National Customer Care, Project Delivery Lead

About the role

The National Customer Care, Project Delivery Lead will manage and execute strategic projects that improve customer care operations, with a primary focus on supporting Athena EHR implementation initiatives. This role will oversee project planning, implementation readiness, training coordination, onboarding, workflow adoption, go-live activities, and post-launch support. The position will also develop and maintain standard operating procedures, governance standards, performance metrics, and continuous improvement initiatives while partnering with cross-functional teams and stakeholders. Contract Duration: Through the end of 2027. Location: Remote.

Responsibilities

• Lead regional and national customer care projects that drive operational improvement and support Athena EHR implementation.
• Develop detailed project roadmaps with timelines, milestones, deliverables, dependencies, and resource requirements.
• Drive projects through implementation, testing, training, onboarding, go-live, and stabilization while monitoring risks and decisions.
• Develop, maintain, and standardize SOPs and approved Athena workflows to promote consistency and operational excellence.
• Ensure project documentation and communications are clear, concise, accurate, and aligned with current practices.
• Maintain detailed change logs and provide stakeholders with regular updates on project status, risks, dependencies, changes, and next steps.
• Facilitate project review, Athena implementation, readiness, and related stakeholder meetings.
• Identify project risks and develop mitigation strategies to keep initiatives on track.
• Establish and monitor KPIs to evaluate process effectiveness, efficiency, and project outcomes.
• Partner with Learning and Development to develop and deliver training content, including Athena onboarding, workflow education, implementation training, and reinforcement support.
• Establish feedback loops with frontline teams to identify opportunities for improving customer care processes, Athena workflows, training, and post-launch support.
• Identify and incorporate relevant best practices and innovative solutions to improve operational processes.
• Allocate resources effectively across implementation, testing, training, and go-live activities.
• Collaborate with cross-functional teams and operational stakeholders to optimize intake workflows and streamline processes.
• Serve as a subject matter resource for National Customer Care projects, providing guidance and recommendations to stakeholders.
• Develop working knowledge of Athena and coordinate with appropriate subject matter experts as needed.
• Champion process improvement and operational excellence initiatives.
• Provide training and mentorship to team members to support continuous learning and professional development.
• Manage multiple priorities in a fast-paced environment while maintaining project quality and timelines.

Requirements

• Bachelor’s degree and at least 2 years of experience in project delivery, organizational development, or a related field; an associate degree with 4 years of relevant experience will also be considered.
• At least 3 years of experience in a healthcare environment, preferably within medical or mental health practices.
• Demonstrated experience supporting or leading Athena EHR implementation projects; recent Athena experience is strongly preferred.
• Experience with Electronic Health Record (EHR) systems and contact center technologies.
• Proficiency with Microsoft Office Suite and project management tools such as MS Project, Monday.com, or similar platforms.
• Strong knowledge of medical and commercial insurance terminology.
• Strong understanding of patient intake processes, workflows, and documentation standards.

Skills

• Demonstrated ability to develop and execute detailed project plans, including implementation, training, onboarding, testing, go-live, and stabilization activities.
• Strong planning, organizational, analytical, and time-management skills with exceptional attention to detail.
• Ability to manage change effectively, lead others through transitions, build buy