery, or project management with direct ownership of client engagements
Experience working in a startup or similarly fast-paced environment, with comfort adapting to evolving processes and priorities
Hands-on experience with SFTP file transfers, implementation configuration, and initial data or file validation, with the judgment to involve technical specialists when needed
Demonstrated ability to independently manage multiple implementations, lead client calls, anticipate issues, and drive follow-through
Clear, professional communication and sound judgment when managing client expectations, coordinating stakeholders, and escalating risks
Enthusiasm for an individual contributor role on an early-stage team
Experience implementing technology or operational solutions for healthcare clients

Nice To Haves

Health system implementations involving IT, revenue cycle, and finance stakeholders
Experience working with provider organizations or revenue cycle partners
EHR integrations (e.g., Epic) and technical discussions with engineering teams
Familiarity with 835/837 claims data formats or healthcare reimbursement workflows
Experience improving implementation documentation, templates, or workflows, including contributing to automation initiatives
Proficiency with Asana, HubSpot, Metabase, BigQuery, SQL, or AI productivity tools

Responsibilities

Own implementations end-to-end: Independently manage clients from Sales handoff through go-live, including project plans, timelines, dependencies, and launch readiness.
Manage technical setup: Configure SFTP access and client settings, confirm claims file receipt, and perform initial file validation. Partner with Engineering on pipeline enablement, ingestion failures, and advanced troubleshooting.
Run diverse client workflows: Balance fast-paced physician group implementations with complex, multi-stakeholder health system rollouts.
Lead client communications: Run kickoffs, working sessions, and status updates independently as you ramp. Aim to lead routine client calls within your first 45 days, with support for complex executive discussions as needed.
Manage expectations and risks: Set clear time-to-value timelines early and address potential blockers before they impact launch schedules.
Prepare clients for launch and handoff: Coordinate training and readiness checks, and document configuration, data requirements, open items, and key contacts for a smooth transition to Client Success.
Coordinate with internal partners: Work with Product, Engineering, Sales, and Client Success to clarify requirements, resolve dependencies, and keep assigned implementations moving.
Improve the implementation process: Identify recurring issues, recommend practical improvements, update documentation, and implement agreed changes under the Implementation Lead’s direction.