PRIMARY DUTIES AND RESPONSIBILITIES

This position will be a member of a high-performing technology development team consisting of technical and business resources. It will play an important role in supporting the commercialization of several software products to assist SullivanCotter clients with the administration of performance-based physician compensation plans. The position is ideal for candidates that demonstrate strong analytic capabilities, experience with data management, automation and technology and a desire to assist health care organizations as they navigate the complexities of health care reform. The Implementation Specialist is a key resource for health care organizations as they implement new solutions. Approximately 60% of their job will be in assisting with new client implementations and 40% in client support, post-implementation. Help to determine operational objectives, gather information, and evaluate output requirements.

Assist with the implementation process of the various PPMT modules for current and potential SullivanCotter clients. Including but not limited to:


  • Work with implementation lead and IT to map import specifications, populate and audit tables with client logic/specific programming.
  • Assists in system configuration, data load and testing during client implementations.
  • Understand and complete security setup based on roles and functions for each client implementation.
  • Process, validate and review system data, data reconciliation and parallel test.
  • Assist with the development, organizing and coordinating of training materials for clients.
  • Ensure efficient client implementations with a positive and professional client experience.
  • Assist implementation lead by developing and updating basic project plans to support each implementation.
  • Proactively manage tasks based on the type of implementation and client specifics.
  • Work with implementation lead to create and maintain standard implementation materials (checklists, “how-to” documentation). Once developed, work within agreed-upon standard documents and processes.
  • Work with implementation lead to guide the client throughout implementation.
  • Create clear, concise, yet detailed documentation of all actions taken throughout the implementation and stored in appropriate shared team folders.
  • Responsible for documenting all client testing and user acceptance sign off.
  • Log any enhancement requests for consideration in roadmap planning.

Support clients post implementation:

  • Understand client requests and translate them into table uploads and manual modifications as required.
  • Follow established policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
  • Accurately track help desk support through use of help desk software.
  • Meets established service level agreements for general response times and issue resolution.
  • Provides references for users by writing and maintaining user documentation, providing help desk support.

In addition, Implementation Specialist is expected to participate in other team responsibilities as needed to meet client needs including:

  • Testing and implementation of database and reporting systems that manage billing, EMR and other healthcare-related data. This includes testing web page functionality, database processing and online analytic reporting.
  • Assist clients with troubleshooting system processing and online reporting issues as needed.
  • Maintains user confidence and protects operations by keeping information confidential.
  • Receives direction from the Help Desk and support lead. May have a dotted line relationship with the implementation lead for high-level guidance.
  • Interacts collaboratively with colleagues within the Provider Performance Management Technology team and other business practices across the firm.

EDUCATION AND EXPERIENCE REQUIREMENTS

  • Bachelor’s degree.
  • Minimum of three years’ experience working with significant data management responsibilities and/or software and analytic tools.
  • Knowledge of the health care industry is preferred.
  • A minimum of one year of experience with gathering systems’ requirements and analyzing data is necessary.
  • Solid technical knowledge and experience working with Excel, Word, PowerPoint and Outlook.
  • Strong analytical and critical thinking skills.
  • Excellent written and oral communication and interpersonal skills.
  • Advanced understanding of data management and analytics. Knowledge of healthcare-related data is a plus.
  • Advanced knowledge of Microsoft applications including Access, Word, Excel, Project and Outlook. Experience with online business intelligence report writing is a significant plus.
  • Advanced investigational skills, shows attention to detail, accuracy and ability to manage and prioritize multiple tasks.
  • Strong individual contributor, but equally a strong team player that focuses and supports group results.
  • Must be able to work independently, prioritize and make sound business decisions.
  • Experience in environments where HIPAA policies and procedures are enforced is a plus.
  • Must be available periodically on weekends or evenings to support User testing.

BEHAVIORAL ATTRIBUTES

  • Communicates with others in a respectful, courteous manner while simultaneously building credibility and rapport.
  • Presents clear and accurate information and updates to customers, colleagues and leadership; adapt the presentation to fit the audience.
  • Able to communicate effectively with IT programmers to investigate and resolve issues or to design and implement system improvements. Self-starter with demonstrated ability to successfully assist with complex project deliverables in a very driven and changing organization.
  • Demonstrated ownership of assigned tasks and dedication and perseverance to getting the job done.
  • Flexibility, adaptability and the ability to work under tight deadlines or changing needs.
  • Confidence and ability to work independently.
  • Exceptional Associate service orientation.
  • Attention to detail.
  • High level of self-motivation.
  • Anticipates, understands and addresses client needs by taking ownership of and initiating action on client requests and concerns.
  • Establishes client confidence by developing and maintaining professional working relationships; utilizes resources to accomplish goals and meet customer and team needs.
  • Prepares accurate information based on client requests or needs.
  • Provides excellent customer service in multiple assignments.
  • Willing to work nights and/or weekends to ensure client needs are met.

Applicants for employment must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

SullivanCotter is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law or marital status.

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