If you or a loved one has ever experienced a major medical event, you know how overwhelming it is to process the flood of information that follows—whether it’s hastily delivered guidance from your doctor, or a pile of paperwork on managing your recovery. And once you get home, it can feel impossible to know where to start, or how to stay on track to reach your health goals.

At Wellframe, we’re helping healthcare organizations fill this gap, so people can get the holistic resources and support they need to feel their best, outside traditional care delivery settings. Through our patented platform, Wellframe translates evidence-based, peer-reviewed guidelines and literature into an interactive daily checklist delivered to patients through the Wellframe mobile app. As patients engage with the Wellframe app, their data is shared in real time with their care team through the care team dashboard, which utilizes advanced algorithms to generate early intervention alerts. With secure two-way messaging, Wellframe facilitates long-term, trusted relationships between patients and care teams.

Role Overview:

We are looking for an exceptional Director of Implementations to manage and scale the implementation and delivery of Wellframe’s technology-based solution for our payer and provider clients. As Director of Implementations, you will lead internal and client teams to prepare new clients for go-live with the Wellframe solution as well as new rollouts with established clients. This role will involve implementation strategy and methodology development, capacity planning, client relationship management, and people management. The primary responsibilities include positioning clients for long-term success, continuously improving our implementation strategy and processes, working with our Sales and Account Management teams to enable successful handoffs, and ensuring that our implementations are efficient, effective, on target, and an overall positive experience for all involved.

This dynamic individual will be adept at understanding and anticipating the priorities and concerns of both internal and client teams -- across business, technical, and clinical stakeholders. In addition to being a strategic thinker and growth-oriented, s/he will have strong relationship management skills, a problem solving mindset, and an intrinsic drive to understand our end users and master the operational details. The Director of Implementations will report to the VP of Client Strategy and Operations.

Areas of Responsibility:

Implementation strategy, process & methodology:

• Define and refine strategy and processes to support multiple client implementations -- of varying size & complexity -- at scale across payer and provider markets 
• Develop innovative new processes and tools that enable continuous improvement in design and delivery, including handoffs with Sales and Account Management
• Own the implementation “playbook” and methodology, including how we position and package our implementation services to clients pre-contracting and during the implementation

Client execution:

• Oversee all aspects of client launch, including strategic vision, detailed project plan and requirements design, implementation management, documentation, and handoff to Account Management so that Wellframe is well-positioned to address clients’ business needs (current and emerging), achieve partnership metrics of success, and support partnership expansion and growth 
• Work with senior leadership to establish and define project scope and requirements for the purpose of translation into tasks, schedule, and assignments
• Proactively identify, analyze, mitigate, document, and control any risks or issues that surface during implementation
• Drive tech-enabled transformation of clients’ clinical and member engagement service lines by aligning client and Wellframe goals and vision 
• Develop and maintain strong relationships with senior client stakeholders to deliver contractual obligations, increase client engagement and value creation, and ensure client referenceability 
• Provide ongoing and post-implementation communication to facilitate the client transition to Wellframe’s Account Management and Support teams

Internal management & coordination:

• Manage the tracking and analysis of multiple projects and their key performance indicators, tasks, and milestones, while also remediating possible or current issues, risks, overflows, deficits, as well as recommended solutions
• Develop and facilitate process and performance improvement initiatives
• Manage and lead cross functional teams on resource planning, availability, and allocation according to projects pipeline
• Lead, manage, and develop a best-in-class implementation team
• Own team capacity planning and staffing assignments 
• Set goals for the implementation team and be accountable for achieving team and client implementation metrics
• Leverage client data, internal retrospectives, and user feedback to share insights to support Wellframe’s product and service innovation 

Education, Experience & Skills Required:

• Bachelor's degree; Master’s degree preferred
• 10+ years of experience building and managing implementation organizations, including 5+ years of implementation or large healthcare technology project management experience 
• Extensive experience and a track record of leading, motivating, and developing teams to achieve exceptional outcomes
• Strong client management relationship skills with a demonstrated ability to deliver complex projects involving multiple stakeholders at different levels of the organization
• Experience with developing implementation and project management methodologies, tools, and efficiencies with implementations
• Experience managing budgets, P&Ls, and capacity planning
• Exceptional written, verbal, and presentation skills

Behaviors & Abilities Required:

• Natural leader with strong relationship building skills to partner with clients and lead internal teams
• Proven ability to ascertain client and end user needs through active listening skills, and consultatively work with clients to achieve business objectives
• Adept at managing the technical requirements of an implementation but also the “people” side - including staff workflow development and staff change management and training
• Understanding of the strategic implications of internal and external implementation decisions and details; skilled at navigating teams toward a recommended path
• Clear understanding of payer, provider, and other key stakeholders in the healthcare market landscape
• Work style that reflects Wellframe’s Core Values of Tenacity, Collaboration, and Humility
• Must be willing to travel up to 30%

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.