Implementation Manager at Discharge IQ Inc dba ChronicCareIQ – Alpharetta, Georgia

About ChronicCareIQ:

ChronicCareIQ is a healthcare technology company focused on enabling care delivery organizations to succeed in value-based and remote care models. Our platform supports programs such as Chronic Care Management (CCM), Remote Physiological Monitoring (RPM), Remote Therapeutic Monitoring (RTM), and other care management initiatives that improve patient outcomes while driving sustainable revenue for providers.

We partner with health systems, physician groups, and care organizations to streamline patient engagement, optimize clinical workflows, and ensure accurate billing and reimbursement for care management services. Our platform integrates with EHRs, devices, and communication tools to create a unified view of patient activity and care delivery.

Our mission is simple: To relieve suffering.

Role Overview:

The Implementation Manager is responsible for leading the end-to-end onboarding and deployment of ChronicCareIQ solutions for new customers. This role owns the full implementation lifecycle, from kickoff through go-live, ensuring customers are successfully configured, trained, and operationalized on the platform.

This position sits at the intersection of project management, clinical workflows, revenue cycle logic, and SaaS product implementation, and is critical to ensuring customers launch successfully and are set up for long-term adoption and performance.

Key Responsibilities:

Implementation Execution:

- Own and drive the end-to-end implementation lifecycle for new customers, from kickoff through go-live
- Serve as the primary point of contact during implementation, ensuring clear communication, timelines, and accountability
- Assess customer workflows, clinical programs, and billing structures to design effective implementation plans
- Configure and oversee setup of:
- Care programs (CCM, RPM, RTM, BHI, etc.)
- Protocols, care plans, and questionnaires
- User roles, reporting, and operational workflows
- Lead project planning, timelines, and milestone tracking across internal and external stakeholders
- Ensure successful data integrations and onboarding readiness (EHRs, devices, and third-party systems where applicable)
- Drive go-live readiness, including validation, testing, and customer sign-off

Training & Enablement:

- Deliver structured customer training sessions for clinical, operational, and administrative teams
- Educate customers on:
- Platform functionality
- Workflow best practices
- Billing and reimbursement fundamentals
- Develop and maintain implementation playbooks, training materials, and documentation
- Support change management efforts to ensure smooth adoption of new workflows

Cross-Functional Coordination:

- Partner closely with:
- Sales for seamless handoff from pre-sale to implementation
- Customer Success for post-go-live transition and continuity
- Product & Engineering to escalate issues and support feature needs
- Document requirements, workflows, and edge cases to support internal alignment
- Participate in internal implementation reviews, status tracking, and operational cadences

Process Optimization & QA:

- Identify opportunities to standardize and scale implementation processes
- Contribute to improving onboarding timelines, efficiency, and customer experience
- Support testing, QA validation, and issue identification during implementation
- Maintain accurate documentation of configurations, workflows, and customer-specific setups

Success Metrics:

- On-time and successful go-live completion
- Customer readiness and adoption at launch
- Reduction in post-implementation escalations
- Implementation cycle time and efficiency
- Customer satisfaction during onboarding
- Quality and completeness of implementation documentation

Qualifications:

Required
- 3–6+ years of experience in healthcare SaaS, implementation, or project management roles
- Experience onboarding or deploying complex software solutions for healthcare organizations
- Strong understanding of clinical workflows and/or healthcare operations
- Familiarity with healthcare billing and reimbursement concepts (CCM, RPM, RTM, etc.)
- Proven ability to manage multiple projects and stakeholders simultaneously
- Strong communication, organization, and problem-solving skills

Preferred:

- Experience with care management programs (CCM, RPM, PCM, BHI, RTM, etc.)
- Familiarity with EHR integrations and healthcare data workflows
- Experience working cross-functionally with Product and Engineering teams
- Background in process improvement or implementation standardization
- PMP or similar project management certification

What We Offer:

- Medical, dental, and vision coverage
- Paid time off / holidays
- Hybrid work environment
- Opportunity to directly impact patient care delivery at scale