Director of Client Implementations

Who we are

Healthcare is more confusing, more costly, and more complex than ever. Transcarent is a health and care experience company on a mission to empower Members to stay healthy by providing them with unbiased information, trusted guidance, and easy access to high value care where and when they need it. 

You will be part of a world-class team, supported by top tier investors like 7wireVentures and General Catalyst, and founded by a mission-driven team committed to transforming the health and care experience for all. We closed on our Series C funding in January 2022, raising our total funding to $298 million and enabling us to respond to the demand for rapid expansion of our offering.

Transcarent is committed to growing and empowering a diverse and inclusive community within our company. We believe that a team with diverse lived experiences, working together will strengthen our organization, and our ability to deliver "not just better but different" experiences for our members. 

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.

What we look for in our teammates 

We are looking for teammates to join us in building our company, culture, and Member experience who: 

• Put people first, and make decisions with the Member’s best interests in mind 
• Are active learners, constantly looking to improve and grow 
• Are driven by our mission to measurably improve health and care each day 
• Bring the energy needed to transform health and care, and move and adapt rapidly 
• Are laser focused on delivering results for Members, and proactively problem solving to get there 

What we look for in this role...

 

The Client Implementations team’s goal is to warmly welcome clients and their members to Transcarent and to do so in a way that improves client satisfaction while reducing time that clients spend in implementations. Implementations play a strategic part in the client lifecycle at Transcarent, which reflects a transition from contracted revenue to actualized revenue, savings for the client, and exceptional experiences for their members. The Director of Client Implementations (“The Director”) is responsible for supporting and inspiring a team of implementation managers and the matrixed project teams they lead to ensure excellent Transcarent launch experiences for our clients. The Director, through the teams, will oversee implementations of new clients and upsell accounts while constantly improving performance and process.  

 

The Director will ensure project teams achieve operational excellence through adherence to methodologies and contracts, best practices of project leadership, and demonstrating an obsession with excellent client and internal communications. Accountability is based upon delivering implementations on time, in alignment with our values, the contract, and meeting or exceeding client expectations and our Outcomes and Key Results (“OKRs”). The Director is expected to balance and forecast capacity against current and pipeline projects and use data driven criteria to estimate effort and slotting.  

 

This role is a strategic and programmatic liaison to Transcarent cross functional leaders such as Account Executives, Sales, Legal, Solutions, Marketing, and the Executive Leadership Team. The Director must demonstrate deep experience in people leadership, digital health care markets, client implementations, and resource (direct report and matrixed) management. This role requires a profound understanding of complex business issues with the ability to pivot, develop, and support courses of action to resolve issues thoughtfully, decisively, and durably.  

 

  
Essential Duties and Responsibilities include the following. Other duties may be assigned.  

• Provides strategic and operational leadership to managers for the successful implementation of all clients, ensuring excellence in delivery leading to a referenceable client with satisfaction scores that meet or exceed our targets.
• Establishes best practices, controls (direct assessments, multi-faceted project audits, policy, and procedure compliance reviews) to ensure implementations are of the highest quality. 
• Monitors and provides real time feedback as to team and individual behaviors against organizational goals and values.
• Partners closely with and facilitates strategic planning with Director, Strategy and Operations and other stakeholders to address rapidly changing client or internal business demands
• Leads continuous process improvement planning and execution activities.
• Ensures report outs at all levels are current, accurate, and concise (team Jira boards, Executive dashboards, verbal status updates - both client-facing and internal) 
• Attends to staff development and satisfaction needs and takes regular action to encourage growth, staff happiness, and retention 

 

More Details 

When executing Client Implementation leadership responsibilities, the Director will: 

• Contribute to legal, financial and project processes and assets, developing innovative plans and program architecture
• Provide oversight to initial and ongoing risk management
• Provide clear, concise, and timely communication with internal stakeholders
• Oversee and ensure first time quality on project deliverables
• Develop and manage the client relationship, as needed
• Understand and own the program / project-based P&L
• Represent Client Implementations in external client oversight meetings and presentations such as RFI reviews, Bid Pursuit Meetings, Pre-Implementation and Handoff meetings, escalations 

The Director will provide clear, timely communication to executives and serve as a single escalation point; rapidly synthesizing and succinctly communicating issues, including providing root cause, impact, and resolution recommendations.  

