The Hospital Engagement Manager will ensure the successful implementation of athenahealth’s full suite of integrated services. The EM is responsible for organizing and supervising a team of project managers and associates on each project and for ensuring the appropriate tactics are used to affect the best possible outcomes. The EM is also responsible for building strong relationships with client leadership and resolving issues escalated by both athenahealth and clients. The EM will be responsible for multiple clients simultaneously and is expected to travel nationally up to 70%.
Responsibilities may include, but are not limited to:

• Oversee customer implementations, ensuring strong customer results and compliance with the athenahealth service model;
• Lead and manage project team (consists of members within and outside the department) to ensure timely and effective completion of project assignment and other tasks;
• Mentor and coach Project Managers and Project Associates in their professional growth and specifically in the performance of their project management and implementation tasks;
• Collaborate with other athena departments to ensure coordination and completion of all additional implementation related tasks;
• Ensure clear definition of clients’ implementation responsibilities and that athena’s responsibilities with each client are articulated;
• Liaise with athena and client leaders to build a strong foundation upon which the customer’s relationship with athena will grow;
• Develop subject matter expertise in athena’s core products and services, including deep expertise in the areas of practice management, revenue cycle, clinical workflows, and EHR
• Work with the Sales and Solution Design departments to assist with the closing of prospective customers – activities include, but are not limited to:
  • Custom implementation scope and pricing
  • Pre-contract expectation setting
  • Participation in pre-contract meetings with prospects and the sales department to discuss the implementation process and methodology
  • Practice and staffing assessments
  • Identifying interface needs
  • Vetting revenue cycle or clinical complexities
• Work with the Director of Continuum to maintain an accurate forecast of projected and actual client engagement kick-off dates and client engagement go-live dates;
• Devise approaches to successful deployment in unique and complex client situations;
• Participate in internal department initiatives to build and/or refine tools and processes that support corporate and departmental goals;
• Serve as the escalation point for Project Managers and clients for problem resolution, custom solutions, and implementation timeline adherence;
• Specifically lead Phase I of the implementation for large and/or complex groups, consisting of practice assessment/recommendations and establishment of project governance;
• Participate in onsite kick offs and project governance for large, complex clients ensuring a clear understanding of client’s key metrics prior to an athena implementation and determining clear quantifiable expectations for the customer once fully implemented on athenaNet;
• Ensure a clear understanding of client’s key metrics prior to an athena implementation and determine clear quantifiable expectations for the customer once fully implemented on athenaNet;
• Ensure training sessions meet the standards and quality established by the department;
• Provide onsite support during the “go live” period, if required;

Additional Requirements

• Proven record of connecting emotionally with internal and external stakeholder goals and challenges;
• Work efficiently, sometimes without complete information to close gaps and meet the needs of internal stakeholders and clients alike;
• Possesses acute self-awareness and is able to adapt to support a vision/ goal larger than oneself;
• The EM must be a self-starter, working independently with minimal guidance from others. At the same time, the EM should be an exceptional team player, putting the success of the department and company over individual accolades.
• The EM must be a strong tactical leader, instilling confidence in his/her team, colleagues, and clients;
• Demonstrates exceptional listening skills and align process, people, and resources to meet anticipated needs and goals;
• Willing/excited to work in a fast-paced, but sometimes intense, rapidly expanding company;
• Develop and maintain a deep understanding of best practices and athena’s own unique point of view to use in coaching our clients to manage change during the implementation process;
• Help achieve department scorecard metrics, such as revenue implemented, cycle time, and client satisfaction;
• Advocate for client recommended product and service enhancements;
• Understand and ensure the implementation of clients’ contracted commitments;
• Possess strong organizational skills and attention to detail;
• Strong computer literacy and the comfort, ability and desire to advance technically;
• Enforcement of the company's policies and procedures as articulated in the Policy Manual, Compliance Plan and any other departmental policy documents;
• Demonstrated commitment to athena's Corporate Compliance Code; including escalation of all compliance issues through the chain of command and to the company's Compliance Officer and/or General Counsel.
• Travel required, predicting ~70%
  • For client meetings, trainings, and go live support (both standard and overnight hours), and for internal athenahealth meetings and training sessions.
  • Approximately 20% of this work is spent supporting clients overnight and may include some weekends.

Experience

• Bachelor’s Degree required and relevant Advanced Degree strongly preferred;
• 7+ years of project management experience, including management of projects with significant scope and cross-functional interdependencies;
• 9+ years of experience in a healthcare related field;
• Minimum 2 years leading a team through complex projects;
• Consulting experience preferred;
• Healthcare, medical group operations and/or medical billing experience or knowledge preferred;
• Demonstrated project management skills including the ability to navigate complex politics, project plans, and appropriately manage to plan and within budget;
• Demonstrated ability to lead a team toward a goal

Content Mastery

• athena-certified trainer-level knowledge and detailed understanding on the latest version of the athenaNet application;
• Solid understanding of the entire client life-cycle, including sales, implementation, and account management;
• Solid mastery of revenue cycle management, clinical cycle, and physician practice operations ;
• Solid understanding of the implementation process and the various interdependencies between operations and technology both internal and external;
• Solid understanding of internal operations and their support of and service to clients.

Systems/Applications Knowledge

• Detailed mastery of athenaNet, Sugar CRM, OpenAir, Intranet, and other internal operations systems at athenahealth;
• Mastery of Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, and OneNote.

