Client Engagement Manager (Remote)

Job Description

Description:

About Hart

Founded in 2012 in Orange County, California, Hart was created to enhance the healthcare system through the use of state-of-the-art data management software. With an increasingly complex range of data types existing in numerous and disparate health systems, we designed a platform that seamlessly integrates all these data sources into a unified source of reliable, up-to-the-minute information. Whether you are a patient or a provider, Hart was created to make healthcare an easier and more efficient experience for you.

The management and analysis of disparate healthcare data is a particularly challenging task. But Hart’s innovative platform is equipped with powerful tools and features that streamline the entire process, providing you with the data you need, when you need it and delivering better healthcare outcomes as a result.

Job Summary

We are seeking a highly skilled and motivated Customer Engagement Manager to join our dynamic team at Hart, Inc. As the Customer Engagement Manager, you will play a vital role in the success of our business by overseeing engagement with Hart customers and ensuring the timely and successful deployment of Hart solutions. Your expertise in healthcare operations, project and data management, and clinical informatics will be essential in driving the effective utilization of data to improve patient care and operational efficiency.

The Customer Engagement Manager at Hart is a full-time, remote employee who leads Hart engagements and supports Hart customers as they transition from sales prospects to active users of the Hart Platform. This position oversees the planning, execution, and management of healthcare data implementation projects, and is focused on delivering client value, exceptional experiences, and building long term relationships.

Key Responsibilities

Project Management:

• Develop project scope, plans, timelines, and budgets for data implementation projects.
• Assign tasks and responsibilities to team members; manage resources (personnel, technology, and tools); monitor and report on project status..
• Identify and manage project risks and issues and implement mitigation strategies.

Customer Engagement and Account Management:

• Drive client outcomes, product adoption, and client experience.
• Assist in the development and delivery of training activities and documentation.
• Influence future lifetime value through higher production adoption, client satisfaction, and overall health scores.
• Reduce churn and drive new business growth through greater advocacy and referenceability.
• Expand revenue within accounts through identification of new sales and up-sell opportunities.

Stakeholder Management:

• Collaborate with business units and functional teams to understand their data needs and requirements, and define project scope, objectives, and deliverables.
• Communicate project updates, progress, and challenges to stakeholders in a clear and concise manner.
• Build and maintain strong relationships with internal and external stakeholders.
• Facilitate meetings and workshops to gather requirements and provide updates on data implementation projects.

Leadership and Collaboration:

• Facilitate coordination among technical teams, including developers, data engineers, and QA specialists
• Provide guidance, mentoring, and performance feedback to team members.
• Foster and promote a collaborative and results-oriented team environment.
• Evaluate project and team performance and identify areas for process improvement; implement best practices and lessons learned to enhance future project delivery.

Data Strategy, Integration, and Management:

• Collaborate with senior management and key stakeholders of customer organization to understand and define a robust data strategy and implementation roadmap.
• Identify business requirements and translate them into actionable data implementation plans.
• Oversee the implementation of data integration processes, including data extraction, transformation, and loading (ETL).
• Coordinate with IT teams to ensure the availability, reliability, and scalability of data infrastructure and systems.
• Ensure compliance with data privacy and security regulations.

Requirements:

• Minimum Bachelor’s degree in computer science, information systems, data management, business management, healthcare, or a related field. Master s degree preferred.
• Minimum of 5 years of project management experience within a delivery-focused environment (healthcare data implementation/integration projects a plus).
• Project management certification (PMP, Scrum Master, or similar) preferred.
• In-depth knowledge of data integration tools, ETL processes, and data pipeline automation.
• Familiarity with databases (relational and non-relational), data modeling, and SQL.
• Familiarity with concepts of Electronic Health Record (EHR), Application Programming Interface (API), Picture Archiving and Communication System (PACS), Health Information Exchange (HIE), Enterprise Data Warehouse (EDW), Digital Imaging and Communications in Medicine (DICOM), Computerized Physician Order Entry (CPOE)
• Understanding of data governance principles, data privacy regulations, and industry best practices.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management skills.
• Ability to work collaboratively in cross-functional teams.
• Demonstrated progressive management experience leading teams in a software company or professional services
• Proven ability to develop strategies, translate them into initiatives and track successful delivery.
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Able to collaborate across the organization and with external stakeholders.
• Holds strong operational skills that will drive organizational efficiencies and client satisfaction.
• Ability to travel when necessary.