When executing line management responsibilities, the Director will: 

• Demonstrate leadership qualities consistent with Transcarent values  
• Manage the work, escalating with recommendations only after diligent pursuit of resolutions is exhausted 
• Solve problems and improve work processes
• Network effectively
• Manage employee performance
• Develop staff skills and provide opportunities for growth through stretch projects
• Motivate and communicate
• Hire and “always-board” staff effectively
• Attend to administrative necessities reliably and thoroughly 

The Director serves as a role model and coach for the team by effectively managing and inspiring staff, maintaining high morale. The Director will ensure staff are skilled and empowered to maximize performance and are taking advantage of our copious benefits (especially FTO).  

Qualifications  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

• Integrity: holds oneself to the absolute highest professional standards, is someone people want to work with and for; caring deeply about the teams and their growth
• Positivity: strong collaboration and motivational ability; can maintain enthusiasm and encouragement throughout ongoing challenges, ambiguity, and high pressure
• Stamina: ability to create a sense of urgency while maintaining a proactive, solutions-based approach to work
• Better: works effectively within the Business Planning and Execution department and across teams to invest in ways to make our implementations easier and more predictable for clients and Transcarent
• Candor: earns the confidence and trust of others through honesty and authenticity
• Pioneering: readily embraces and promotes innovation while focusing on our vision, applying a growth mindset, rejecting status quo and mediocrity
• Generous: is successful when others are successful - inspires others to achieve and support goals and is adaptable, thoughtful, and gracious when partnering with others
• Credible: builds trust quickly both internally, with clients and partners through structured and personal interactions; acts as an advisor and becomes involved in decision-making processes
• Ability to capitalize on diverse backgrounds and viewpoints to increase the effectiveness and development of teams
• Proven record of accomplishment developing client relationships at the senior level
• Comfortable translating digital / technical capabilities into customer benefits
• Effectively understands and uses positional authority to deliver messages 
• Independently anticipates and resolves complex matters; knows when to escalate to - after analyzing risk, options, and impact  
• Successfully contributes to a culture that adheres to Transcarent’s values, and ensures apparent adoption of these values in project teams and direct reports 
• Effectively uses expert skills in communication, persuasion, listening, and synthesizing information 
• Nimbly reprioritizes, guides others, and drives performance through periods of transformation and rapid directional changes 
• Excellent (prepared, compelling, clear, concise) documentation and presentation skills; comfortable presenting in front of large, diverse, primarily remote groups, including senior executives, partners, and clients
• Expert capabilities with standard business tools (i.e., Power Point, Excel, Word, SharePoint) and an aptitude in project planning technologies to support the business (Jira, Confluence, Lucid Chart)
• Proven expertise in project management methodologies and frameworks is required, preferably in healthcare IT/consulting or health insurance carrier organization preferred.
• Project management certification (e.g., PMP, CSM) is preferred.   

Education/Experience  

• Bachelor’s Degree in Business or related field  
• 10 years of senior leadership experience in healthcare and/or technology industry, ideally in position(s) overseeing client-facing projects or programs.  
• 7 years of effective people leadership, developing high-performing teams 
• Experience in implementing multi-platform, multi-solution clinical or insurance carrier systems 

 

People Leader Responsibilities  

This job has people leader responsibilities: carries out people leader responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training staff; planning, assigning, and directing work; appraising performance; rewarding and disciplining staff; addressing complaints and resolving problems, forecasting, and balancing resource needs against pipeline, continual prioritization of effort against rapidly changing organizational needs.  

Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the employee is regularly required to speak or hear. The employee is regularly required to sit or stand for prolonged periods of time. Most of this role will use standard office equipment with quiet to moderate noise levels.  

Work Environment  

This position can operate remotely or in a professional office environment.  

Travel Expectations  

This position may require 25% domestic travel.  

Computer Skills  

Proficient in Microsoft Office suite, Zoom, and Outlook. Experience with Atlassian, Jira and Confluence preferred. Experience implementing integrated digital solutions is also preferred.   

Language Ability:  

Ability to professionally write reports, business correspondence, and procedure documents. Ability to effectively present information and respond to questions from groups of leaders, clients, customers, and the public.  

Reasoning Ability:   

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited information or details exists.   

Location

You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US.

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!