Director, Product Implementation and Support
Yuvo, United States
Job Description
About Yuvo
Yuvo works to increase access to primary care by supporting federally qualified health centers (FQHCs), the institutions that have dedicated the most to care for underserved communities. We work with FQHCs to help scale the quality of care they provide by providing access to new payment systems, developing and optimizing operational infrastructure, and convening partnerships in the broader care ecosystem so that they can increase their capacity and deliver the highest quality of care to their communities.
About the Role
Yuvo is hiring a Director of Product Implementation amp; Support to join our Product Team. In this role, you will be responsible for executing data-related contract terms with health plans and federally qualified health centers (FQHCs) during the onboarding process. Using your process improvement, customer support, and technical troubleshooting skills, you will also be accountable for sustaining best in class user experience for Yuvo’s in-house developed solutions. You thrive in fast-paced environments, enjoy a strong team culture and are excited by the opportunity to make an impact with tech-enabled solutions that support patients most critically in need of attention.
This is a fully remote position for employees based in the United States.
There can be up to 50% market travel depending on the identified needs of our FQHC partners.
What You’ll Do
- Run implementation, onboarding, and support projects while collaborating effectively with clinicians, operations, engineering, and other stakeholders
- Ensure contract compliance for data-related terms and conditions
- Work collaboratively across functional areas to ensure operational and technical readiness when onboarding health plans and FQHCs
- Work directly with health plans and FQHCs for execution of data-related onboarding requirements
- Establish secure, accurate, and scalable data exchange with health plans and FQHCs
- Develop and manage scalable best-in-class onboarding processes, service standards, and workflows to support rapid growth across products, LOBs, and attributed patients
- Design and implement processes, tools, and structures necessary to consistently deliver high-quality health plan, FQHC, and vendor implementations
- Act as a point of escalation during implementations and product support
- Manage product and vendor implementations, operational and system readiness, change management, and training
- Analyze report-based analytics to identify insights on products
- Establish and communicate KPI's and measurements that drive continued improvement for implementation and product development
- Manage the effectiveness and efficiency of product support and performance by creating and monitoring standard, custom, and benchmark reports
- Create and develop monthly reporting on performance of products and vendor integrations along with areas to improve/grow
- Serve as a primary advocate to product management and Ramp;D for product enhancements, process development and technical/content delivery
- Lead a team of Product Support Specialists
- Any other duties that are reasonably required
Requirements
What You’ll Bring
- Bachelor’s degree in Computer Science, Management Information Systems, or Engineering is preferred; 10+ years of experience working with a highly technical implementations team may be considered in lieu of a degree
- In-depth knowledge of technology and health care
- Experience with Risk Adjustment and HEDIS
- Expertise in communicating clearly, influencing others, leading teams, getting buy-in from leadership, and managing stakeholders in a matrixed organization
- Experience working with Medicare Advantage and Medicaid
- Experience working with clinical interoperability standards such as HL7, FHIR
- Experience working directly with healthcare data
- Demonstrated deep expertise in scalable processes and metrics-based management to achieve organizational and departmental goals
- Exceptional communication (written and oral) skills and the ability to work well with people at all levels are essential
- Experience with Google Suite (Docs, Slides, Forms, etc)
- Experience with support desk management
- Presentation skills; comfortable speaking to groups of six or more people
- Proficiency in various process mapping and documentation tools (Confluence, LucidChart, Shortcut, etc.)
- Experience with Agile project methodology
- Strong attention to detail and diligence
We’d Love To See
- Experience working in an early stage startup, and desire to work in a fast-paced, small team environment
- Demonstrated willingness an