Implementation Associate

Implementation Associate – Job Description

Company Overview:

CareCloud is transforming the healthcare experience with the industry’s most modern, flexible and powerful cloud-based platform. Our integrated clinical, financial and patient-experience technology helps build high-performing medical practices and enables healthcare practitioners to connect and collaborate directly with patients in support of better care. CareCloud’s technology solutions target areas such as revenue cycle management, practice management, electronic health records, patient experience, analytics, and advanced billing rules helping to maximize the efficiency and effectiveness of medical practices.

Job Description:

As part of the Professional Services Team, the Implementation Associate helps clients maximize business value with CareCloud solutions by onboarding new clients to the CareCloud platform. The Implementation Associate is focused on end-user training and provides exceptional Go-Live support. The Implementation Associate also serves as part of the Project Team assisting our Implementation Consultants and Project Managers on various tasks throughout the implementation process.

General Areas of Responsibility:

• Serves as a subject matter expert on CareCloud’s product offerings
• Supports the Client Go-Live event either on-site or virtually, as assigned
• Serves as Go-Live support expert for matters related to CareCloud’s IT and business solutions
• Assists the Implementation Consultants in assessing, analyzing and documenting the current- and future-state client workflow
• Collects client data required for configuration activities
• Delivers training plans and executes project tasks as directed by the Project Manager
• Provides advice on CareCloud’s best practices and training to clients (onsite, remote, and at CareCloud offices)
• Maintains knowledge and understanding of software updates, release changes, as well as additional products and functionality
• Utilizes the agreed upon tools to minimize the variability of the implementation process while continuing to try to improve standards
• Identifies and communicates project risks to key stakeholders and the leadership team to ensure the success of the implementation
• Works with the Implementation Team on issue resolution and mitigation

Manages the relationship and expectations of the client for a mutually beneficial outcome

• Assists clients in identifying areas for process improvement and implementing changes and provides lessons learned to the Implementation Team
• Supports Tier 1 queue in the Client Support Center when not assigned to Go-Live support

Required Knowledge, Skills and Abilities:

• Consultative Approach: Ability to listen and acknowledge varying points of view and convey a level of professionalism and diplomacy that will serve to build and maintain relationships throughout the course of the implementation project and beyond
• Integrity: Decisions and actions align with CareCloud’s values and ethical standards, and ensures that sensitive and confidential material is protected and uncompromised
• Relationship Building: Strong listening and relationship building skills with clients and stakeholders to instill their confidence in the implementation methodology and trust in the implementation teams that are assigned to those projects
• Problem-Solving: Must possess and have proven problem resolution skills using data-driven tools and credible resources to inform problem analysis and solution development
• Critical Thinking – Ability to interpret, analyze, and discuss end-user needs and evaluate appropriate options and either formulate or identify solutions
• Strong Collaborator; Ability to work in a matrix-managed environment and across multiple and diverse groups – effectively connects initiatives across departments
• Delivering Results: Extremely organized, disciplined, and focused on outcomes with the ability to multi-task, effectively set and manage priorities, and provide written documentation to support decisions
• Conflict Resolution: Comfortable having direct, candid and constructive discussions with any project resource or stakeholder to advance the implementation objectives and client service outcomes
• Self-directed/motivated; Flexible and adaptable, enthusiastic, strong work ethic, resourceful and the ability to take the initiative in development and completion of work projects
• Communication and Presentations: Ability to summarize and effectively convey complex information and effectively make presentations to various audiences through different media and tools

Education/Experience Requirements:

• Bachelor’s degree or equivalent experience required
• Experience in the healthcare or IT sectors a plus
• Experience in a Six Sigma, Lean and/or Agile environment a plus
• Strong computer application skills such as Microsoft Office Suite, experience with Project and Visio, and/or other Project Management Information Systems a plus
• Travel flexibility to successfully execute the requirements of the role

Supervisory Responsibility: No Work Location: Based in CareCloud’s Miami corporate office

Position Type: Full-time exempt position

Travel: Up to 85%

EEO Statement: CareCloud is an equal employment opportunity employer

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position requires the ability to occasionally lift office products, equipment and supplies, up to 20 pounds. ADA Statement: Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Type: Full-time

Experience:

• Healthcare: 3 years (Preferred)

Education:

• Bachelor’s (Preferred)