Manager, Implementations
Job Summary
The Manager, Implementation is a people manager and technical leader responsible for overseeing and supporting CTC’s team of implementation analysts across all implementing applications. This role provides mentorship, day-to-day guidance, and escalation support to ensure analysts are equipped to deliver high-quality builds across concurrent projects and workstreams. The Implementation Manager serves as a bridge between the analyst team and CTC project leadership, ensuring clear communication, consistent delivery, and a strong team culture.
Responsibilities
Directly managing and supporting a team of Application Analysts across multiple simultaneous Epic implementations and applications
Setting clear expectations for analysts at each phase of the implementation, including defining deliverables, timelines, and quality standards
Motivating, coaching, and showing appreciation for team members to foster a high-performing and engaged team culture
Appropriately matching team member skills and strengths to project responsibilities and workstreams
Conducting regular one-on-ones and team check-ins to discuss deliverable status, shared issues, end-user concerns, and upcoming milestones
Identifying and supporting analyst development needs, providing guidance on lessons learned and key success factors
Providing hands-on guidance to analysts on Epic application build, workflow design, and system testing based on direct prior implementation experience
Serving as an escalation point for build issues, technical questions, and complex workflow challenges that analysts encounter during implementations
Guiding workflow design, build, and testing activities, and helping analysts analyze and resolve technical issues
Supporting analysts in owning integrated efforts that span multiple applications (e.g., Facility Structure, Data Conversion, Cutover, etc.)
Leveraging deep Epic expertise to provide real-time guidance and quality oversight across workstreams
Supporting the Director of Implementations in coordinating analyst activities across multiple projects and workstreams
Participating in weekly project team meetings and stakeholder meetings with health center leadership as needed
Reviewing project and issue status on an ongoing basis and escalating to CTC leadership as appropriate
Reinforcing the importance of projects with health centers, CTC leadership, and the analyst team through consistent, clear communication
Required Skills
Must be able to remain in a stationary position 50-75% of the time
Demonstrating flexibility with respect to changing end-user business needs
The ability and willingness to see things in an open-minded way and examine an idea or concept from as many angles as possible
The ability and willingness to take ownership of work activities and ensure that they are completed in an accurate, efficient, and timely manner
The ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others
The ability to communicate information clearly and concisely with project leadership and subject matter experts
The ability and willingness to learn new software and systems
Listening attentively to ensure that the intended message has been accurately received, holding responses until the person has finished making his/her point, and repeating information to ensure accuracy
Seeking, logically examining, and interpreting information from different sources to determine a problem’s cause and developing a course of action to resolve the problem and to prevent its recurrence
The ability to gain trust and establish effective relationships with Epic counterparts
The ability to persevere in difficult situations, overcome obstacles, and reach high
Desired Other Skills
Familiarity with the MassHealth ACO program
Familiarity with Federally Qualified Health Centers
Experience with anti-racism activities, and/or lived experience with racism is highly preferred