Implementation Project Manager

The Burgess Group LLC - Alexandria, VA (30+ days ago)4.2

Why Burgess
Each year in America, healthcare businesses waste millions of hours and billions of dollars trying to get payments right. Our flexible software and accurate data feeds help clients eliminate this administrative waste, work more closely with their partners, and ultimately, provide more certainty for people at the point of care. By joining us in fixing these problems, you’ll directly help improve America’s healthcare system, with the benefits felt by all Americans. At Burgess, you will have a positive impact on the world.

Your Contributions Truly Matter
We’re a growing company, so you’ll be given plenty of creative freedom and the opportunity to thrive—everything you do will count.

Position Overview
As part of the Client Services team, the Implementation Project Manager is responsible for the successful implementation of Burgess’ software into our client’s IT infrastructure and Burgess Saas models. This position also provides technical support and serves as back-up for help desk monitoring.

What the Role Involves (Responsibilities)
Work directly with new and existing client business managers to integrate Burgess Software.
Serve as the primary implementation manager for assigned clients
Manages the defined customer onboarding experience for assigned clients
Coordinate and execute on all efforts internally on behalf of the client to resolve any onboarding gaps, answer questions, complete requests ensuring the right resources are engaged timely to best serve the client.
Review client configuration and business processes assist configuration managers as needed.
Meet with client regularly during the onboarding process to discuss their company policies and procedures and gather all needed requirements.
Identify opportunities proactively to improve client product experiences and follow internal processes to execute on ideas
Make recommendations on product available that would improve the clients satisfaction
Deploy critical thinking and exercise best judgment with objective and subjective criteria to determine when escalation is necessary to ensure client concerns are addressed timely, and execute escalation processes with or without managerial oversight
Proactively communicate roadblocks to leadership that might be hindering clients onboarding satisfaction or client success
Serve as the front line of communication for assigned onboarding clients by receiving and managing the clients onboarding inquiries and facilitating coordination as needed to serve clients successfully
Encourage feature adoptions that align with client needs to maximize success potential
Identify and work with technical writers to make changes to end user documentation
Act as a technical escalation resource and serve as primary back-up for help desk monitoring.
Assist in SaaS release management including; scheduling software release resources and events, notifying customers about SaaS maintenance windows, upgrade coordination for production and test environments and post-update testing and defect remediation.
Identify internal process issues and, when appropriate, participate in the improvement process.
Mentor junior team members
Other duties as required
Who You Are (Ideal Competencies/Skills)
Creative entrepreneur. You have a constant drive to make things better; you question the status quo and approach common challenges with creativity and constructive criticism. You have skills to clearly and convincingly share ideas in a way that adapts to your audience, regardless of function, level, or expertise.
Critical, big-picture thinker. You have a constant thirst for knowledge and the ability to credibly share it with others, whether internally or externally. You are analytical, evaluating logic-based details while always considering and problem-solving for the sake of the big picture.
Self-starter. You are proactive, self-motivated, and able to push work, start initiatives, and provide ideas independently in a team environment.
Team player & coach. You can foster professional and personal respect from others and find success in a team setting. While highly collaborative, you have natural management skills and know how to grow and develop people.
Adaptable multi-tasker. You are highly organized and flexible. You know how to manage expectations and are able to thrive in fast-paced, constantly changing environments and successfully adapt to a variety of tasks.
What You’ve Got (Qualifications & Skills)
BS Degree in a technical, business or healthcare related discipline, or equivalent directly related work experience.
Demonstrated ability to manage multiple tasks, changing priorities and meeting tight deadlines.
5+ years documented experience managing software implementations/integrations projects.
5+ years of experience working with Medicare Prospective Payment and/or State Medicaid.
SaaS methodology experience
Strong project management, technical skills, problem solving and analytical skills.
Experience with Medicare reimbursement software.
Ability to interface effectively at all levels internally and externally.
Ability to manage influence through persuasion, negotiation, and consensus building
Strong empathy for customers AND passion for revenue and growth
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Communication and presentation skills
Flexible during times of change
Team player able to effectively interact with colleagues and business partners across the company
How We Work (Team & Culture)
Collaborative. We work together and help each other do our best by building on our work across teams and offices. We don’t own individual ideas or seek credit.
User-driven. We place our clients and our users’ needs above all else. If it matters to a user, it matters to us. We work for them, and keep ourselves accountable to that.
Hands-on. We don’t wait for problems to solve themselves. We enter the thick of it and get things done.
Impact over ego. Our culture is about results, not ownership. Great ideas have seniority over titles and levels, and great thinkers outshine fancy pedigrees.
Forward-looking. We look beyond our own world to constantly improve our business. We welcome outside speakers, tap into the latest tech, and make sure we’re future-proof in anticipation of what’s coming next.
Caring & close knit. We know and care about our people. We know each other’s project strengths—but also about upcoming family trips and favorite after-work drinks.