Engagement Manager overseeing SaaS implementations at Workday, ensuring alignment between teams and clients. Leading projects with a focus on change management and business value during client onboarding.
About the role
- Implementation Manager guiding customers through RCM onboarding processes for home care agencies using innovative technology. Fostering relationships while managing multiple projects efficiently.
Responsibilities
- Lead kickoff to collect practice demographics, NPIs/Tax IDs, payer mix, service lines, and current A/R posture
- Build a clear onboarding plan with milestones (enrollments, EDI/ERA/EFT, portal access, training, pilot, go-live) and owners
- Facilitate clearinghouse setup and EDI/ERA/EFT enrollments; obtain and manage payer/VA/Medicaid portal access and roles
- Define submission schedules, reconciliation processes, and handoffs between provider staff and our Billing/Collections teams
- Execute the go-live checklist; target time-to-first-claim and time-to-first-payment goals
- Be the primary point of contact during onboarding with clear, proactive communication
- Identify risks (missing artifacts, payer bottlenecks, auth barriers) and drive mitigation plans and escalations
- Build and maintain strong relationships with customer by understanding their needs, addressing inquiries promptly, and proactively offering solutions to enhance their experience
- Act as a liaison between customer and internal departments to ensure seamless communication and efficient issue resolution
- Educate customers about the services available to them
Requirements
- Minimum 2-3 years of customer success or customer implementation experience
- Minimum 1-2 years of experience in the healthcare industry
- Ability to work independently and as part of a team
- Excellent verbal and written communication skills
- Excellent organizational and project management skills
- Strong analytical and creative problem-solving skills
- Experience with software/system integration and troubleshooting
- Able to work in a fast-paced, high-volume environment
- Bachelor’s degree in Healthcare Administration, Business Administration, or Hospitality, or other related field preferred
Benefits
- Medical, dental, and vision benefits
- 401k retirement plan
- Aflac benefits
- Paid time off
- Professional development support
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