THE POSITION

As a Health Systems Onboarding Project Manager at VaxCare, you will have the opportunity to represent our company to our Enterprise and Health System partners. Your goal will be to help them fully leverage VaxCare’s technology platform to administer patient care and deliver the triple aim of healthcare: lower costs, better outcomes, and improved patient experiences.

In this role, you will establish yourself as a dependable and trusted advisor who understands the business and immunization program goals and unique configuration of our Health System partners. You will accelerate their time to value realization from VaxCare’s technology platform by managing relationships and stakeholder dynamics, owning the onboarding process, driving product adoption, and acting as the Voice of the Partner (VOP). You will also meet specific performance metrics related to quality, productivity, and effectiveness within a portfolio of accounts. As an influencer and leader, you will get things done through others.

We are looking for someone who is passionate about project management, collaboration, and creative problem-solving. In this role, you will play a central and critical role in managing the end-to-end onboarding process through to post-go-live and you will collaborate with team members across VaxCare and our Health System partners. If this resonates with you, this could be the perfect fit at an exciting and growing company!

WHAT TO EXPECT IN THIS ROLE

• Project Management of assigned Enterprise and Health System Accounts (4-6 at any one time)
  • Oversee, understand, and own the entire onboarding process from pre-sales through 180 days post-go-live. Including technology ecosystem.
  • Lead and ensure smooth and consistent communication regarding project expectations and timelines to team members, stakeholders, and vendors to ensure project goals are met and ensuring all teams know their responsibilities
  • Coordinate with sales, implementation, and support teams to ensure seamless transition and handoffs.
  • Develop and manage project plans, timelines, and milestones for onboarding projects through SalesForce and other internal tools.
  • Facilitate internal and external stakeholder meetings and ensure all parties are aligned and accountable.
  • Monitor and report on project progress, identifying and mitigating risks and issues.
  • Ensure customer satisfaction by delivering a smooth and efficient onboarding experience, while also acting as a partner advocate and gathering their feedback (Voice of Partner).
  • Create and maintain onboarding documentation, including process guides and training materials.
  • Provide regular updates to senior management on project status, insights, outcomes and wins.
  • Own escalations and contingency plans, ensure the right teams are engaged at the right time, in the right way. Assess, manage, resolve and escalate as appropriate.
• Details of onboarding: Execute the many daily administrative tasks that result in VaxCare Partners starting well, including but not limited to: Data validation and data entry of new partner; working with third-party vendors to coordinate data extraction, integration, or manufacturer setup; working with internal teams to coordinate data extraction, integration, or manufacturer setup; ensuring timely Hub delivery; oversight of additional VaxCare programs; troubleshooting data inconsistencies across internal tools; assisting with contract expansions; ensuring accurate Go Live Dates and other Market Team metrics; Collaborate with PSM/AE to monitor partner performance post-Go Live via the use of scorecards or other tools; and coordinate with PSM/AE to complete a strong hand off from Onboarding Team to Customer Care Team.
• Meet and exceed Key Performance Metrics that are aligned to partner and VaxCare success to include timely product delivery, time to value realization, and partner satisfaction.
• Implement feedback mechanisms to continuously improve the onboarding process: Build on best practices, Develop playbooks, Maintain RCA’s, and Create automations to name a few.
• Train and mentor junior team members on best practices and processes.
• Ability to travel up to 20% of the time, including overnight travel
• Other duties as assigned.

EXPERIENCE REQUIRED

• 3+ years of project management experience, preferably in onboarding or customer success roles.
• Familiarity with CRM systems (e.g., Salesforce).
• Proven track record of managing complex projects with multiple stakeholders, staying on top of the details while meeting established goals and metrics.
• Excellent organizational, planning and time management skills for handling multiple and conflicting priorities/projects simultaneously
• Strong understanding of and experience with project management methodologies and tools.
• Excellent consultative communication and interpersonal skills to effectively manage stakeholder relationships.
• Demonstrated leadership success on a project or team, with or without the formal leadership title.
• Experience in fast-paced environments, ability to find constructive paths forward
• Ability to make sound decisions autonomously with available information and research in the face of ambiguity.
• Continuous improvement mindset, aimed at driving increased efficiency using supporting tools & technology.
• Knowledge of customer success best practices and strategies.

EXPERIENCE PREFERRED

• Proficiency in analyzing data and metrics to drive decision-making and improvements.
• Experience managing a team and/or team’s queue
• Cross functional team management experience
• Experience in enterprise software or SaaS environments.
• PMP or similar project management certification.
• Background in change management or organizational development.

QUALITIES OF THE IDEAL CANDIDATE

• Humility and Kindness.
• An ability to help those around you be better.
• Demonstrated experience adapting, learning new skill sets, and gaining an understanding of operational challenges – someone with a growth mindset
• High energy and engaging personality with the ability to convey patience, leadership and calm in stressful situations.
• Self-motivated and curious
• Sense of ownership and responsibility for your work
• Results-driven and execution-oriented personality, ready to step in and make things happen.

Note: Team Members in this position will be responsible for implementing and acting in accordance with VaxCare’s information security policies; protecting assets from unauthorized access, disclosure, modification, destruction or interference; executing specific security processes or activities as assigned by the Information Security and/ or Privacy officers; and reporting security events or potential security risks to the organization. Team Members in this role will be involved in the processing of protected patient and/or payment information and will be responsible for ensuring the security and privacy of the information within their scope of work