Implementation Operations Manager

April 13

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Abridge

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Description

As an Implementation Operations Manager at Abridge, you will be instrumental in optimizing the efficiency and effectiveness of our implementation processes. Working closely with the Implementation Manager and cross-functional teams, you will identify and lead initiatives aimed at reducing friction, streamlining workflows, and accelerating time to value for our partners. This role requires a strong focus on operational excellence, process improvement, and project management. This role will be primarily internal with the possibility to be up to 25% client-facing. • Identify and prioritize projects to enhance the efficiency and effectiveness of the Implementation team with an eye on decreasing time to perceived value and increasing client satisfaction with the implementation experience. • Analyze implementation data and metrics to identify trends and patterns, informing decision-making and continuous improvement efforts. • Partner with the Director of Implementations to establish KPIs and develop methods to track. • Develop and implement strategies to reduce friction and streamline workflows throughout the implementation process, including gathering feedback from partner facing teams and prioritizing for product and/or engineering teams. • Collaborate with cross-functional teams to review existing processes, identify pain points, and implement solutions to drive operational excellence. • Lead initiatives to develop better monitoring and reporting mechanisms, such as reviewing Salesforce reports and creating dashboards for risk monitoring. • Scope and implement project management tooling. • Oversee and own select implementation tasks that can be batched (for example, creating a partner-specific pre- and post- launch survey for all partners kicking off each month). • Update internal onboarding and standard operating procedures based on updates from other teams, ensuring alignment and consistency across various functions. • Serve as a cross functional liaison between the Implementation team and other teams to facilitate communication, collaboration, and knowledge sharing.

Requirements

• A minimum of 5 years of experience in project management, operations, or a related field, in a healthcare technology environment. • A proven track record of driving process improvements and operational excellence initiatives. • Ability to quickly identify or anticipate operational and administrative gaps and take ownership of solving them. • Strong project management skills, with the ability to lead cross-functional teams and manage multiple projects simultaneously. You excel at time management, scheduling, and keeping yourself and others organized. • High attention to detail and natural tendency to prioritize. • Exceptional communication and interpersonal skills; ease with relationship building, accepting feedback and moving forwards. • Know how to balance efficiency and being effective: spot opportunities for innovation or change and knowing when it is the right time to take action. • Proficiency in project management tools and software. • A growth mindset: the curiosity to always learn more and from other perspectives. • Accountable to yourself and to others. • Ideally, you have: • Experience implementing electronic health records (Epic is a plus!) • Experience implementing project management software and other tools. • Familiarity with systems requiring strict adherence to privacy and security protocols. • Knowledge of tiered support organizations and escalation protocols.

Benefits

• Unlimited PTO, plus 12 national holidays • Comprehensive and generous benefits package: • 16 weeks paid parental leave, for all employees • Flexible working hours — we care more about what you accomplish than what specific hours you’re working • Remote work environment • Equity for all new employees • Generous equipment budget for your home office setup ($1600) • Opportunity to work and grow with talented individuals, and have ownership and impact at a high growth startup • Plus much more!