What are the responsibilities and job description for the Implementation Analyst position at PatientIQ?
Implementation Analyst
ABOUT US
PatientIQ is a fast-growing health tech company headquartered in Chicago, dedicated to improving patient outcomes through innovative software solutions. Backed by top-tier West Coast venture capital, major hospital investors, and others, PatientIQ is committed to driving advancements in healthcare through technology and collaboration.
ABOUT THE ROLE
The PatientIQ Implementation Analyst is a critical team member focused on our customers and ensuring that they get the most out of the PatientIQ product, network, and services. The purpose of an analyst is to lead the company’s customer-facing product implementations as well as support internal organizational initiatives. This role is responsible for the direction, coordination, and completion of their implementations while remaining aligned with overarching goals and priorities.
ROLE RESPONSIBILITIES
- Support the successful implementation of our customers from sales through Customer Success hand-off while continuously improving the efficiency and quality of the information provided through the implementation workflows. This individual will be measured on how quickly they can move a client through the stages of implementation to first value, as defined by an initial patient enrollment.
- Lead smaller customer implementations and support large business customer implementations by owning tasks such as platform build and leading tasks such as requirements gathering or end user training with the support of the Director of Implementation or more senior team members.
- Drive the successful and timely completion of tasks to achieve customer organizational goals, including the identification and mitigation of risks and issues which may impact the project and the timeline, while escalating issues to Director of Implementation when necessary.
- Communicate effectively and build strong peer-to-peer relationships with project stakeholders, both internally and externally through both verbal and written communications.
- Assist Director of Implementation with process and training documentation and streamlining the Implementation process.
- Maintain and regularly update the PatientIQ CRM with client notes, new users, and any other relevant information to assist the Customer Success team.
- 2 years of experience participating in SaaS implementation projects using a standard project management methodology, ideally within a customer success team.
- Strong work ethic with a willingness to take the initiative and handle tasks across multiple projects simultaneously
- Excellent organizational and communication skills
- Ability to prioritize tasks, regularly communicate progress, and meet established deadlines
- Ability to manage day to day tasks, but also see the bigger picture of the account
- Collaborative mindset to effectively work across internal teams across PatientIQ
- Ability to travel at least 25% annually
- Proficient in all Microsoft Office Suite products (Word, Excel, PowerPoint)
NICE TO HAVES
- Experience working at a growth-stage SaaS company or as an intrapreneur in a larger company
- Experience with a CRM and other tools for tracking customer communication, knowledge management and support tickets
- Healthcare experience, especially experience working with integrating Electronic Health Records
- Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.
- We are Mission Driven - our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
- True Idea Meritocracy - great ideas win out. We encourage all team members to challenge the status quo because our mission demands this.
- Flexible Time Off - we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
- World-Class Team - we’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.
- Fast Growing - we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.
