Implementation Manager

About the Company

At the company, we’re redefining what primary care looks like, making it more accessible, seamless, and patient-centered than ever before. Through our innovative CloudClinic model, we combine virtual provider visits with smart, tech-enabled infrastructure to deliver timely, personalized care. By removing traditional barriers to access and continuously expanding our specialty offerings, we’re building a healthcare experience that’s as convenient as it is comprehensive.

About the Role

The company is seeking an Implementation Manager to lead customer (e.g., employer groups) and health system implementation workstreams from handoff through launch and transition to ongoing support. This role sits at the center of how new partnerships move from signed agreement to live, reliable care delivery, translating contractual commitments and customer requirements into executable implementation plans.

The Implementation Manager serves as the primary owner and trusted advisor for assigned implementations, leading stakeholders through onboarding, configuration, adoption, and go-live to achieve defined objectives and long-term value. This role owns implementation health, progress, milestones, deliverables, evolving requirements, and risk mitigation while coordinating internal and external stakeholders across Product, Engineering, Sales, Support, Solutions Engineering, and operational teams. The Implementation Manager brings structure and accountability to fast-moving, ambiguous environments, ensuring cross-functional workstreams remain aligned and launches progress toward successful, on-time go-lives.

The role blends project management, implementation operations, stakeholder engagement, support coordination, and technical cross-functional execution. It requires working familiarity with healthcare interoperability concepts to partner effectively on EHR-related workstreams—including athenahealth APIs, Epic FHIR endpoints, CCDs, HL7 v2 interfaces, FHIR resources, HL7 message types, and related integration standards. The ideal candidate has experience implementing a proprietary SaaS or care-delivery product across small, midsize, and enterprise healthcare organizations, preferably within an early-stage health-tech environment.

Success in this role requires strong operating discipline, clear communication, comfort with ambiguity, and the judgment to balance launch velocity with readiness and patient experience. In the first 90 days, you will assume ownership of assigned implementation workstreams, establish clear project-management cadences, improve visibility into milestones and risks, refine implementation-management artifacts, and strengthen coordination from launch planning through steady-state handoff.

Key Responsibilities

Implementation Planning & Launch Management

• Lead assigned customer and health system implementations from internal handoff through launch and transition to ongoing support.

• Build and maintain detailed implementation plans, project timelines, risk logs, readiness criteria, and launch checklists.

• Build customer-specific project artifacts, including milestone trackers, decision logs, dependency trackers, escalation paths, status updates, meeting agendas, action logs, and implementation readiness reports.

• Coordinate launch activities across internal teams and customer stakeholders, keeping scope, owners, dependencies, customer responsibilities, requirements, and deadlines clear.

• Run regular implementation meetings, launch standups, and stakeholder updates; document decisions, capture action items, and drive accountability.

• Identify risks, blockers, and missed dependencies early, escalate appropriately, and coordinate mitigation plans to protect launch timelines and quality.

Cross-Functional Coordination

• Partner closely with Operations, Clinical Operations, Engineering, Customer Success, Sales, Product, and other teams to align implementation workstreams.

• Manage handoffs from Sales into implementation and from implementation into Customer Success, health system support, or ongoing account ownership.

• Coordinate clinical and operational readiness activities such as staffing inputs, training, credentialing, platform preparation, workflow documentation, communications planning, and go-live support.

• Work with Engineering and technical stakeholders to track integration requirements, data flows, user acceptance testing, platform readiness, and issue resolution.

• Translate implementation needs across technical, clinical, operational, and customer audiences so decisions are clear and work keeps moving.

Customer & Partner Stakeholder Management

• Serve as a day-to-day implementation point of contact for assigned customer and partner stakeholders.

• Set clear expectations around timelines, customer responsibilities, decision points, launch requirements, and communication norms.

• Support both employer customer and health system implementation needs, adapting project plans to partnership model, scope, and readiness requirements.

• Balance urgency with operational stability, escalating when timelines should not accelerate because readiness, safety, or patient experience could be affected.

