Manager, Implementation Services - Lumere at GHX

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At Lumere, we are constantly evolving our implementation approach to better meet the needs of our customers. As the Implementation Manager, you will be responsible for directly managing our Implementation Consultants and implementation operations including sales-implementation handoff processes, project assignments, and KPI tracking.Ideal candidates will exhibit excellent communication skills, be highly organized, be a strategic thinker with a growth mindset, have 3+ years of previous team management experience, and demonstrate the ability to own continuous improvement of a function.This role typically requires 30% travel to client sites. However, travel during the COVID-19 pandemic has been temporarily halted to ensure the safety of our employees and customers.This role will report directly to Lumere's head of Services:Responsibilities:Manage Implementation team and operations:
  • Partner with Sales and Customer Success counterparts to facilitate a smooth transition of new clients from sales to the implementation team, ensuring proper knowledge transfer and seamless customer experience.
  • Recruit, hire, and support skill development and growth for Lumere's Implementation Consultants who serve customers end-to-end throughout the implementation process.
  • Oversee and support multiple implementation projects, serving as escalation point for issues and ensuring implementations are completed on time, within budget, and exceed client expectations.
  • Track, monitor, and report out on team KPIs critical to successful implementations.
  • Partner with cross-functional teams to coordinate operations and ensure seamless customer experience.
  • Facilitate continuous customer feedback loop to ensure high quality of implementation process and approach and adjust the model as necessary to better drive customer value.
  • Proactively identify opportunities for client implementation process improvement by proposing new solutions to current client challenges.
  • Display comfort with ambiguity and a willingness to test out new approaches with clients.
  • Build best practice material for client onboarding and implementation processes.
Serve as Implementation Consultant for select customer implementations when necessary:
  • Serve as the main point of contact for new Lumere clients, working directly with director and VP-level leaders at hospitals and health systems to understand their priorities and implement Lumere solutions to meet their goals.
  • Establish implementation project plans based on Lumere best practice and client priorities and communicate implementation progress to both internal and external stakeholders.
  • Recognize potential and expected client implementation roadblocks and effectively escalate issues to internal and external stakeholders.
  • Build client-facing relationships to identify appropriate external stakeholders for various aspects of implementation (technical, process flow, user adoption, etc.)
  • Become knowledgeable on common hospital supply chain topics, including:
    • Hospital value analysis and strategic sourcing strategy and processes
    • Evidence-based device selection methodologies and approaches
    • Care redesign and clinical variation reduction processes
  • Manage internal and external data extraction and IT setup processes and liaise between clients and internal data and IT teams to overcome any issues.
  • Become engrained in client workstreams and processes to help assess how Lumere solutions can be most effectively leveraged across the system to support client needs both in the near and long term.
  • Track and monitor progress against implementation milestones using project management tools.
Required qualifications:
  • Proven history of success (3+ years) in a direct team management, preferably overseeing project managers or implementation specialists in a healthcare IT environment.
  • Prior health care experience working directly with hospital, health system, or medical group contacts on a variety of levels (Manager, Director, VP, C-suite).
  • Prior experience building and managing a team, leading hiring, onboarding, skill development and growth among the team.
  • Must possess outstanding communication, analytical, planning, coordination and negotiation skills, as well as a track record of developing and maintaining strong business relationships.
  • Exceptional client management, project management and interaction skills.
Estimated Salary range for this position: $110,000 - $120,000The base salary range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies, and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/About Lumere:At Lumere, we are clinicians, researchers, engineers, analysts, marketers, and strategic thought leaders focused on one mission: helping hospital leaders and physicians deliver the highest quality, most efficient care by uncovering and eliminating unwarranted care variation and unnecessary costs - specifically related to device selection and utilization. Our vanguard approach? Partnering with health systems to ensure that care delivery choices are always backed by data and guided by evidence, device costs are justified by clinical outcomes, and doctors and hospital leaders have access to the right insights and analytics to make the best care decisions for every patient. We are a customer-oriented company. We provide a white glove implementation experience, offering not just technical setup, but a robust change management curriculum focused on helping supply chain teams evangelize evidence-based decision-making across their system. Our implementation consultants wear many hats including customer advocate, technical data setup expert, deadline and project plan owner, and risk mitigator. No two implementations look the same because no two clients operate exactly the same. For that reason, we pride ourselves on building custom onboarding plans unique to each client's goals so they can get the utmost value from their partnership with Lumere.GHX: It's the way you do business in healthcareGlobal Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 800 people worldwide. Our corporate headquarters is in Louisville, Colorado, just outside of Denver, with additional offices in Europe, Chicago, Illinois, and Omaha, Nebraska.DisclaimerGlobal Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement. GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.
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Technology we use

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Location

GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

How do you collaborate with other teams in the company?

What works for me is bringing organic chai in from time to time for what's now known as "Tea Thursdays." I start brewing Masala chai early in the morning and prepare mugs, almond milk, and sweetener. Collaboration is my cup of tea!

Octavian

Technical Process Analyst II

How does the company support your career growth?

At GHX, your career is what you make it. My team frequently conducts skip-level meetings where we have open dialogue around career aspirations, projects we want to execute on, and any roadblocks we’re hitting. I’ve always felt empowered to grow here at GHX.

Brittany

Manager, Financial Planning & Analysis

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Home Office Stipend for Remote Employees
$125 per month
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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