DirectorAVP, Customer Service Support Implementation Leader Must be located in California, Washington State, Oregon, Arizona, Utah or Nevada

About IKS Health

IKS Health takes on the chores of healthcare reducing administrative clinical and operational burdens so that staff can focus on their core purpose: delivering exceptional care. Combining pragmatic technology and dedicated experts IKS enables stronger financially sustainable enterprises. Our Care Enablement Platform delivers data-driven value and expertise across the care journey and IKS is a partner for clinician enterprises looking to effectively scale improve quality and achieve cost savings through forward-thinking solutions. Founded in 2006 IKS Healths global workforce supports large health systems across the United States.

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Job Summary

The Director CSS Implementation will be responsible for the successful implementation and adoption of IKS clinical products and solutions with customers physicians and clinical staff. He/She will be a key contributor to the detailed implementation plans progress tracker and technology system/solution for managing the endto-end implementation. Enable critical change management across clients (standard playbooks handouts FAQs others). Through the process he/she will establish successful relationships within each IKS customer assigned which will significantly improve our opportunity for a successful implementation. The Manager/Director of implementation will ensure high levels of customer satisfaction and mutual success of the relationship. During the implementation phase he/she will serve as the key conduit to resolve any issues. This role may require 50%-75% travel across the US which includes spending time at customers clinics and office locations.

TIMELY START

Drive implementations of Clinical support solutions across the enterprise for both new and existing customers

Program manage the onsite aspects of the Implementation/Onboarding Plan.

Own overall implementation from SOW signing to go-live and ramp.

Prepare IKS and clients teams for smooth roll-out thereafter (or re-engage for additional specialties or departments within customers).

Ensure tight coordination and communication between IKS and client stakeholders (e.g. project lead physicians other leaders) and delivery team (ops IT/IS enabling managers WFM compliance etc.)

CHANGE MANAGEMENT

Lead all core change management tech and compliance enablement activities to operationalize IKS clinical solutions.

Lead initial setup of resource process and tech at client site.

Engage the clients leadership/clinicians to configure and set up clinical solutions regarding final standards (notes fields templates etc.).

Review customers existing process documents/workflows and work with the IKS team to ensure the proposed standard operating processes (SOPs) appropriately captures customer nuances and processes and are signed off by the clients clinical and operational stakeholders..

DRIVE ADOPTION

Ensure the provider and practice leaders are comfortable with the new service till they are in steady state.

Successfully onboard clinical champions (first 3-5 providers or clinics) with Bon voyage teams help; ensure target physician retention by active solution user fitment management and expectation setting

Work with the Operations teams to baseline the performance of the practices performance

Work with the provider and their support staff to implement agreed processes.

Coordinate the training of a provider and practices as required in partnership with the onboarding team.

Formally and informally govern the enterprise relationship with the customer organizations including designated clinical champions.

READINESS FOR SUCCESS

Institute sustainable processes across IKS & client team for steady state delivery:

Ensure simple extract of key SOW terms guardrails and actions are accomplished between IKS and client stakeholders.

Ensure sustainable invoicing process as per SOW terms is documented and instituted between IKS and client stakeholders.

During the implementation stage review the status of IKS service delivery and ensure it meets/exceeds contractual requirements with the customer.

Identify delivery issues or areas of concern for the customer; if any; work with the IKS delivery team and the customer physicians to resolve concerns

Ensure that IKS operations are aligned to meet customer goals and success including contractual commitments client priorities and concerns

Educate the delivery team on the nuances of the customer environment and ensure the delivery and measurements of success are representative of the customer environment

Proactively anticipate operational issues and escalate within IKS before the customer is aware so issues can be resolved

Support the delivery teams to identify and implement operational improvements (such as workflow changes technology and automation metrics and reporting) to ensure high level of customer satisfaction

Groom development of younger leaders (typically Bon Voyage candidates) for managing new client implementations independently.

Lead the constant evolution and deployment of CSS best practices specifically for:

Documentation standards

Configuration of end-products

Guidelines for successful adoption

Collaborate closely with operations to drive adherence to standardized outputs.

Required Qualifications

Clinical background (NP/PA RN MA)

10 years of experience working in US healthcare

Familiar with EHR workflow clinical documentation and medical coding

Customer Management skills especially in dealing with Physicians Clinical Champions

CMO CMIO and Practice Leaders

Structured methodical and detail-oriented

Self-driven and proactive with the ability to multitask and prioritize issues in a complex environment

Project management planning and organizational skills

Excellent verbal and written communication skills

Ability to travel as needed

Preferred Qualifications

Proven track record in driving results and progressive leadership experience.

Working knowledge of Practice Management Systems.

Analyzing and creating end-user workflows and implementation experience on EHR functionality.

Capable of interfacing well at senior management levels within a large organization and client base.

Strong understanding of fee-for-service and fee-for-value practice models.

Compensation and Benefits: The maximum annual salary is $150000 a year determined by years of relevant experience skills and the specific geographical location where the work is performed Pay is based on several factors including but not limited to current market conditions location education work experience certifications etc. IKS Health offers a competitive benefits package including healthcare 401 (k) and paid time off (all benefits are subject to eligibility requirements for full-time employees). IKS Health is an equal opportunity employer and does not discriminate based on race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status

Required Experience:

Exec