Role: Implementation Lead

About OTTO 

OTTO Health is a Telehealth company based in Boulder, CO. The OTTO Health application connects patients to their providers through a convenient, easy-to-use platform. Using OTTO, patients are able to have an online video visit with their provider using a mobile device or computer.

With 75% of hospitals and care providers saying they will adopt Telehealth by 2019, the Telehealth industry is poised for exponential growth. In the last six months, OTTO has made significant in-roads into the market and we’re poised for some exponential growth of our own. This role will have an opportunity to make a meaningful impact on our platform, our company, and the industry as a whole.

Summary

We are looking for a high-energy, results-driven Implementation Coordinator to join our OTTO Health team in Boulder, CO. Reporting to the VP of Customer Success, this role is responsible for driving successful customer implementations of the OTTO health platform with provider clients throughout the country, as well as managing relationships with clients following their implementations.  This role will work with peers from the customer success team in addition to working cross-functionally with the sales/business development team and the product team. The right person for this job is a highly motivated individual seeking ownership over the implementation process and who can demonstrate implementation leadership according to the OTTO Health project methodology and best practices.

At OTTO Health, we take pride in working in a self-starting environment with hungry colleagues who thrive in a team-based setting.

Primary Responsibilities

• Manage project plans for assigned customer installs; complete high quality projects on time, on budget, within defined scope

• Serve as primary point of contact for customers throughout implementation phase and beyond

• Design and deliver customer/end-user workflow training and various testing prior to going live

• Partner with customer counterparts to define video visit use cases, success criteria, and expansion plans

• Run multiple implementation projects simultaneously

• Manage project risks and escalations proactively and effectively

• Provide customer support and ongoing client relationship management once customer is using OTTO Health

• Provide feedback to internal customer success team on implementation process, content, and tools

• Participate in miscellaneous internal projects to support our growing company

Skills & Competencies

• 1-2 years experience as client service strongly preferable

• Experience working with EMRs preferable

• Background in business, healthcare, computer science, or related preferable

• Demands high quality work from self and teammates; Exhibits detail-oriented, analytical approach to work

• Keeps commitments to deadlines

• Invests in the success of others

• Possesses high energy, self-starter, and is eager to do what is necessary to attain successful outcomes

• Demonstrates willingness to work against deadlines

• Able to work through critical or escalated issues affecting customers or teammates

• Excels interpersonally and demonstrates strong presentation, communication, and relationship skills