The Hospital Engagement Manager will ensure the successful implementation of athenahealth’s full suite of integrated services. The EM is responsible for organizing and supervising a team of project managers and associates on each project and for ensuring the appropriate tactics are used to affect the best possible outcomes. The EM is also responsible for building strong relationships with client leadership and resolving issues escalated by both athenahealth and clients. The EM will be responsible for multiple clients simultaneously and is expected to travel nationally up to 70%.
Responsibilities may include, but are not limited to:

• Oversee customer implementations, ensuring strong customer results and compliance with the athenahealth service model;
• Lead and manage project team (consists of members within and outside the department) to ensure timely and effective completion of project assignment and other tasks;
• Mentor and coach Project Managers and Project Associates in their professional growth and specifically in the performance of their project management and implementation tasks;
• Collaborate with other athena departments to ensure coordination and completion of all additional implementation related tasks;
• Ensure clear definition of clients’ implementation responsibilities and that athena’s responsibilities with each client are articulated;
• Liaise with athena and client leaders to build a strong foundation upon which the customer’s relationship with athena will grow;
• Develop subject matter expertise in athena’s core products and services, including deep expertise in the areas of practice management, revenue cycle, clinical workflows, and EHR
• Work with the Sales and Solution Design departments to assist with the closing of prospective customers – activities include, but are not limited to:
  • Custom implementation scope and pricing
  • Pre-contract expectation setting
  • Participation in pre-contract meetings with prospects and the sales department to discuss the implementation process and methodology
  • Practice and staffing assessments
  • Identifying interface needs
  • Vetting revenue cycle or clinical complexities
• Work with the Director of Continuum to maintain an accurate forecast of projected and actual client engagement kick-off dates and client engagement go-live dates;
• Devise approaches to successful deployment in unique and complex client situations;
• Participate in internal department initiatives to build and/or refine tools and processes that support corporate and departmental goals;
• Serve as the escalation point for Project Managers and clients for problem resolution, custom solutions, and implementation timeline adherence;
• Specifically lead Phase I of the implementation for large and/or complex groups, consisting of practice assessment/recommendations and establishment of project governance;
• Participate in onsite kick offs and project governance for large, complex clients ensuring a clear understanding of client’s key metrics prior to an athena implementation and determining clear quantifiable expectations for the customer once fully implemented on athenaNet;
• Ensure a clear understanding of client’s key metrics prior to an athena implementation and determine clear quantifiable expectations for the customer once fully implemented on athenaNet;
• Ensure training sessions meet the standards and quality established by the department;
• Provide onsite support during the “go live” period, if required;

Additional Requirements

• Proven record of connecting emotionally with internal and external stakeholder goals and challenges;
• Work efficiently, sometimes without complete information to close gaps and meet the needs of internal stakeholders and clients alike;
• Possesses acute self-awareness and is able to adapt to support a vision/ goal larger than oneself;
• The EM must be a self-starter, working independently with minimal guidance from others. At the same time, the EM should be an exceptional team player, putting the success of the department and company over individual accolades.
• The EM must be a strong tactical leader, instilling confidence in his/her team, colleagues, and clients;
• Demonstrates exceptional listening skills and align process, people, and resources to meet anticipated needs and goals;
• Willing/excited to work in a fast-paced, but sometimes intense, rapidly expanding company;
• Develop and maintain a deep understanding of best practices and athena’s own unique point of view to use in coaching our clients to manage change during the implementation process;
• Help achieve department scorecard metrics, such as revenue implemented, cycle time, and client satisfaction;
• Advocate for client recommended product and service enhancements;
• Understand and ensure the implementation of clients’ contracted commitments;
• Possess strong organizational skills and attention to detail;
• Strong computer literacy and the comfort, ability and desire to advance technically;
• Enforcement of the company's policies and procedures as articulated in the Policy Manual, Compliance Plan and any other departmental policy documents;
• Demonstrated commitment to athena's Corporate Compliance Code; including escalation of all compliance issues through the chain of command and to the company's Compliance Officer and/or General Counsel.
• Travel required, predicting ~70%
  • For client meetings, trainings, and go live support (both standard and overnight hours), and for internal athenahealth meetings and training sessions.
  • Approximately 20% of this work is spent supporting clients overnight and may include some weekends.

Experience

• Bachelor’s Degree required and relevant Advanced Degree strongly preferred;
• 7+ years of project management experience, including management of projects with significant scope and cross-functional interdependencies;
• 9+ years of experience in a healthcare related field;
• Minimum 2 years leading a team through complex projects;
• Consulting experience preferred;
• Healthcare, medical group operations and/or medical billing experience or knowledge preferred;
• Demonstrated project management skills including the ability to navigate complex politics, project plans, and appropriately manage to plan and within budget;
• Demonstrated ability to lead a team toward a goal

Content Mastery

• athena-certified trainer-level knowledge and detailed understanding on the latest version of the athenaNet application;
• Solid understanding of the entire client life-cycle, including sales, implementation, and account management;
• Solid mastery of revenue cycle management, clinical cycle, and physician practice operations ;
• Solid understanding of the implementation process and the various interdependencies between operations and technology both internal and external;
• Solid understanding of internal operations and their support of and service to clients.

Systems/Applications Knowledge

• Detailed mastery of athenaNet, Sugar CRM, OpenAir, Intranet, and other internal operations systems at athenahealth;
• Mastery of Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, and OneNote.