Director, Technology Implementations - Workflow

Job Purpose

The Director, Technology Implementations - Workflow is responsible for leading the successful implementation, adoption, optimization, and ongoing support of the collections workflow platform. The Director, Technology Implementations - Workflow serves as the primary bridge between Product, Analytics, Data, Operations, Client Delivery, and Support teams to ensure that the platform continues to evolve while delivering measurable client outcomes.

The Director, Technology Implementations - Workflow will own the implementation roadmap, guide product enhancements, manage a team of implementation and support professionals, and drive continuous improvement across implementation, onboarding, and support processes.

Duties & Responsibilities

Serve as the owner and primary advocate for the collections workflow platform

Lead implementation efforts for new collections clients and existing client expansions

Oversee solution design, workflow configuration, testing, training, go-live, and stabilization activities

Ensure successful integration of client data, workflows, and operational processes into the platform

Drive implementation best practices, standards, templates, and governance

Identify implementation risks and proactively develop mitigation strategies

Establish scalable implementation methodologies to support continued growth

Partner with Product, Operations, and Engineering to define product vision, priorities, and roadmap

Gather feedback from implementations, operations teams, and clients to identify enhancement opportunities

Build, mentor, and lead a team of implementation consultants and solution analysts

Create a culture of accountability, innovation, ownership, and continuous learning

Establish performance metrics, implementation of KPIs, support SLAs, and operational dashboards

Drive continuous improvement initiatives across onboarding, support, and product adoption processes

Develop team capabilities in technical troubleshooting, workflow optimization, and client consulting

Act as the primary escalation point for complex implementation and support issues

Facilitate alignment between business requirements and technical execution

Ensure stakeholder transparency through executive reporting and regular status communications

Oversee post-go-live client support and transition to steady-state operations

Partner with support and development teams to resolve high-priority client concerns

Other duties as assigned

Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.

Understand and comply with Information Security and HIPAA policies and procedures at all times.

Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties.

Qualifications

Bachelor's degree in Healthcare Administration, Computer Science, Information Systems,  Engineering, Data Analytics, or a related field

7+ years of experience in healthcare technology, software implementations, product management, or technical operations

3+ years leading implementation, support, consulting, or product-focused teams

Experience serving as a Product Owner, Solution Owner, Technical Lead, or Implementation Leader

Proven experience managing complex software implementations

Comfortable presenting to executives, clients, and technical teams with the ability to communicate complex concepts clearly and effectively

Strong SQL skills with the ability to write complex queries, analyze datasets to validate implementation results

Knowledge of healthcare data transactions including 837, 835, 277

Knowledge of AWS Cloud technologies, AI/ ML-enabled healthcare applications preferred

Proficiency in Microsoft Office Suite

Strong interpersonal skills, ability to communicate well at all levels of the organization

Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses

High level of integrity and dependability with a strong sense of urgency and results oriented 

Excellent written and verbal communication skills required

Working Conditions

Willingness to work a flexible schedule and outside of normal business hours as needed

Travel to client sites may be required up to 5% annually

Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes

Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear

Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress

Work Environment: The noise level in the work environment is usually minimal

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.