Senior Implementation Specialist

Stellar Health

Stellar Health

Operations
New York, NY, USA · Remote
Posted on Tuesday, June 18, 2024

About Stellar Health:

Historically, US Healthcare has relied on a fee-for-service reimbursement system where providers are paid based on the quantity of patient visits and procedures, rather than the quality of health outcomes.

At Stellar Health, we help primary care providers put patient health first. Our platform - a mix of technology, people, and analytics - supports providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. Using the Stellar App, our web-based, point-of-care tool; practices receive a simple checklist of recommended actions that support the best quality care. Providers and care teams are then paid monthly for each action they complete, and Payors save money in reduced healthcare costs along the way.

Stellar is a US-based Health-tech backed by Top VCs (General Atlantic, Point72, & Primary Venture Partners)​​ with an established product & proven operating model. We’ve shown that we make a real difference for physician practices and their patients.

About the position:

As a Senior Implementation Specialist, you will be responsible for training on and implementing our Stellar platform at our company’s largest and most complex medical groups and health systems. You will ensure a smooth and successful onboarding process from the day a medical group signs up with Stellar throughout the entire implementation process. This role will be responsible for driving executive level sponsorship and engagement of the Stellar program as the first step of implementation. Training Medical Groups on Stellar is centered around ensuring the practice has a clear workflow and plan for how they will use Stellar. You will focus on working with practice staff on workflow development and integration, where you will adjust your implementation plan to meet the needs of a specific practice, ensuring there is a “Stellar Workflow” set and integration plan in place. From there, you will oversee a health system level implementation plan with key stakeholders across various medical offices. You will be instrumental in maximizing the value our providers and users derive from the Stellar App throughout their journey on our platform.

Internally, you will work closely with our Inside Sales, Strategic Operations, Product, and Provider Operations teams to deliver an exceptional training program, ensuring the successful integration and adoption of the Stellar solution. As the face of our company to these clients, you will engage with various levels of health system stakeholders, including leaders and front office staff. Your role will involve building and iterating on training curriculums, managing multiple implementations simultaneously, and taking initiative to improve existing processes. You will pilot various new strategies, codify best practices, and integrate learnings into the ongoing implementation strategy.

This role sits on our Provider Operations team and reports into the Director of Provider Operations. You will have the opportunity to actively contribute to new initiatives as we pilot processes and expand the implementation function within our company. You will spend the majority of your days working directly with providers and users over training calls and coordinating all stages of implementation. If you are passionate about healthcare technology, enjoy creative problem-solving, and possess a talent for delivering exceptional customer service, we encourage you to apply. This role will give you the opportunity to work strategically and operationally with VBC practices across the US!

What you’ll do:

  • Lead and Manage Implementations for large medical offices: Own the entire implementation process from signing to successful training and handoff, ensuring timely and effective onboarding of our product.
  • Training and Education: Expand on existing curriculum to deliver comprehensive training curriculums tailored to the needs of different user groups within medical practices, including leaders, front office staff, and other key stakeholders.
  • Project Management: Oversee multiple implementations concurrently, ensuring that all projects are delivered on time and meet the quality standards.
  • User (Client) Communication: Serve as the primary point of contact for clients during the implementation phase, providing exceptional support and addressing any concerns or issues that arise.
  • Process Improvement: Continuously evaluate and improve existing implementation processes to enhance efficiency and client satisfaction.
  • Cross-functional Collaboration: Work closely with internal teams, including Provider Success, Product, and Sales, to ensure a cohesive and aligned approach to client onboarding and success.
  • Technical Support and Troubleshooting: Assist clients in troubleshooting and resolving technical issues during the implementation phase.

As an Implementation Specialist you should have:

  • 3 - 5 years of professional experience as an implementation or onboarding specialist within the healthtech industry.
  • Training Expertise: Proven experience in building and delivering training programs, with the ability to iterate and improve training materials based on feedback and changing needs.
  • Technical Proficiency: Strong understanding of software implementation processes and experience using technical tools to troubleshoot user issues.
  • Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users and tailor communication to different audiences.
  • Project Management: Strong organizational and project management skills, with the ability to manage multiple projects simultaneously and meet deadlines
  • Initiative and Problem-solving: Proactive and independent problem-solver with a track record of improving processes and driving results.
  • Solutions-oriented: Focused on achieving tangible results and delivering on implementation objectives. Skilled at setting clear goals, measuring progress, and adapting strategies to ensure successful outcomes.
  • Outcomes Driven: Driven by a passion for high-quality outcomes and motivated by achieving set targets. Takes satisfaction in meeting and exceeding goals, and is committed to continuous improvement when objectives aren't met. Focused on accomplishing company-defined business goals, as well as milestones and deadlines established with clients.
  • Customer-focused: Commitment to providing exceptional customer service and a passion for improving healthcare through technology.
  • Adaptability: Ability to thrive in a fast-paced, dynamic startup environment and handle rapid changes and ambiguity with ease

Who will love this job:

  • You excel at managing multiple tasks and meeting deadlines with strong organizational and prioritization skills.
  • You are motivated by achieving set targets and delivering strong results
  • Taking initiative comes naturally to you, driving proactive efforts that consistently achieve results.
  • Your adept communication skills allow you to effectively convey technical concepts to non-technical audiences through various mediums, from live calls to written materials.
  • You feel comfortable educating and training others, approaching customer interactions with empathy and patience to swiftly resolve issues using critical thinking and problem-solving abilities.
  • As a recognized subject matter expert, you foster strong, cross-functional relationships.
  • Operating in a dynamic startup environment fuels your commitment to delivering exceptional customer service, particularly in healthcare technology.
  • You thrive in uncertain situations, demonstrating adaptability and finding solutions amidst ambiguity.

Pay:

The salary range for this role is $100,000 - $120,000 and will be eligible for an annual performance based bonus and equity grant. Where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

Stellar reserves the right to change our compensation bands at any time.

Perks & Benefits:

Stellar offers a carefully curated selection of wellness benefits and perks to our employees:

  • Medical, Dental and Vision Benefits
  • Unlimited PTO (and ask our recruiting team about the ways we make sure employees are actually taking PTO)
  • Universal Paid Family Leave, with up to 21 weeks of fully paid leave available to new parents and caregivers
  • Company sponsored One Medical memberships and Citibike memberships
  • Medical Travel Benefits
  • A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations
  • Stock Options & a 401k matching program
  • Career development opportunities like Manager Training, coaching, and an internal mobility program
  • A broad calendar of company sponsored social events that for our in-office and remote employees

Diversity is the key to our success. Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.

Stellar Health Employment Privacy Notice

At Stellar Health, your privacy and security as a job seeker is a priority no matter where you are in the interview process. As recruiting scams have become more prevalent, please take note of the following practices to ensure the legitimacy of any interaction with our team.

  • Please note that any communication from our recruiters and hiring managers at Stellar Health about a job opportunity will only be made by a Stellar Health employee with an @stellar.health email address.
  • Stellar Health does not utilize third-party agencies for recruitment services and does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information.
  • We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the Stellar Health People Ops Team with an @stellar.health email address.

If you are ever unsure whether you are in contact with a legitimate Stellar Health teammate, please contact people-team@stellar.health. If you believe you've been a victim of a phishing attack, please mark the communication as “spam” and immediately report it by contacting the U.S. Federal Trade Commission.