Senior Implementation Project Manager
DexCare
Operations
Seattle, WA, USA
Posted on Dec 20, 2024
Who is DexCare?
DexCare optimizes time in healthcare, streamlining patient access, reducing waits, and enhancing overall experiences. Born within Providence, DexCare addresses tech gaps by aligning supply and demand, recently securing a $75 million Series C funding round led by ICONIQ Growth, alongside partners like MGB, Kaiser Permanente Ventures, and others, to modernize healthcare infrastructures for an inclusive ecosystem.
What is DexCare?
DexCare, a digital care orchestration platform, streamlines care delivery logistics. It empowers healthcare systems to predict constraints and precisely schedule services, optimize capacity, and cuts operational costs. Currently serving 57 million patients, including Kaiser Permanente and Providence, DexCare ushers in a new era of digital-care access, ensuring health systems can efficiently track and deliver every hour of capacity for consumer ease.
DexCare is looking for a seasoned Senior Implementation Project Manager (PM) to join our Implementation Team. This Senior PM role has three key responsibilities: project leadership, solution advisory services, and process improvement.
The Senior Implementation PM is the primary leader for implementation projects and is accountable for leading the work from contract execution to achievement of targeted customer outcomes while ensuring projects finish within planned timelines and cost. Their project management duties include providing all the planning, execution, monitoring, and close-out activities required to appropriately deliver this work. They will also lead internal and external communications, issue and risk mitigation, and coordination of internal and customer activities and deliverables. They are accountable for the client’s achievement of the contracted outcomes.
While this role will be supported by several internal technical resources, the PM will provide operational consultative support to the customer on data collection, design decisions, and sometimes overall architecture of the solution with the purpose of achieving the contracted outcomes.
Individuals in this role will be responsible for executing implementation process improvements. This includes identification of process gaps, breaks, or required changes across our systems. They will also own authoring and operationalizing process changes.
What You'll Do
- Apply industry standard project management practices to lead implementations to achieve on-time, on-budget, and contracted customer outcomes
- Use appropriate management techniques to facilitate updates and changes in scope, schedule, cost, reporting, and escalation
- Operates with overall accountability for achievement of the contracted delivery of products, services, and client operational and/or financial outcomes
- Provide advice to clients to lead them through implementation design and decision-making, data collection, discovery activities, and product demonstrations
- Actively work to identify process improvement opportunities and share responsibility for defining the improvements and leading adoption of changes within DexCare and the client (where applicable)
- Supports project management process and tool adoption through training to the Implementation Team and across the DexCare organization.
- Be customer centric in style and approach, with a genuine desire to create and deliver value for customers throughout the project and deliver an outstanding customer experience
- Collaborate with all internal and external teams to proactively uncover additional customer needs and support documenting client requirements and expectations
- Proactively identifies risks and develops contingency plans to present to senior leadership for evaluation and risk mitigation
- Consistently demonstrates positive, constructive communication approach, specifically during periods of change, ambiguity, and stressful situations
- Collaborate with vendors and external service providers to facilitate the timely delivery and deployment of IT solutions. Manage relationships to ensure high-quality service delivery and adherence to project timelines
- Mentors other team members on PM-related process, tools, and skills, as needed
- May lead large, complex projects with support from other project management staff
What You'll Bring
- 5 - 10 years of experience managing the full lifecycle of medium to large-sized technology implementation projects and a proven track record of delivering projects on time and on-budget
- BA/BS degree or equivalent experience
- 3 - 5 years of experience supporting client process optimization and change management
- Demonstrated ability to guide clients through clinician-impacting operational changes
- Background in Software-as-a-Service project management and understanding of business operations and concepts
- Experience with navigating complex and/or controversial internal and client-facing situations with a clear, calm, and positive outcome
- Strong communication skills to convey customer objectives, success strategies, and customer insights for internal and external stakeholders
- Experience successfully facilitating complex decisions and issue resolution
- Experience as lead implementation project manager on at least on multiple large and complex healthcare system implementation projects (e.g. EMR/EHR or other complex, operations-impacting systems)
- Expert in project management tasks and project governance (ie, such as project plans, resource reporting and escalation to senior management)
- Demonstrated ability to identify and implement PMO process improvements within the team and across the organization
- Able to learn new product capabilities and basic architecture
- Effective at bridging operational needs with technical solutions and strategies. Capable of facilitating client decision-making on complex topics
- Ability to operate in a fast-paced environment and act quickly to respond to escalations or time-sensitive requests
- Highly disciplined with daily and weekly recurring tasks (status reporting, time tracking, schedule/RAID updates, etc.
- Detail oriented with the ability to raise up and see the “big picture” project status and strategy
- Project Management Professional (PMP) Certification from the Project Management Institute (PMI)
- Change Management Certification (Prosci, CCMP, etc.)
- Healthcare IT/Operations experience
- Experience with tools including SmartSheet, MS PowerPoint, MS Word, MS Excel, MS Project, MS Visio
- Experience with use case and requirements definition
- Experience project managing development or deployment of web technologies
Preferred Experience
DexCare is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. DexCare does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. DexCare provides reasonable accommodation to all applicants who require such accommodation to apply for the position or to perform the essential functions of the job.