Implementation Manager manages a team of implementation specialists responsible for installing and deploying technical systems, software, hardware, or solutions. Ensures the team is following department policies and procedures. Being an Implementation Manager manages and supports multiple implementation projects. Assesses client's requirements, develops scopes and cost estimates, and creates project plans and schedules. Additionally, Implementation Manager ensures that implementations are completed on time, within budget, and meet client expectations. Responds to and resolves escalated client issues during or after implementations. Troubleshoots and recommends solutions to implementation problems or challenges. May be involved in pre-sales product demonstrations or assist in developing proposals. Requires a bachelor's degree in area of technical specialty. Typically reports to a director. The Implementation Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be an Implementation Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
About SCAN
SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 270,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.
The Job
The Project Manager (Service Technology Implementation Manager) role is responsible for the planning, design, implementation & execution of SCAN’s Omnichannel initiatives, owning the implementation of Omnichannel solutions with functional requirements acquired from internal technology teams and business stakeholders. This role will combines analytical thinking, business knowledge and project management skills to develop the framework for execution to make certain the projects are aligned with the organization’s larger strategy, completed timely, within budget, and in alignment with identified goals
You Will
The Project Manager (Service Technology Implementation Manager) will own and implement SCAN’s Omnichannel roadmap to improve member experience, enabling efficient & effective digital communications with members
Develop and manage the execution of strategies through workflow design, implementation plan, and product enhancements for service technology ensuring strategic alignment with executive-level partner(s)
Subject matter expert for internal customer’s functional requirements and how the requirements need to be implemented into the modules, and uncover areas for change
Selects methods, techniques and evaluation criteria in order to measure project executive results.a
Partner with and advise stakeholders to build elicit, analyze, and prioritize their use cases and co-develop business requirements. Facilitate identification of program scope, manage associated project implementation, communicate progress to plan, and drive timely execution to obtain business results
Create detailed technical requirements for Omnichannel functions ensuring that solutions meet business needs and functional requirements
Identify and manage risks associated with individual projects and overall program, develop and implement mitigation strategies to remove barriers to track business metrics and outcomes to demonstrate value and member satisfaction
Monitor user performance and satisfaction post launch, collect feedback and issues, and prioritize iterations accordingly
Develop collaborative relationships with key business partners to help drive and lead cross functional project efforts while providing ongoing assistance & guidance to end users in utilizing the products
Ensures that project activities are within policies and guidelines
Support data teams in data analysis & reporting
Build and support Omnichannel user testing, training and QA methodology
Provide an individualized stakeholder approach resulting in a streamlined and positive stakeholder experience. Escalate issues, risks, or other appropriate information to project sponsor and other stakeholders as appropriate.
Perform other duties as assigned by Service Innovation & Technology leaders
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.
Your Qualifications
Preferred, but not required:
A comparable combination of education/experience and/or training will be considered equivalent to the education listed
3-5 years of experience software implementation experience in healthcare industry; preferably with payer/providers or healthcare consulting; experience in digital health or Omnichannel a PLUS
Proven background in successful management of innovation and implementation initiatives.
Proven background in documenting business, technology & data specifications and workflows.
Certifications deemed to be reasonable to function at this level
3 years of software implementation experience in healthcare industry; preferably with payer/providers or healthcare consulting; experience in digital health a PLUS
MS Office, Visio, Genesys, Tableau, Mural
Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes
Ability to plan and manage at both the strategic and operational levels with autonomy while consistently monitoring the key metrics of the business and driving process improvements
Ability to develop and maintain positive relationships and facilitate the exchange of information across business units
Excellent organizational skills; ability to manage complex internal and external processes with many different stakeholders and timelines ensuring that all parties are kept in the loop with clear notes, action items, and next steps to keep projects on track and successful.
Effective verbal and written communication skills: Ability to introduce product specification and workflows, to have difficult conversations on changing processes or behaviors across multiple levels, and to be able to stand your ground or back up your recommendations with data
Ability to be self sufficient in tasks like basic data analysis, reporting, lightweight software configuration, and in general able to pick up new skills quickly and build out processes
What's in it for you?
We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!
At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.
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