Implementation Advocate

Overview:  The Implementation Advocate configures and onboards new orders for Inovalon products and services and assist others as they learn new products.  Plans, executes, and finalizes projects according to agreed timelines.  Responsible for coordinating the efforts of the project in order to onboard according the plan.  Defines the objectives and manage them throughout the duration of the implementation project. 

Duties and Responsibilities:

• Define project scope, goals and deliverables; plan, schedule and adhere to project timelines and milestones to ensure that each implementation project is successfully executed;


• Manage customer on-boarding experience from initial in-take call to go-live, including customization, configurations, training etc.


• Document customer requirements and configure applications to meet customer business processes;


• Be attentive of customer requirements and business processes for configuring applications; make recommendations for configuration with customers


• Perform complex implementations with minimal supervision (Multiple Product Projects);


• Ensure adherence to best practices for an implementation by following established guidelines;


• Document all implementation project activity per defined process and procedures;


• Resolve open orders within specified guidelines;


• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;


• Lead functional testing of product releases;


• Troubleshoot more complex issues using an analytical approach and elevate issues following defined escalation procedures in a timely manner ensuring that all communications to customer and internal departments are completed;


• Set and continually manage project expectations with customer and effectively communicate project expectations with customer and all involved participants;


• Proactively manage changes in the project scope and devise contingency plans for these changes;


• Provide assistance to team members as needed;


• Communicate valuable product and process feedback to manager, SME or point of escalation;


• Other duties as assigned;


• Maintain compliance with Inovalon’s policies, procedures and mission statement;


• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and


• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• Minimum of 2 years’ experience implementing or supporting software, with high volume of transactions;


• Healthcare IT industry experience;


• HIPAA transaction code set knowledge;


• Knowledge of data security and follow processes and regulations;


• Healthcare EDI Knowledge (ANSI X12, 835, 837, 270/271), read EDI files and identify breakage points;


• Proficient in use of Microsoft Office suite (MS Word, MS Excel, MS Outlook);


• Proficient in working with CRM systems, Salesforce.com a plus;


• Demonstrated experience with using and supporting Software as a Service (SaaS);


• Demonstrated experience in working with Operating Systems such as Linux and Windows;


• Strong verbal and written customer service skillset;


• Strong organizational skills with close attention to detail;


• Ability to work efficiently, effectively and independently in a fast–paced environment with a large workload;


• A strong team player with the ability to interact effectively with all parts of the organization;


• Project Management fundamentals experience;


• Knowledge of healthcare or clinical environments such as Ambulatory, Post-Acute and Acute settings;


• Knowledge of Patient Revenue Cycle Management, patient payment (merchant accounts), or scheduling/time and attendance software


• Knowledge of Billing (claims and remittance) and Revenue Cycle Management from both Provider and Payer side of the network; and


• Bi-lingual (Spanish) is a plus

Education:

• Bachelor's degree in business or related field of study, or an equivalent combination of education and experience.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);


• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;


• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;


• Subject to inside environmental conditions; and


• Travel for this position will include less than 5% locally usually for training purposes.