Director, Technology Implementations - Workflow

About the role

The Director, Technology Implementations - Workflow is responsible for leading the successful implementation, adoption, optimization, and ongoing support of the collections workflow platform. The Director serves as the primary bridge between Product, Analytics, Data, Operations, Client Delivery, and Support teams to ensure that the platform continues to evolve while delivering measurable client outcomes. The Director will own the implementation roadmap, guide product enhancements, manage a team of implementation and support professionals, and drive continuous improvement across implementation, onboarding, and support processes.

Responsibilities

• Serve as the owner and primary advocate for the collections workflow platform
• Lead implementation efforts for new collections clients and existing client expansions
• Oversee solution design, workflow configuration, testing, training, go-live, and stabilization activities
• Ensure successful integration of client data, workflows, and operational processes into the platform
• Drive implementation best practices, standards, templates, and governance
• Identify implementation risks and proactively develop mitigation strategies
• Establish scalable implementation methodologies to support continued growth
• Partner with Product, Operations, and Engineering to define product vision, priorities, and roadmap
• Gather feedback from implementations, operations teams, and clients to identify enhancement opportunities
• Build, mentor, and lead a team of implementation consultants and solution analysts
• Create a culture of accountability, innovation, ownership, and continuous learning
• Establish performance metrics, implementation KPIs, support SLAs, and operational dashboards
• Drive continuous improvement initiatives across onboarding, support, and product adoption processes
• Develop team capabilities in technical troubleshooting, workflow optimization, and client consulting
• Act as the primary escalation point for complex implementation and support issues
• Facilitate alignment between business requirements and technical execution
• Ensure stakeholder transparency through executive reporting and regular status communications
• Oversee post-go-live client support and transition to steady-state operations
• Partner with support and development teams to resolve high-priority client concerns
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Understand and comply with Information Security and HIPAA policies and procedures at all times
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties

Requirements

• Bachelor's degree in Healthcare Administration, Computer Science, Information Systems, Engineering, Data Analytics, or a related field
• 7+ years of experience in healthcare technology, software implementations, product management, or technical operations
• 3+ years leading implementation, support, consulting, or product-focused teams
• Experience serving as a Product Owner, Solution Owner, Technical Lead, or Implementation Leader
• Proven experience managing complex software implementations
• Comfortable presenting to executives, clients, and technical teams with the ability to communicate complex concepts clearly and effectively
• Strong SQL skills with the ability to write complex queries, analyze datasets to validate implementation results
• Knowledge of healthcare data transactions including 837, 835, 277
• Knowledge of AWS Cloud technologies, AI/ML-enabled healthcare applications preferred
• Proficiency in Microsoft Office Suite
• Strong interpersonal skills, ability to communicate well at all levels of the organization
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results oriented
• Excellent written and verbal communication skills required

Schedule

Willingness to work a flexible schedule and outside of normal business hours as needed.

Working Conditions

• Travel to client sites may be required up to 5% annually
• Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes

Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.

Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.

Work Environment: The noise level in the work environment is usually minimal.