Product Implementation Manager

Open Position: Project Implementation Manager

Location: Remote

Reports To:  Client Onboarding Manager

Travel:  Up to 50%

About Us
HST Pathways is on a mission to transform healthcare with innovative software technology that enables surgery centers to provide more cost-efficient patient care and better outcomes.  Our suite of solutions spans the entire case lifecycle, including scheduling, care coordination, clinical documentation, and revenue cycle.  Backed by Bain Capital, we are the fastest growing ASC software company and serve over 1,600 clients, but we are just getting started and have plans to 10X the value we offer.  However, our big ambitions are only as strong as the team behind them, which is why we are looking to build our team with the best.

What we are looking for:
A dynamic, self-motivated, determined individual who excels at navigating the business aspects of an Ambulatory Surgery Center (ASC) and keeping clients engaged and excited during implementation. An individual who loves to collaborate with others, problem solve and critically think through client situations. The Product Implementation Manager will be responsible for managing implementations from start to finish on one of our platforms encompassing all the features and functionalities needed to efficiently operate an ASC, regardless of size or scope. The individual will act as a guide for clients through project timelines and deliverables to achieve GoLive and project completion, while assisting with any issues or roadblocks encountered along the way. The individual is proficient in adult learning techniques and will be responsible for scheduling and executing both onsite and virtual trainings, developing training content, and providing additional support in all areas of training with Ambulatory Surgery Center (ASC) operations. Additionally, the Product Implementation Manager is responsible for facilitating data build and collection, which can include surgery center inventory maintenance, preference cards, scheduling, registration, Revenue Cycle Management (RCM), reporting, and EHR.


Responsibilities:

• Act as the primary contact for Centers regarding their specific product – facilitating and leading the entire implementation and training process for your assigned product.
• Maintain up-to-date project tracking materials, including Rocketlane and Salesforce.
• Facilitate center build activities to ensure comprehensive database configuration in support of implementation projects.
• Responsible for explaining all client deliverables required for implementation, collecting them, and reviewing for accuracy and completeness.
• Communicate internally and externally the key inter-product dependencies related to their project.
• Provide onsite, classroom and/or remote end user training on the use of the software products utilizing the tools and methodologies supported by HST Pathways.
• Lead training sessions for facility super users, administrators, office managers, clinical staff and physicians on HST products to support facility workflow and maximize product utilization to enhance center's day to day operations.
• Coordinate and lead client meetings.
• Develop and maintain expertise in the supported product.
• Troubleshoot and analyze client challenges, offering best practice recommendations informed by product and industry expertise.
• Manage client communication in a timely manner.
• Identify at-risk projects and proactively address issues with Project Manager, Team Lead and Client Onboarding Manager.
• Perform or submit and monitor all project related tasks through ticketing and project plan tools.
• Support the client through all project phases and ensure timely deliverables are met.
• Travel to client sites to conduct center assessments, support the go-live phase and provide hands-on assistance with product use.
• Develop documentation and educational materials, as appropriate.
• Assist with curriculum design and training content to support upgrades and new products.
• Actively seek current training methods and best practices to facilitate training adult learners.
• Assist in writing operational documentation for use by other HST Pathways staff and customers.  Assist in updating and developing our internal Knowledge Base and application Help Files.
• Work with various internal departments to analyze and identify content gaps to implement process improvements on client implementation and education.
• Assist on curriculum design and training content to support upgrades and new products.
• Assist in the assessment of workflow and/or solution issues that may or may not be related to HST Pathways’ applications and resolve the issue or refer the customer to the appropriate customer support vendor.
• Perform other duties as assigned.
• Adhere to all HST company policies including dress code, conduct, and security.

• Bachelor’s degree preferred
• Proficient in MS Office and related products
• Experience in Healthcare, Hospital, Ambulatory Surgery Centers preferred
• Strong verbal and written communication skills.
• Ability to manage many ongoing activities and tasks in a dynamic environment
• Experience implementing SaaS solutions and training end users preferred
• Ability to travel 50%

• We go beyond the expected.  We strive to be the difference in everything we do and look for ways to innovate and deliver beyond expectations.
• We thrive through collaboration.  We invest in our team and take pride in the success of others. 
• We strive to make a positive impact.  We are passionate our work and leverage our collective creativity and industriousness to make big things happen.
• We sharpen and share our expertise.  We aspire to learn, grow, and share knowledge.
• We love the journey.  We never lose sight of the fact that we are contributing to building a new model of healthcare delivery.

• Remote work environment
• Health benefits paid for employee
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.