Implementation Associate

Pager delivers a “doctor in your family” healthcare experience by making it simple for consumers to connect with the trusted experts they need to make the right healthcare decisions. Through its proprietary cloud-based technology, Pager brings consumers, nurses, doctors and other members of the care team together through text, voice and video chat, all in one place. We partner with healthcare organizations to deliver seamless, tech-enabled services and solutions for a consumer experience that leads to better decisions, outcomes and healthier lives. Started in 2014 and based in New York City, Pager is led by seasoned technology and healthcare entrepreneurs to redefine the way that consumers interact with their healthcare.

Pager is looking to hire an Implementation Associate to onboard, implement, and service key client accounts while anticipating client needs and actively coordinating with a cross-organizational project team.  The Implementation Associate will report to the Partner Implementation Manager. You’ll be working in a fast-paced collaborative environment with the Product, Engineering, and Clinical Operations teams who will support your implementation efforts. You will also work daily with the Implementation Team and have a strong partnership with the Customer Success team to ensure proper handoff of responsibilities after a partner implementation is completed.

RESPONSIBILITIES

Become an established resource and execute successfully:

• Assist with implementations, integrations, and the Customer Success handoff
• Translate client contract requirements into trackable implementation workstreams and tasks
• Assist in the development and deployment of scalable processes, policies, and procedures
• Partner cross-departmentally to project manage internal resources required to solve client business challenges
• Work closely with Customer Success to ensure an orderly transition between the sales cycle, implementation stages, and post-launch optimization and stabilization
• Partner with analytics resources on data requirements for both internal and external stakeholders
• Identify and curate metric packages clearly demonstrating business needs/challenges, process optimization, and markers of success

Interface with cross-functional teams and participate in complex implementations on behalf of enterprise clients:

• Own meaningful workstreams in the global launch plan and coordinate program launch plus execution activities
• Represent Pager’s brand with payers, providers, and ancillary organizations in a courteous and professional manner
• Work with cross-functional teams to meet milestones that lead to timely program launches
• Partner with Integration Managers and Engineers to successfully configure and deploy Pager’s platform
• Communicate project status and challenges and make recommendations for swift and appropriate resolution

Work closely with internal teams to continually refine and improve the Pager platform:

• Coordinate daily with the Implementation team to ensure project deliverables are on track and completed on time
• Collaborate with the Product team to accurately translate end-user needs into product requirements
• Partner with the Command Center team to ensure proper patient care protocols are in place to support triage and care coordination efforts
• Work with the Marketing and Engagement teams to develop tactical engagements designed to maximize brand equity and achieve sustainable patient growth and utilization
• Support Business Development efforts through effective documentation of repeatable processes and success stories
  

REQUIRED SKILLS

• Highly analytical and able to draw conclusions and make recommendations based upon findings
• Must have the ability to prioritize and meet deadlines
• Must possess a high degree of professionalism and ability to handle confidential information
• Demonstrated ability to adjust easily to new and changed situations
• High caliber customer service and ability to maintain demeanor under extreme pressure
• Comfortable working in hands-on, deadline-driven environment
• Comfortable speaking to all levels of company and client personnel
• Ability to produce analysis
• “Can do” attitude with an ability to develop a contingency plan to mitigate challenges
• Extensive knowledge of payers and/or providers
  

REQUIRED EXPERIENCE

• Minimum of 2-3 years of healthcare experience
• Client facing experience required
• Healthcare and tech experience preferred
• Bachelor's Degree required

At Pager, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent.  We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.