About us:

Grand Rounds is a new kind of healthcare company. Founded in 2011, the company is on a mission to raise the standard of healthcare for everyone, everywhere. The Grand Rounds team goes above and beyond to connect and guide people to the highest quality healthcare available for themselves and their loved ones. Grand Rounds creates products and services that give people the best possible healthcare experience. Named a 2019 Best Place to Work by Glassdoor and Rock Health’s 2018 Fastest Growing Company, Grand Rounds works with inspiring employers and doctors to empower them to be the change agents we need to make our shared vision a reality.

Does engaging with customers and delivering results energize you? Are you a relationship-builder who is organized and detail-oriented? Are you passionate about bringing a world-class medical experience to millions of employees and their families?

We are looking for results-oriented Implementation Managers to join our team and continue our rapid pace of customer growth. This person will represent Grand Rounds throughout the implementation to key customers and thus will embody the Grand Rounds passion for providing high quality healthcare to everyone, everywhere. 

In this position you will be responsible for the successful planning, coordination, and implementation of projects to ensure business goals and objectives are accomplished within designated timeframes and budgets.

During your first 30 days, you will:

• Onboard with the Grand Rounds team
• Participate in internal learning of all products, tools, and resources available to you
• Become familiar with our offerings and implementation process. 
• Learn how to talk to customers about Grand Rounds

During your first 60 days, you will:

• Achieve a level of comfort with our product offerings to present Grand Rounds in a pitch
• Lead customer, carrier and employee discussions
• Assist in the implementation of Grand Rounds Customers under the leadership of experienced Customer Operations Managers. 

During your first 90 days, you will:

• Independently lead complex customer implementations
• Gain an understanding of customer needs and priorities
• Demonstrate a mastery of the Grand Rounds suite of products

Responsibilities:

• Lead the implementation of employer customers, owning project management, and maintaining key documentation
• Create project plans, including deliverables, activities, and timelines
• Lead Implementation kick off meeting with customer and subsequent ongoing implementation touch points
• Lead Implementation kick off meeting with carriers/TPAs and subsequent ongoing implementation touch points
• Collect, document and disseminate customer specific implementation details to key stakeholders
• Lead data collection and integration efforts with customer vendor partners
• Serve as the primary relationship owner for employer customers and their vendor partners during the implementation, maintaining regular contact with key internal and external stakeholders
• Collaborate with internal teams to identify innovations to better serve Grand Rounds customers and patients
• Assess, manage, resolve and escalate (if necessary) risks and issues
• Leave customers feeling delighted after every interaction

Requirements

• Minimum 4+ years of software or service implementation experience
• 3+ years of healthcare experience
• PMP certification preferred
• Experience with project management software (Jira, Asana, MS Project, etc)
• Demonstrated ability to build relationships with customers and vendor partners
• Outstanding track record of exceeding customer expectations
• Excellent verbal and written communication skills
• Strong results-orientation
• Superb customer empathy
• Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level
• Demonstrated ability to work cross-functionally in a fast-growing organization
• Entrepreneurial core; ability to innovate, think outside the box, and solve problems creatively
• Detail oriented with the ability to manage multiple implementations at one time
• Passion for the Grand Rounds product suite; belief that these platforms are transforming how we access and utilize healthcare
• Willingness to travel (estimated 20%) - note, this does not apply currently due to COVID-19

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Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.