Implementation Specialist

WHO WE ARE

Encoda is the leading claims and denials software solution that acts as the connective tissue between practice management systems, clearinghouses, and payers. In turn, we give practices greater visibility into their claims data, allowing them to address denials more efficiently – and more profitably. Drawing from 30 years’ experience developing and implementing revenue cycle software solutions, the team at Encoda is dedicated to revolutionizing healthcare reimbursement automation. And by doing so, Encoda is enabling customers to grow their businesses while significantly reducing back-office resources.

Today, Encoda realizes the true intention of healthcare reimbursement by enabling our clients to collect the most amount of money, in the shortest amount of time, as cost effectively as possible. How do we do that? By using our customizable, rules-based solution to bridge the workflow gaps between payers, clearinghouses, and practice management systems – allowing our customers to get every penny possible from the payers.

WHO YOU ARE

You are a dynamic and detail-oriented professional with a passion for healthcare technology. With a knack for problem-solving and a customer first mindset, you excel at translating complex technical concepts into clear, understandable terms for both customers and colleagues alike. Your background in healthcare SaaS and experience in implementation roles have equipped you to manage multiple projects and stakeholders seamlessly. You thrive in fast-paced environments and are adept at using your excellent communication skills to foster strong relationships with customers. Your proactive approach ensures that you anticipate challenges and address them before they become issues. Above all, you are driven by a desire to make a meaningful impact in healthcare through the power of innovative technology.

• Oversee the end-to-end implementation process of our platform for customers, ensuring smooth transitions and optimal system performance
• Conduct thorough needs assessment to ensure alignment with customer objectives
• Develop and execute effective implementation strategies tailored to each customer’s specific workflow needs
• Manage the secure and accurate migration of data from legacy systems to Encoda’s platform
• Collaborate with cross-functional teams including sales, support, development, and customer success to ensure timely and successful project delivery
• Provide comprehensive training and support to customers on the use, maintenance, and adoption of the implemented software
• Monitor project timelines, milestones, and deliverables to ensure timely and high quality completion, within budget
• Conduct regular check-ins with customers to gather feedback and address any concerns throughout the implementation process
• Document best practices, processes, and lessons learned to continually improve the implementation methodology
• Work with the product management team to enhance our solutions based on viable customer feedback

COMPETENCIES

At Encoda, we are big believers in competencies. Competencies are different from technical skills or experience. Technical skills describe the 'what' you do, whereas competencies describe 'how' you do it. Following is a list of competencies required for success in this role:

Change Management: The ability to guide organizations through the transition to new technologies, addressing resistance and ensuring user adoption. This requires empathy, persuasion, and the ability to articulate the value-add of the change.

Communication: Exceptional verbal and written communication skills. The ability to articulate complex technical concepts clearly and effectively to non-technical stakeholders while maintaining transparent, ongoing communication with customers.

Customer Focus: A commitment to understanding customer needs and delivering tailored solutions to drive user adoption and long-term success. Building and maintaining strong customer relationships and ensuring high level of satisfaction are essential.

Problem Solving: Strong analytical skills to identify issues, troubleshoot problems, and implement effective solutions quickly; a proactive approach to anticipating and addressing potential challenges.

Technical Acumen: Deep understanding of SaaS platforms and healthcare IT systems, including system configuration, data migration, and software customization.

OUR CORE VALUES

At Encoda, we do more than profess our values. We practice them through an agreed-upon and shared set of behaviors that make up our DNA. We are clear about what is important to us, and we take care that our intentions, words, thoughts, and behaviors align with those values.

Inclusive: We foster an environment where you can thrive among smart, thoughtful, and humble colleagues.

Collaborative: We have the courage to ask for help and actively listen to our customers and each other.

Authentic: We approach all situations (internal and external) with positive intent and integrity.

Committed: We deliver results with a passion for customer success.

Requirements

• Bachelor’s degree in Business, Information Technology, Healthcare Management or a related field
• 3 to 5 years’ prior experience in Healthcare IT SaaS Customer Service, Technical Services/Support, or Customer or Client Success and Onboarding/Implementation
• Experience with software installation, configuration, and integration
• Experience with project management tools and methodologies
• Certification in Project Management (PMP) is a plus
• Fluency in all MS office software tools and applications
• Healthcare revenue cycle expertise and familiarity with EMR/EHR platforms is a plus
• Willingness to travel as needed

Benefits

• The opportunity to be a part of a leading healthcare IT SaaS organization with a strong mission and set of values
• Competitive compensation  
• Comprehensive benefit package, including medical, dental, vision, disability, and life insurance
• Matching 401k plan and FSA options
• Front-loaded Paid Time Off (PTO) and 10 company-observed holidays