• Coordinate partner-facing launch communications and engagement needs with internal teams when required.

• Travel to facilitate smooth implementation processes about 15% of the time.

Implementation Operations, Reporting & Process Improvement

• Maintain accurate implementation documentation, customer records, project artifacts, and operating playbooks.

• Track implementation progress, adoption signals, early engagement metrics, customer health indicators, and launch-readiness status.

• Maintain and update dashboards or reports that give leadership visibility into onboarding progress, risks, decisions, and trends.

• Support workflow automation, CRM hygiene, and implementation tooling that improve efficiency and consistency.

• Capture product, process, and support feedback from implementations and bring structured insights back to Product, Engineering, Operations, and Customer Success.

• Help build repeatable, scalable implementation processes so the company can launch more customers and partners without reinventing the approach each time.

• Define and track core implementation metrics, such as milestone adherence, on-time launch readiness, implementation duration, risk and escalation trends, customer feedback, and internal handoff quality.

Requirements

Required Qualifications

• 5+ years of experience supporting healthcare, health system, enterprise, and/or B2B customer implementations, project management, operations, and customer success.

• Experience partnering with integration engineers and prior exposure to  athenahealth APIs, Epic FHIR endpoints, CCDs, and HL7 v2 interfaces (experience with other EHRs is welcome).

• Working knowledge of interoperability standards: FHIR (Patient, Encounter, Observation, Condition, Medication, etc.), HL7 v2 (ADT, ORU, SIU), and CCDs.

• Proven ability to manage multi-stakeholder projects with clear plans, timelines, dependencies, risks, and deliverables.

• Strong organization, follow-through, and attention to detail, with the ability to manage multiple implementation workstreams at once.

• Excellent written and verbal communication skills, including the ability to build rapport, get buy-in, and keep internal and external stakeholders aligned.

• Comfort working cross-functionally with operational, clinical, technical, sales, customer success, and product teams, paired with a strong customer-oriented approach.

• Hands-on experience using AI tools (e.g., Claude, Gemini, Perplexity) to support project work, documentation, and data analysis. The company is a tech-forward company and expects team members to build fluency with our approved AI tools

• Ability to operate in a fast-moving startup environment with ambiguity, shifting priorities, and incomplete information.

• Working knowledge of CRM, project-management, documentation, or reporting tools; HubSpot experience is a plus.

• Sound judgment around launch readiness, escalation, customer experience, and operational risk.

• A tool-agnostic mindset, willingness to adapt and use new tools and systems rather than relying on a single stack.

Preferred Qualifications

• Familiarity with software, platform, integration, user acceptance testing, or technical go-live processes.

• Experience coordinating clinical or operational readiness activities, including training, workflow development, staffing inputs, or launch support.

• Experience using Google Workspace is strongly preferred, along with Asana for project management workflows and Jira for ticketing and feature request management.

• Experience building implementation playbooks, customer onboarding workflows, reporting dashboards, or scalable operating processes.

• Bachelor’s degree in business, engineering, computer science, operations, healthcare administration, marketing, or a related field, or equivalent practical experience.

• Willingness to travel about 15% of the time.

Benefits

At the company, we're on a mission to make humane healthcare truly abundant, and we invest in the people who make that possible. This is a high-impact role where your ideas directly shape how care is delivered, within a supportive, collaborative, and diverse team that believes healthcare is fundamentally a human experience. We back that commitment with a robust total rewards package:

• Meaningful ownership through stock options, allowing you to share directly in the value you help create as we grow

• Competitive base compensation

• Comprehensive medical, dental, and vision coverage options, with the company contributing toward your premiums

• Complimentary access to the company's clinical programs for you and your household members, the same connected care we deliver to our patients

• 401(k) retirement plan to support your long-term financial well-being

• Flexible Paid Time Off, so you can recharge without counting days

• Dedicated Paid Sick Leave, separate from your FTO, for when health needs come first

• 11 paid company holidays each year

• Paid family leave to support you through life's biggest moments

• Optional ancillary benefits, including life insurance, disability coverage, and a Health Savings Account (HSA)